webrtc challenges in contact centers
DESCRIPTION
Chad Hart's presentation for the Conferencing and Collaboration session at the WebRTC Conference and Expo in Santa Clara 2013.TRANSCRIPT
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WebRTC Challenges in Contact Centers
WebRTC Expo 2013
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State-of-the-Art in Conferencing & Collaboration
Voice, video, text2 or multi-partyWeb or mobile appPSTN callingShare screen, desktop, docsWebcastingReal-time video augmentationAPIs for 3rd parties
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State-of-the-Antiquated?
99.999% reliabilityUniversal interoperabilityIVR with TextSpeechRegulatory compliantSupervisor modesRecording & playbackAPI’s for systems integration
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Contact Center Integration
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click
Application Server
Web Apps
SBC Media ServerAgent
Media Interface
Media Control
SIPSIP
RTP RTP
HTTP
Location
HTTP
• Traditional click-to-callback accelerated by WebRTC
Web-based Application integration
PSTN
Contact Center
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Contact Center Integration
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Web-based callers• Eliminate PSTN
charges• Faster time-to-
resolution• Improved customer
experience
Web Apps
Agent
Media Control
WebRTC Signaling
SIP
SRTP RTP
HTTP
WebRTC Browsers
Application Server
Media InterfaceHTTP
Contact Center
Media Server
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Contact Center Integration
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Web-based agents• WebRTC reduce cost
of supporting remote agents
• Optional video integration
Web Apps
Agent
Media ControlWebRTC Signaling
SRTP
HTTP
Location
WebRTC Browser
Application Server
Media Interface
SBC Media Server
SIP
RTPPSTN
Contact Center
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Case Study – the TravelAgency
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TravelAgent
TravelAgent
TravelAgent
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Challenge: Multi-party topology
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Desktop SIP video client
Video stream
Android tablet with SIP client
WebRTC browser
iPad with SIP client
Android smartphone with SIP client
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Peer-to-Peer Mesh
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Works for a few parties
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Peer-to-Peer Mesh
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Doesn’t scale for many parties
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Streamline with Media Server
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MCU
Multipoint Control Unit (MCU)• Provides scalability• Improves mobile
performance• Dynamic back-end
control
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Challenge: mixed capabilities
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Desktop SIP video clientAndroid tablet with SIP client
WebRTC browser
iPad with SIP client
Android smartphone with SIP client
1920x108030 FPSH.264
640x48015 FPSH.261
352X28830 FPS
VP8
1280x72025 FPS
VP8
1280x72030 FPS
VP8
1280x72030 FPSH.264
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Challenge: Mobile
Supporting WebRTCScreen sizeCamera resolutionsCodecsBattery life
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Application Integration
Application Control Protocols:
MSML (SIP based)RESTful API (http based)JSR309 (Java based)VXML (script based)NETANN (SIP)Javascript/JSON
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NetAnnJSR 309
Connector
WebRTC Enabled Browsers
PowerMedia™ XMS
MRCPv2 Speech Server (ASR/TTS)
RTSP ServerNetwork Camera
Common SIP Endpoints
VXML
RESTful API
MSML
Web Mgmt
Web Console & RESTful Management API
Application Server
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Summary - Solving WebRTC Media Challenges
Challenge SolutionsCentralized
MixingTranscoding/ Transrating
Application Interworking
Leveraging existing infrastructure Leveraging existing phones/clients Multi-party conferencing Optimizing for mobile Rapid application development
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