WebRTC and CPaaS Transforming Communications and Everything Else

Size: px

Start display at page:

Download "WebRTC and CPaaS Transforming Communications and Everything Else"

Edith Powers
6 years ago
Views:

1 WebRTC and CPaaS Transforming Communications and Everything Else Phil Edholm President and Principal PKE Consulting LLC Phil Edholm President and Principal PKE Consulting LLC

5 Types of Workers Knowledge Workers Information (Task) Workers Service Workers Definition Interaction and information Unstructured Process Undefined Outcomes Personal Workflow Structured Process with Information controlling flow Defined Outcomes No Personal Workflow Structured Process Do not use information to structure their job Information is only gathered Examples Engineers Executives Salespeople Managers Contact Center Agents Bank Tellers Nurses Policeman Hotel Maid UPS Driver Refuse engineer Taxi Driver US 15-25% 35-45% 25-45% World 10-15% 25-40% 55-70% Workforce Percentages Basis/Sources: PKE Consulting 2017 All Rights Reserved Number of PCs Gartner 800M of 1.6B total 50% Knowledge Workers World Workforce Size World Bank Labor Force US Know/Info Worker % - Wolff/Growth of US Information Workers 65% 5

6 Types of Companies Types of Migration to Unified Communications Traditional Telephony (TDM&IP) UC Solution Telephony Solution Primarily Service Workers Retail, General Manufacturing. Hybrid Telephony and UC UC Solution Telephony Solution Knowledge Workers and large portion of Information and Service Workers General Industry, Design, etc. Knowledge Driven to UC UC Solution Primarily Knowledge Workers Consulting, High Tech Dev. Knowledge Information Service Types of Workers PKE Consulting 2017 All Rights Reserved 6

7 Types of Workers Definition Knowledge UC Workers Workers Interaction and information Unstructured Process Undefined Outcomes Personal Workflow Information (Task) Workers (Task) Workers Structured Process with Information controlling flow Defined Outcomes No Personal Workflow Service Workers Service Workers Structured Process Do not use information to structure their job Information is only gathered Examples Engineers Executives Salespeople Managers CPaaS Contact Center Agents Hotel Maid Bank Tellers UPS Driver Nurses Refuse engineer Policeman Taxi Driver 7 US 15-25% 35-45% 25-45% World 10-15% 25-40% 55-70% Workforce Percentages Basis/Sources: PKE Consulting 2017 All Rights Reserved Number of PCs Gartner 800M of 1.6B total 50% Knowledge Workers World Workforce Size World Bank Labor Force US Know/Info Worker % - Wolff/Growth of US Information Workers 65%

IT Team Telecom Team Integration Middleware

parameters Invoke media Connect together

13 CPaaS Use Cases SMS Messaging Generating alert messages Password updates Reminders Machine Interactive Calls Appointment Confirmations Response Collection Inter-human Calls Connecting two or more parties Cone so the parties do not call each other PKE Consulting 2017 All Rights Reserved 13

14 CPaaS Providers Cisco Spark 14

15 Task Value of Collaboration Tools Sender Seeker TIME TO TASK COMPLETION > Typing > Handwriting (electromechanical) > Handwriting and Typing > Handwriting and Image > Typing and Image > Voice > Voice and Typing > Voice and Handwriting > Video and voice > Communications Rich (FtF) Typing Handwriting Voice Voice and T/C Video and voice FtF Ochsman, Robert B. and Chapanis, A. (1974). The effects of 10 communication modes on the behavior of teams during co-operative problem-solving. International Journal of Man-Machine Studies 6: pgs PKE Consulting 2017 All Rights Reserved 15

16 Relation of Media To Interactivity for Collaboration Communications Needs Change With Relationship Face to Face Videoconference with tools Videoconference Telephony with tools Telephony Instant Messaging Computer WB Voice Mail Video Line Real Time Line Acceptable Range Unacceptable None Familial Relationship PKE Consulting 2017 All Rights Reserved 16

17 Grandma Relation of Media To Interactivity for Collaboration Face to Face Videoconference with tools Videoconference Telephony with tools Telephony Instant Messaging Computer WB Selling Collaboration Video Line Task Based Collaboration Acceptable Range Voice Mail Real Time Line Unacceptable None Familial Relationship PKE Consulting 2017 All Rights Reserved 17

18 Task Task Task Task Selling Selling Task IT Collaborative Tools Use Among Worker Types Employees/Partners Customers Knowledge Workers Selling Task Selling Task Information Workers Task Selling Task Service Workers Task PKE Consulting 2017 All Rights Reserved 18

20 WebRTC Implementations 2 0 Adding WebRTC to Any Web Server WebRTC as an extension to existing networks of servers (Carriers) SIP Web Server with WebRTC Control Vendor A UC Platform with WebRTC Control Vendor C UC Platform with WebRTC Control PKE Consulting 2017 All Rights Reserved HTML & WebRTC API VOIP RTP SIP Signaling

22 CPaaS 2.0 Web/Mobile Only CPaaS Does not integrate with the PSTN Implemented directly in the endpoint device Mobile Device Browser Uses built-in capabilities for voice, text, and video Includes transport services IP PoPs Backhaul ICE/STUN/TURN Media Services PKE Consulting 2017 All Rights Reserved 22

25 CPaaS 2.0 Framework Providers... 25

26 Changing CPaaS Options No Employee Interaction External CPaaS Vendor Messaging integration External CPaaS Vendor App Integration Bots Employee Interaction Internal CPaaS Vendor Comms through PBX Contact Center Integration Contact Center Integration Simple drop in Next Gen Contact CPaaS 1.0 PSTN Integration CPaaS 2.0 Web Integration 26

27 APIs versus mash-ups APIs Require programming Are generally done by developers Are generally business process specific Mash-ups Can be done be users Often referred to as recipes Use defined events to drive other events Can be more generic Microsoft Flow PKE Consulting 2017 All Rights Reserved 27

28 The PaaS Market is becoming communications aware 28

29 Why is this Important? The revenue for traditional telecommunications channels is challenged Cloud telephony is reducing pricing Many offers reduce traditional services revenues Some offers reduce margin to agent levels New Services are critical for your business Process integration is a key potential alternative Significant Potential Value Logical extension of communications relationship It s the Cloud Stupid PKE Consulting 2017 All Rights Reserved 29

providers Compare capabilities to your installed base

30 Strategy for Success Investigate CPaaS 1.0 and 2.0 providers Investigate business orchestration and PaaS providers Compare capabilities to your installed base Develop a business enhancement offer set PKE Consulting 2017 All Rights Reserved 30

The Next Generation of Business Communications Empowerment through Integrations. Daniel Yin - RingCentral

The Next Generation of Business Communications Empowerment through Integrations Daniel Yin - RingCentral RingCentral quick introduction 2 Worldwide Leader in Cloud Communications & Collaboration 2,200+