The hard parts of WebRTC and the benefits to using WebRTC for customer Service - talk given at the Future of Web Apps London 2014

1. GIVING BETTER
CUSTOMER SUPPORT
USING WEBRTC
Dan Jenkins
@dan_jenkins

2. Who am I?

3. DAN JENKINS
Primarily a Node.js Developer
Love Lego
Founder of Nimble Ape
www.nimbleape.com
@dan_jenkins

4. WebRTC and ME

5. WebRTC AND ME
Was a web developer
Was part of a transition to VoIP Years Ago
Voip is Difficult
For the Past Year, working on a new WebRTC Service

6. The next 40 minutes…

7. What IS WebRTC?

8. What WEBRTC Isn’t

9. BackING

10. WebRTC in
Customer Service
Today

11. Using WebRtc For
Intelligent
Customer Service
Clever
Astounding
Knowledgeable
Intelligent
Awesome
Capable
Resourceful
Ingenious
Comprehensive
Smart
Alert
Bright

12. Using WebRTC to
give better
customer service

13. Who’s in
the room?

14. What is WebRTC?

15. DISRUPT!

16. Web Real-Time
Communication

17. It’s a technologY

18. WebRTC is LIKE a story

19. Peer to Peer
Look mom, no servers

20. Mandatory Encryption

21. browsers

22. Devices Too!

23. Over 6.2 Billion By 2018

24. Plugin freE… mostly.

25. it’s complicated
PeerConnection API ✔ ✔ ✔ ✔ ✗ ✗ ✔
ORTC API ✗ ✗ ✗ ✗ ✗ ✗
getUserMedia ✔ ✔ ✔ ✔ ✗ ✔
simulcast ✔ ✗ ✗ ✗ ✗ ✗
mediaConstraints ✗ ✗ ✗
TURN support ✔ ✔ ✔ ✔ ✗ ✗ ✔
MediaStream API ✔ ✔ ✗ ✗ ✔
WebAudio Integration ✔ ✔ ✔ ✔ ✗ ✗ ✔
dataChannels ✔ ✔ ✔ ✔ ✗ ✗ ✔
Screen Sharing ✗ ✗ ✗ ✗
Stream re-broadcasting ✗ ✗ ✗ ✗ ✗
Multiple Streams ✔ ✔ ✗ ✗ ✗ ✗ ✔
Solid Interop ✗ ✗
Echo cancellation ✔ ✔ ✗ ✗

26. ORTC|WebRTC 1.1

27. Media Channels

28. Data Channels

29. Complexities
Turn

30. v=0
o=- 5691129608425811453 2 IN IP4 127.0.0.1
s=-
t=0 0
a=group:BUNDLE audio video
a=msid-semantic: WMS JDwNJMrmZNj84gYNg424N5P6GMcWpoEbWPfH
m=audio 1 RTP/SAVPF 111 103 104 0 8 106 105 13 126
c=IN IP4 0.0.0.0
a=rtcp:1 IN IP4 0.0.0.0
a=ice-ufrag:pPY+v+oGYv+DIP6g
a=ice-pwd:90JfdXYZMUTgh8rb+3kkwWle
a=ice-options:google-ice
a=fingerprint:sha-256 CC:19:F4:33:DE:02:DB:46:AC:4F:CE:9F:44:E4:57:77:D9:83:99:09:C5:AC:EA:CA:3C:6E:E5:46:34:82:60:5A
a=setup:actpass
a=mid:audio
a=extmap:1 urn:ietf:params:rtp-hdrext:ssrc-audio-level
a=extmap:3 http://www.webrtc.org/experiments/rtp-hdrext/abs-send-time
a=sendrecv
a=rtcp-mux
a=rtpmap:111 opus/48000/2
a=fmtp:111 minptime=10
a=rtpmap:103 ISAC/16000
a=rtpmap:104 ISAC/32000
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:106 CN/32000
ICE|STUN|TURN|
Trickle ICE|SDP munging

31. ICE

32. STUN

33. TURN

34. Audio|Video|
Data|Screenshare

35. HD

36. Uses Web Tooling
Designed For the Web

37. What
WebRTC Isn’t

38. Replacement for
telephony

39. Signalling!

40. DISCOVERABILITY
A B C D

41. Authentication

42. Mobile!

43. However… SDKs

44. It’s like Building Lego!

45. Huge Backing

46. Google

47. Mozilla

49. Amazon

51. Tokbox

53. Acision

54. &yet

55. Twilio

56. Respoke

57. +∞

58. WebRTC in customer
service today

59. Amazon MayDay

60. 75% of Queries FROM
Fire HDX USERS come
from MayDAY

61. ZendesK

62. Google helpouts

63. Intelligent
Customer Service

64. webRTC Customer
Service Summit
!
Vegas

65. Increased revenues

66. Lower cost

67. cost centre

68. Better interaction
Cost Less
faster interactions

69. better context

70. Shave a second off
every Call
!
How Much saved
per year?

71. Video enablE your
Contact Centre

72. Customer Privacy
One Way Video/Audio

73. revenue generator?
Or
Just Reduce Cost?

74. Less High Cost
Component Infrastructure

75. better customer
relationship

76. Remote Working

77. Metrics!

78. better customer
service WITH
WebRTC

79. Speech to text

80. Instant Session Recording

81. support Direct
from the browser

82. New Devices,
New Possibilities

83. User Tracing
!
No Expensive
Infrastructure

84. IVR Hell

85. Upgrade the Call Media as
the situation needs

86. Near Instant &
Simple Screensharing
Maybe…

87. TIGHT Integration
Into Your CRM

88. You all know it’s about
differentiation!

89. Happy customers
SPEND more!

90. But None of
this is NEw

91. The Peer to Peer &
No Plugins bit Is!

92. What Does Peer to
Peer mean to you?

93. LESS Infrastructure
Less Complexity
Cheaper solutions

94. EXAMPLES
You Say?!

95. SCRAP Your Phone System

96. OK, That’s a
little extreme…
!
But Do-able RIGHT NOW

97. Enabling in-app calling to
concierge|hotel|host

98. Enabling in-room calling
to concierge via IN-ROOM TV

99. Remove Security
Barriers

100. Thanks!
Questions?
@dan_jenkins