Collaboration and Conferencing Applications
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1 1
2 Collaboration and Conferencing Applications Session B2-3 E. Brent Kelly, Ph.D. President and Principal Analyst KelCor, Inc. Vice President and Principal Analyst, Constellation Research 2
3 Speakers Chad Hart Director, Product Marketing Dialogic Soufiane Houri Vice President, Products Weemo 3
4 Chad Hart Senior Director, Product Marketing Dialogic MEDIA CHALLENGES IN CONTACT CENTERS 4
5 State-of-the-Art Voice, video, text 2 or multi-party Web or mobile app PSTN calling Share screen, desktop, docs Webcasting Real-time video augmentation APIs for 3 rd parties 5
6 State-of-the-Antiquated? % reliability Universal interoperability IVR with Text Speech Regulatory compliant Supervisor modes Recording & playback API s for systems integration 6
7 Contact Center Integration Contact Center Web-based Application integration Traditional click-tocallback accelerated by WebRTC click Web Apps SIP HTTP Application Server Media Interface Media Control Location SIP PSTN SBC RTP Media Server RTP Agent 7
8 Contact Center Integration Contact Center Web-based callers Eliminate PSTN charges Faster time-toresolution Improved customer experience HTTP Web Apps WebRTC Signaling HTTP SRTP Application Server Media Interface Media Control PowerMedia XMS RTP SIP Agent WebRTC Browsers 8
9 Contact Center Integration Contact Center Web-based agents WebRTC reduce cost of supporting remote agents Optional video integration PSTN SBC Web Apps SIP HTTP RTP Application Server Media Interface Media Control Media Server Location WebRTC Signaling Agent WebRTC Browser 9
10 Case Study the TravelAgency 10
11 Challenge: Multi-party topology ipad with SIP client Video stream WebRTC browser Desktop SIP video client Android tablet with SIP client Android smartphone with SIP client 11
12 Peer-to-Peer Mesh Works for a few parties 12
13 Peer-to-Peer Mesh Doesn t scale for many parties 13
14 Streamline with Media Server Centralized media server Provides scalability Improves mobile performance Dynamic backend control MCU 14
15 Challenge: mixed capabilities 1920x FPS H x FPS H.261 Desktop SIP video client ipad with SIP client WebRTC browser Android tablet with SIP client 1280x FPS H x FPS VP8 1280x FPS VP8 724x FPS VP8 Android smartphone with SIP client 15
16 Challenge: Mobile Supporting WebRTC Screen size Camera resolutions Codecs Battery life 16
17 Application Integration Application Control MRCPv2 Speech Server (ASR/TTS) Protocols: MSML (SIP based) Network Camera RTSP Server Application Server RESTful API (http based) JSR309 (Java based) VXML (script based) PowerMedia XMS Web Mgmt NetAnn VXML RESTful API MSML JSR 309 Connector NETANN (SIP) Javascript/JSON Common SIP Endpoints WebRTC Enabled Browsers Web Console & RESTful Management API 17
18 Solving CC Media Challenges Challenge Centralized Mixing Solutions Transcoding/ Transrating Application Interworking Leveraging existing infrastructure Leveraging existing phones/clients Multi-party conferencing Optimizing for mobile Rapid application development 18
19 Soufiane Houri VP, Product Weemo, Inc. 19
20 What is Collaboration? col lab o ra tion the action of working with someone to produce or create something. What are the current barriers of collaboration? - Can they communicate within the same workflow? - Are they using the same communication tools? - Can users easily find and communicate with each other? - What does it cost in $$ and productivity loss?
21 Disparate Disconnected Tools Switching Context is Inevitable
22 What if you could escalate your conversations directly from within your business workflow to contextual video collaboration without losing a beat?
23 Device Diversity & Social Explosion Evolution of Collaboration Apps Text-based Collaboration Only Pre-social Integrated Real-Time Video Social Enterprise Enablement Standalone Software + Monolithic Conferencing Solutions Cloud Adoption 23
24 Use Cases Healthcare Consult or instruction Discharge follow-up Enterprise collaboration Enterprise Social Platforms and Communities and calendaring Education Virtual classroom Cross language instruction Human Capital Management Recruiting Performance evaluation 24
25 In-App Real-Time Video Role of WebRTC technology Paving new ways to collaborate in real-time No more silos :: Focus on customer experience Real-Time Video Multi-Party Conferencing
26 Questions? 26
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