Danny Windham, Digium CEO, Keynote address - ITEXPO East 2015, Miamii
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Danny Windham, Digium CEO, Keynote address - ITEXPO East 2015, Miamii
- 1. Communications: Voted off the Island! Danny Windham CEO Digium, Inc.
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- 11. 11 Communications Evolutionary Steps Money is the real change agent Big Iron phone systems Hardware products become software products Everything over IP Communications moves to the Cloud Communications moves to the Web
- 12. 12 Communications Evolutionary Steps Everything over IP Including voice
- 13. 13 Communications Evolutionary Steps Hardware products become software products Capable general purpose computing systems Virtualization technologies
- 14. 14 Communications Evolutionary Steps Communications moves to the Cloud
- 15. The future of communications will …
- 16. 16 …move to the core of your business
- 17. 17 Why change? Business Drivers Lower cost Improved efficiency
- 18. 18 Why change now? Market Drivers The way we communicate is changing No longer just a voice world • Where we communicate is changing Distributed and mobile workforces • The tools with which we communicate are changing BYOD
- 19. 19 Assess where you are today Select the appropriate step for your individual situation
- 20. If the boss is a Luddite, then…
- 21. 21 Buy a current communications product PBX displaced by Unified Communications solutions UC adds support for other models of communications – thereby integrating all communications activities • Voice • Chat • Presence • Video calling • Screen sharing • etc.
- 22. If you are mildly progressive, then…
- 23. 23 Product API-enabled Advancements UC/Productivity Suite Integration API-enabled bridges between a Unified Communications solution and Productivity Suite products allow features such as… Presence status driven by calendar entry Initiation of a call directly from a contact directory Call initiation from within a document
- 24. 24 Product API-enabled Advancements UC/CRM Integration API-enabled bridges between a Unified Communications solution and CRM products allow features such as… Screen pops of customer records based upon caller ID Logging of voice recordings in CRM database
- 25. If you are moderately progressive, then…
- 26. 26 Product API-enabled Advancements Case Study: Dentist’s office Resource and patient management system (RPMS) – with API UC Solution - with API Dentist used the API between the two products to have the RPMS initiate a call from the UC solution, and play a prerecorded message reminding patients of an upcoming appointment – freeing up office staff to do more meaningful work.
- 27. If you are cautiously adventurous, then…
- 28. 28 Open Source-enabled Advancements Open Source gives the user ultimate control of integrations/customizations Not limited by API constraints Case Study: SkyAirTime
- 29. And if you’re aggressively adventurous, then…
- 30. 30 Powered By Web 3.0 WebSockets Cloud Infrastructure REST APIs Ubiquitous Broadband 4G / LTE Mobile Infrastructure
- 31. 31 WebRTC
- 32. 32 How? Use a service Communications Platform-as-a-Service (PaaS) Targeted to Web developers Web API Enhances connectivity success • TURN and STUN services
- 33. How It Works
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- 35. What?
- 36. If you are like “bring it”, then…
- 37. 37 How? Build it
- 39. Agent: Cathy Smith, iPhone Billing Cathy: Do you mind if I upgrade this chat to a voice / video call? You: Sure. That’s great. Screen Whiteboard: ON Sales/Service/Support Portal
- 40. 40 What didn’t change dramatically for 100 years – changes quickly in the future Change will disrupt the existing status-quo Direct effects Communications integrated directly into apps Web sites with communications integrated Indirect effects Disruption of traditional markets USF funding model We’ll all wonder how we got by in the ‘good ole days’ Conclusions
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Hinweis der Redaktion
- You know, we come here every year, and we talk about changes in our industry – and over time, some of those changes have been very significant. But, the majority of changes we’ve witnessed over the past several years have been impacted the underlying technology used to build communications systems – and as such are really about the internal plumbing – or the way we construct and implement our communications systems. And - for the most part – these changes have done little to change the model by which we use or communications systems.
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- And about the time the last small town in the US got phone service – most of us had converted our desks to communication device shrines – computer monitors, fax machines, scanners, multiline phones, etc
- It’s interesting that, even today, most businesses configure communications as a standalone application. We all run some collection of business apps in order to power the underlying processes of our businesses.
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- So today, I want to talk about a coming change that involves the model of how we use communications technology – not how we implement communications technologies.
- The change is a evolution away from communications as a standalone app – to a world where communications is directly integrated into every aspect of how business operate. No more island. Communications is being voted off the island.
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- And while the pace of change seems to have accelerated - it’s going to change even faster over the next 5 years – because in the future – communications will move
- It’s voting communications off the island – and integrating communications features and functions into middle of every aspect of how businesses operate.
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- Even if the boss is a luddite – there’s a step you can take.
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- For those that are mildly progressive, your step is to select and implement products that offer some level of ‘out of the box’ integration between applications
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- For those that are mildly progressive, your step is to establish simple integrations between business systems using the API’s – to create an integration that’s not available out of the box.
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- And – if you’re cautiously adventurous – then incorporating open source technology into your communications solution can provide a way to do more than what can be done just through published APIs. In one sense, open source communications projects give developers the ultimate control in integrating communications into their company’s existing business processes. Open source engines have enable the long tail of communications applications – allowing developers to build integrated solutions that didn't exist in pre packages solutions.
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- And – if you’re aggressively adventurous – then you need to introduce yourself to the world of web communications …
- Web Communications is about building real time communications apps using standard web technologies – HTML, Javascript, and Cascading Style Sheets. It inherently support multiple modes of communications – including voice, chat, video, screen sharing, and file sharing. Its encrypted – and its peer-to-peer – so traffic flows outside of the traditional communications service providers.
- Web Communications will leverage WebRTC – which is an emerging standard that when supported within a web browser – allows that browser to become a communications end point device for WebRTC enabled applications and services. Chrome and Firefox are currently leading the pack for WebRTC support – but MSFT has pledged support and it’s rumored that Apple will add support to Safari although there are no published plans for such. Disruptive analysis predicts that by 2019 – there will be 6B devices in the world supporting WebRTC – which means that your mobile device, your tablet, your laptop – any device running a webRTC browser can now become a communications endpoint without the need for client software. This is a fundamental enabler for communications moving to the web.
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- Here you see a simplified view of the Brightstream architecture. The boxes at the top represent clients – in this case web clients – which are connected to the Brightstream platform. The connections in blue represent access over a combination of HTTPS and secure WebSockets. The WebSocket connections allow for asynchronous bi-directional communication between the client and server. This channel is used as the transport for messages – call signaling messages, user-to-user text messages and application control and data messages defined by the application developer. This messaging capability is the basis for all higher-order modes of communication. Built atop the base message-passing architecture are key features like presence, group messaging, publish and subscribe services, and all of the live or real-time communication capabilities of the platform. The message routing service is built to scale seamlessly by simply adding additional front-end API nodes and back-end message routers. Another critical service provided by Brightstream is media relay. Some percentage of calls require the assistance of a media relay server to work around limitations and impediments imposed by NATs and firewalls. Brightstream seamlessly integrates media relay using a dynamic network of TURN servers. When users attempt to create a peer-to-peer connection, the Brightstream platform provides access to the TURN server network. In those cases where a direct peer-to-peer connection cannot be established, the TURN server is used.
- And while all of that is cool and disruptive – what would integrated communications allow you to do?
- So, How about connecting your web site to your UC solution? Using a communications PaaS – and a UC Solution with an API – you can have a customer who is browsing your web site with a WebRTC enable device (Android tablet for example) connect with your sales team suing the existing call queue and sales process. By pressing a button on your website – a call can be created and delivered to the appropriate call queue (context passed) – thereby integrating your web site and you sales department.
- And if your hair is on fire to integrate real time communications into your business to add value – how about
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- Think about it like Amazon did. It our understanding that Amazon has built the Mayday button on the new Kindle using WebRTC – so imagine having a support person there to help just with the push of a button
- Envision a customer support portal where you talk with your customers directly through the web site. Conversations begin as a web chat – promote to a voice or video call – and maybe add screen sharing to help that customer find exactly what they’re looking fro? All of these things are possible when we change the model of how we use our communications technologies.
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