GIVING BETTER CUSTOMER SUPPORT USING WEBRTC

Dan Jenkins

@dan_jenkins

Who am I?

DAN JENKINSPrimarily a Node.js Developer

Love Lego

Founder of Nimble Ape

@dan_jenkinswww.nimbleape.com

WebRTC and ME

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

The next 40 minutes…

What IS WebRTC?

What WEBRTC Isn’t

BackING

WebRTC in Customer Service Today

Using WebRtc For Intelligent Customer Service

CleverAstounding

Knowledgeable

Inte

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Capa

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Comp

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Smart

AlertBrig

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Using WebRTC to give better customer service

Who’s in the room?

What is WebRTC?

DISRUPT!

Web Real-Time Communication

It’s a technologY

WebRTC is LIKE a story

Peer to PeerLook mom, no servers

Mandatory Encryption

browsers

Devices Too!

Over 6.2 Billion By 2018

Plugin freE… mostly.

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

ORTC|WebRTC 1.1

Media Channels

Data Channels

ComplexitiesTurn

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

ICE

STUN

TURN

Audio|Video| Data|Screenshare

HD

Uses Web Tooling

Designed For the Web

What WebRTC Isn’t

Replacement for telephony

Signalling!

DISCOVERABILITY

C DBA

Authentication

Mobile!

However… SDKs

It’s like Building Lego!

Huge Backing

Google

Mozilla

Amazon

Tokbox

Acision

&yet

Twilio

Respoke

+∞

WebRTC in customer service today

Amazon MayDay

75% of Queries FROM Fire HDX USERS come

from MayDAY

ZendesK

Google helpouts

Intelligent Customer Service

webRTC Customer Service Summit

!

Vegas

Increased revenues

Lower cost

cost centre

Better interaction Cost Less

faster interactions

better context

Shave a second off every Call

!

How Much saved per year?

Video enablE your Contact Centre

Customer Privacy

One Way Video/Audio

revenue generator? Or

Just Reduce Cost?

Less High Cost Component Infrastructure

better customer relationship

Remote Working

Metrics!

better customer service WITH

WebRTC

Speech to text

Instant Session Recording

support Direct from the browser

New Devices, New Possibilities

User Tracing !

No Expensive Infrastructure

IVR Hell

Upgrade the Call Media as the situation needs

Near Instant & Simple Screensharing

Maybe…

TIGHT Integration Into Your CRM

You all know it’s about differentiation!

Happy customers SPEND more!

But None of this is NEw

The Peer to Peer & No Plugins bit Is!

What Does Peer to Peer mean to you?

LESS Infrastructure Less Complexity

Cheaper solutions

EXAMPLES You Say?!

SCRAP Your Phone System

OK, That’s a little extreme…

!

But Do-able RIGHT NOW

Enabling in-app calling to concierge|hotel|host

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

Remove Security Barriers

Thanks!

Questions?@dan_jenkins