application innovation for enterprise and service providers

1© COPYRIGHT 2016 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Central & Eastern Europe Partner Summit

April 14-15 Innsbruck, Austria

Application Innovation for Enterprise and Service ProvidersJohannes Beck


Agenda

Communication Today

Communication Evolution Driver

Challenges of current Communication Infrastructure/ Services

OTT services evolution

Status Quo of WebRTC

WebRTC Use Cases


Where are we today? - Telecom Evolution

PSTN

NGN/ IN

3G

OTT

4G VoLTE

???

It is all about (real-time) communication !

VoWifi


Communication Evolution Driven By Mobile Market

Mobile Broadband Internet Access Smartphone and Tablets Cloud Computing Mobile (communication) Services OTT Only Mobile internet and digital VAS grow.

What is hot in the mobile market: IMS based LTE network are enhanced by Voice: VoLTE vPBX evolution to UCC drive real cloud communication services:


VoLTE Enables Rollout of New Applications

VoLTE-IMS Network› Provides an end-to-end all-IP platform for

deployment of innovative new applications

› Facilitates tight integration of application mashups through concurrent data transmission capabilities

› Supports commercial bundling of voice, video, and messaging services with complementary applications

› Extends service provider reach from smartphones to non-SIM devices such as tablets

HomeIMS

Network

CalledNetwork

IPX Transit

Provider

App ServersVertical

Applications

https://en.wikipedia.org/wiki/File:WebRTC_logo.jpg


Challenges of current Communication Infrastructure/ Services

Switch Centric and Service Centric› Services pretty much depend on the user device› Gateways between the worlds are required (PSTN/VOIP,…)› Federations between enterprises with the same solution (Lync)

User provided context on IVR is limited:› Phone numbers› DTMF choices

Speech Technology in Contact Center is still IVR.› Not to be compared with Google Speech and Apple Siri

Evolution

Over The Top Services (OTT) Ubiquitous Unlimited use cases Purpose build easily


OTT services evolution

What OTT services solve› OTT services are network independent: Fixed, Mobile, Internet› OTT are device independent: Client apps exist on any device› OTT are innovative and include contextual communication

WebRTC is disruptive› Browser based services don`t necessarily need a client app› Client apps are convenient › Includes voice, video and data communication› Safe and encrypted› No complicated protocol› Easy for Web programmers› Reduce cost CONTEXTUAL COMMUNICATION

Contextual communication• User credential• Location• Sensors• Browser session content• Support ticket• Bank transaction• Social Media• Email, meeting, anything


WebRTC Technology versus Business Needs


Status Quo of WebRTC

Traditional voice services today› Contact Center (Voice), IVR› Voice Centrex, vPBX› Value Added Services

Markets using WebRTC already:› Unified Communication Platforms (UNIFY Circuit, Broadsoft, Cisco Spark,…)› Social Media (Facebook)› Collaboration services (WebEx)› Online shopping innovators: Amazon Mayday

Which Markets ask for WebRTC:› Mobile Carrier to add new services (Innovation by technology)› VAS service provider to ad multimedia services› IoT, smart anything service provider

But many vertical markets are waiting to be enabled with WebRTC


Are we there yet?

2011

2013

Today

20142012


Desktop Browsers – the big five

56.54% 5.0% 1.15%11.89%24.99%

Source: NetMarketShare.com March 2015

?


Who is using WebRTC?


WebRTC marginalizes Communication

In a first step, WebRTC is only a new access method to existing services

Second step: User moves to the middle and uses communication services as he needs them› Independent of device and location› Unified Communication› Customer Care› CRM› Voice/Video Conferencing

Yesterday: Services extended by WebRTC

Tomorrow: Services marginalized by WebRTC


Evolution: WebRTC Gateway versus Click to Talk

Don`t talk about WebRTC Gateway as network element. This limits your service innovation Talk about the services to deliver by adding a click to talk button:

› Include contextual communication› Enable any web page with real-time communication› Enrich communication in vertical markets by innvovative services

http://www.voipphonetips.com/images/estara-click-to-call-button.jpg

http://www.voipphonetips.com/images/estara-click-to-call-button.jpg


WebRTC evolution

First Wave:› Video conferencing- Guest Access of

existing infrastructure with WebRTC Gateway

› Enterprise Mobility / Remote Worker› UC Client Consolidation› Contact Center – Remote Agent› Contact Center- Click to call button

Second Wave› Embrace the capabilities of WebRTC:

Voice Video Data

› Utilizing Smartphones, Tablets and Laptops› Integrate contextual communication

Click To Call

Interworking

Enterprise / Service Provider

App

Mobiledevice

voice

video

dataCustomer


Web Customer Service› Offer faster web-based service tools where most interactions with a business begin, on the Web› 72% of customers prefer web self-service,

but only 52% find what they need › Knowledge management closes the gap by learning and updating the data based on customer

feedback

WebRTC Second Wave

Web Self ServiceCus

tom

er

Feedback &Learn

LIVE CHAT

WEB VOICE & VIDEO

esca

late

Agent

esc

alat

e

SELF SERVICE

Live Engagement Bundle

any web property

Video

Co-Browse

Text Chat

Browsing

-higher level of personalization-see what I see-customer on-ramp

Customer

Level of Engagement

WILL WEBRTC

REPLACE THE IVR?


Key WebRTC Use Cases

Not only Over The Top

But as well embedded into VoLTE deployments

Vertical Customer Management Collaboration


Vertical – Emergency Services

CloudUser Mobile App

Public SafetyConsoleMobile or

WiFi Network

GPS

PowerMedia XMS• WebRTC Connectivity• Codec Management• Recording / Playback• Encryption• Voice and Video


Vertical - IoT


Example Use Case: Medical Monitoring with IoT

As pitched during Hack-a-thon @

SensorsTemperature

Heart Rate &Respiration

O2 Level

Raspberry Pi

Rich Media Mixing

(Recording)

NurseStation

Media

Session & Data


Vertical – Telehealth – eHealth

Secure- encrypted Voice video data PSTN or SIP Server side recording Desktop sharing


Example Use Case: Medical Entertainment and Communication

Entertainment Telephony Video Chat (internal/ external) Medical applications


Customer Management - Contact Center

RECORD

CPA

STREAM

CONFERENCE

RECOGNIZE

SPEAK

DESKTOP SHARE

CONTEXT

CHAT


Customer Management – Click to Call


Customer Management: Example Deutsche Telekom


Collaboration

WHAT: WebRTC Enterprise conferencing & whiteboard collaboration application

› Global distributed team

› Sales and training conferences

Why WebRTC› BYOD

Key Characteristics of the Solution:› Any-to-Any video (SIP/WebRTC Convergence)› Large scale conferencing› Centralized Recording› HD Audio and Video quality› High Reliability


The Future – Use of the Data Channel

File Sharing Context Gaming More verticals to come Peer Assisted CDN ServerLess Networks


The Future – End of the Phone Number?


Next Presentation

Real use case from

Our local partnerMedia Interactive


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The names of actual companies and products mentioned herein are the trademarks of their respective owners.

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