2. September 11, 2013
Tobias Goebel, Dir. Mobile Strategy
REAL-TIME COMMUNICATIONS
WITH WEBRTC

3. 3
What is WebRTC?

4. What is it?
WebRTC
• RTC = Real Time Communications
• WebRTC allows users to have phone calls and
video conferences over the Web
• Wait – don’t Skype, Viber, Google
Hangouts, Facebook already do that?

5. So what’s new?
WebRTC
• WebRTC is a standard, bringing peer-to-peer
real-time audio, video, and data
communication to the browser, without
requiring a plug-in
• “WebRTC”
• JavaScript API
• Enabling the Web
developer
• “RTCWeb”
• Protocols, security, QoS, …
• Enabling the browser itself

6. Use Cases
• Unified Communications
• Chat
• Audio, video conferencing
• File sharing
• Gaming
• (try www.cubeslam.com)
• Online Learning
• Recruitment
• Customer service

7. 7
Current Adoption
• Google Chrome
• Mozilla Firefox
• Opera
• Microsoft IE
• Apple Safari
Desktop Mobile
• Google Chrome
• on Android only
?
✓
✓
✓
✖
✖
✖
✖
? ?

8. 8
Vendor Classification
1) Media Engine and Gateway vendors
• Gateways, engines for transcoding, trans-rating, trans-sizing of audio/video
codecs
2) API and SDK vendors
• APIs and SDKs to help developers build WebRTC solutions
3) Full Stack Platform vendors
• PaaS or software/hardware providers offering full stack of technology needed for
running WebRTC solutions
• STUN/TURN, media engines, gateways, presence, …
4) Solution Providers
• Primarily cloud vendors providing specific solutions or applications (horizontal and
vertical) around WebRTC
• Use cases primarily around contact center/customer service, and video
conferencing
5) Professional Services companies
• Application Development, System Integration

9. 9
What can WebRTC do for
customer service?

10. 10
Put people in touch
• Connect the buyer with the seller
• Something eBay tried with Skype in 2005
• Lack of adoption and integration with browser
• Connect the customer with the contact center
• Connect the patient with a doctor/nurse
• …

11. 11
New Paradigm of Communication
• Audio (and/or) video connection can be
established without changing the medium
• Customer can start talking to a support person while
browsing FAQ sites
• Prospect can start talking to sales agent while surfing
through a promotional website
• Customer can start talking to a contact center agent
while being logged in to customer portal
• Context is known
• Conversations will be impromptu, less formal
• Communication can be “incognito”
• No phone number or other personal information needs
to be exposed
• User needs to grant browser permission to use
microphone and camera

12. 12
Example

13. 13
LIVE DEMO

14. One of the biggest challenges in customer communication today
14
Preserve context
• Today:
• After browsing the Web, you pick up the phone
• After talking to the IVR, you talk to an agent
• Context is NOT preserved along the way
• Agent can NOT “see what you see”
• Future:
• While browsing the Web, you click a button to talk
• The button submits your navigation history to
agent
• Agent can see what you did, where you currently
are, and co-browse

15. 15
What about Mobility?
• The trend is clear: Mobile is the future
• "Smartphones accounted for 51.8% of mobile
phone sales in Q2 of 2013, resulting in
smartphone sales surpassing feature phone sales
for the first time”
GARTNER
• WebRTC is NOT a mobile-first initiative
• Real-time communication can be enabled on
mobile devices via native implementation

16. Maintain Context
16
The Challenge Remains
• After navigating mobile app, you might need
help

17. 17
LIVE DEMO

18. 18
What will Voxeo offer?

19. Q1 2014: Early Access to Hosted RTC Platform
Plans for WebRTC
19

20. WebRTC and the Future
20
SUMMARY
• WebRTC will communication-enable Web
browsing
• Allows browser-to-browser audio and video
conferencing
• Adoption is coming as browsers evolve
• As companies are trying to differentiate
through customer service, WebRTC should be
one pillar of many

21. THANK YOU
Tobias Goebel
@tpgoebel