March 2017

WebRTC in Finance1

John Samaras

Regional Sales Manager

john.samaras@gmail.com

WebRTC is a technology designed to enable users to interact with each other

using voice, text and video communications through browser-to-browser

communications without the need for additional plug-ins/utilities.

It is a technology powered by Google and continuously attracting more vendors

offering Collaboration as a Service offerings. WebRTC is an open-source

application programming interface (API) first introduced by Google in 2011.

Google's goal for WebRTC is to deliver a standard-based, real-time media engine

that will be free and resident in all available browsers.

We will try to “show” you WebRTC instead of “tell” you about it.

Follow the link https://www.auvious.com/ using Chrome, Firefox or Opera

browser. This is a free virtual meeting platform developed by experienced

software engineers specialized on WebRTC technology.

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WebRTC as a technology

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Why using WebRTC

1. No need for proprietary software

There’s no need for plugins, proprietary software or downloads. WebRTC just works when used with

modern browsers. Users click a link or a “live Assistance” button and immediately they can have audio/video

chat, screen sharing, chat and file sharing.

2. Numberless

Instead of being forced to call a landline or mobile phone number, people will be able to click on a link and

be instantly connected.

3. Data is encrypted by default

Unlike many real-time communications technologies, WebRTC comes encrypted out of the box as part of

the standard.

4. Seamless user experience

WebRTC is easily embedded in web sites and apps through a few lines of standard HTML 5 code. This

means that real-time communications via WebRTC can be more organically wrapped in the applications that

users already are using , so there’s no need for them to change applications to communicate.

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Why using WebRTC

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5. Cutting edge tech

Traditional real-time communications software is hard to create, update and deploy. So it

evolves slowly. Because WebRTC is so easy to work with, and it is a new technology, it

embraces the latest development methodologies and uses the most recent innovations in

communications.

6. Advanced video & video quality – Adaptive to network conditions

WebRTC is an adaptive network solution that compensates and adjusts to changing network

conditions. It adjusts the communications quality, responds to bandwidth availability, detecting

and avoiding congestion

7. Interoperability with VoIP and video

Major advantage of WebRTC is its promise of interoperability with existing voice and video

systems. This includes devices using standard protocols SIP, Jingle, XMPP, and the PSTN.

8. Cost

WebRTC can be as cheap as free, since it is based on an open standard. This is a trick that

traditional unified communications solutions cannot match

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5WebRTC Adoption

Industry status forecasts

Browsers market share

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WebRTC Infographic Usage

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Use Cases8

WebRTC in Finance

“Live Assistance” Button for Retail Banking

“Live Assistance” provides both basic customer support as

well as specialized or advisory services that could revolutionize

both mobile and online banking. Web site telephony gives retail

banking customers the ability to click on a “LiveAssistance”

Button to call (audio and /or video) from the retail banking

enterprise web site without the need for a download or app (on

Chrome, Firefox and Opera).

Examples :

https://www.mbank.pl/kontakt/oferta-indywidualna/

Amex’s Ipad app :

http://www.mobilemarketer.com/cms/news/video/17185.html

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Wealth Management

Private banking/ Premiere customers

The eligible customers can have video meetings for annual reviews or

face-to-face communication with their banking advisor that is available

at a time that suits them, straight from their smart device (mobile,

tablet) or web browser (desktop), initiating a video call, instant

message exchange or voice call.

Examples :

http://www.theguardian.com/business/2014/nov/30/barclays-roll-

out-face-to-face-video-banking

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Leveraging Branch Locations

Banks are coming up with innovative ways to operate branches

with maximum efficiency while getting the most out of customer

visits.

ATMs are computer-powered kiosks for banking, so why not put an

audio/video communication option directly into the ATM, so that if a

customer has a question they can speak with someone?

Examples :

Bank of America recently launched :

http://www.theverge.com/2013/4/5/4186476/bank-of-america-

launches-atms-with-teller-assist-video-chat

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Video-identity verification

The user is directed to a short two-way video session with a customer-service advisor, allowing verification of the user's identity against a photo, or by holding an ID/passport up to the camera.

Examples :

ING Germany simplifies account opening process with video Legitimation

https://www.ing.com/Newsroom/All-news/NW/ING-Germany-simplifies-account-opening-process-with-video-legitimation.htm

BBVA has chosen Oracle Communications technology to enable customers to open new accounts via their mobile devices

https://www.bbva.es/eng/particulares/index.jsp#

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Using WebRTC for Authentication

Catering to consumers fed up with lengthy authentication processes, such as PIN codes and passwords, companies are turning to voice/facial recognition to speed up safe transactions. WebRTC allows you to authenticate yourself using your voice, as one level of authentication.

Examples :

The biggest mutual fund in the US, Vanguard, now allows you to authenticate using a series of voice words as a trigger. https://personal.vanguard.com/us/XHTML/com/vanguard/retail/web/vbio/selfprovisioned/xhtml/VoiceBioSelfProvisionedJumpPage.xhtml

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Insurance claims management

“See what I see” use case.

Phone-to-Desktop real time communication over web.

Example : https://www.esurance.com/video-appraisal

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WebRTC transforming field services

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“See what I see” use case.

Leveraging front and rear-facing cameras on mobile devices, remote

experts can experience the field technician’s service challenge first hand.

Combined with collaboration tools like drawing, annotations and more, field

technicians have the support they need to finish the job.

All support calls can be archived. That means if a technician does run into

an unusual problem during a particular job, that recorded experience can be

used as a training material to improve training and processes for field

technicians.

Chrome Push / in-app Notifications and WebRTC

“Push notification” is the delivery of information from a software

application to a computing device without a specific request from the

client. In marketing terms, push notification is a strong tool in order to

create brand awareness and engagement with the customers.

While Google offers push notification service for Android, Chrome takes

this powerful tool one step further as it introduces push notifications for

the browser in both Android phones /tablets and desktops.

In context of WebRTC, this means that if a user asked to be contacted by

a live agent, the website can alert the user that an agent is now available

and make the WebRTC call to him even if the user is not visiting that

website anymore

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Web based Collaboration & Teamwork

Business challenge : As the enterprise grew

enormously through several acquisitions to expand

its business , the need for connecting employees

across numerous facilities in different regions also

increased. It is important to encourage employees

to collaborate more effectively. The company

therefore wishes to develop an open, secure

platform to help employee collaboration and

communication.

Result : The company is able to give employees

access to the collaboration tools immediately, and

this leads to a rapid increase in employee

engagement.

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E-Commerce / Personal Shopping

As online shopping continues to dominate the consumer market,

retailers must find ever-innovative ways to engage personally

with their customers.

Integrates easily into your existing platforms and business

logic.

Increases brand loyalty.

Boosts efficiency through automated workflow.

Establishes stronger personal relationships with your

customers

Examples : Amazon “MayDay” button

http://www.amazon.com/gp/help/customer/display.html?nodeId=2015

40070

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WebRTC and Social Media

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The Future of WebRTC and Social Media:

Interactive social media Video Streaming

From a business perspective, social media offers

enhanced customer service opportunities. It

helps grow their outreach and improve business’

sales through promoted content and brand

transparency.

It is proving to be particularly popular for

businesses that want to broadcast via video to

their followers.

From a business perspective

It’s Not Just Customer Support

Today’s consumers are used to communicating with companies or brands on

their own terms whether it’s through a tweet, Facebook post, or ‘click to chat’

functionality.

WebRTC introduces a new customer service paradigm – digital face-to-face

communications within context. While other formats are largely

anonymous/impersonal, driven by social accounts and asynchronous text,

WebRTC-enables communications that is highly personal and engaging,

fostering deeper and more meaningful interactions.

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THANK YOU

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