The document discusses building modern contact center applications using web technologies. It argues that most contact centers are outdated and use technologies like Asterisk that are difficult to maintain and evolve. The author advocates moving contact centers to web technologies like HTTP, REST, WebRTC, and microservices for better scalability, distributed computing power, and faster development. Specific technologies mentioned include Asterisk as a media engine, ARI, Respoke, and IBM Bluemix. The document provides an example architecture using SIP, ISDN, ARI, Respoke, and WebRTC connected through HTTP and websockets. It also discusses using web APIs and services for features like speech to text, sentiment analysis, and more. The author invites the reader to contact him

1. Nimble Ape Ltd
@nimbleapeltd
Dan Jenkins
@dan_jenkins
Building 21st Century
Contact Centre
Applications
astricon2015.sched.org

2. Nimble Ape Ltd
@nimbleapeltd
Dan Jenkins
@dan_jenkins
Building 21st Century
Contact Centre
Applications

3. Nimble Ape Ltd
@nimbleapeltd
Dan Jenkins
@dan_jenkins
Building Business
Specific Contact Centres
with Web Technologies

4. But that wasn’t
very catchy…

5. Dan Jenkins
@dan_jenkins

6. Node.js & WebRTC Developer
Love Lego & Technic
General Geek
Founder of Nimble Ape Ltd
❤ open source

8. github.com/danjenkins

9. @dan_jenkins

10. Nimble Ape
nimblea.pe
dan@nimblea.pe
@nimbleapeltd

11. Node.js
Consulting

12. Microservices
Consulting

13. IoT
Consulting

14. WebRTC
Consulting

15. @dan_jenkins

16. Building 21st Century
Contact Centre
Applications

17. Building 21st Century
Contact Centre
Applications Building
Business Specific
Contact Centres
with Web Technologies

18. Building
Business Specific
Contact Centres
with Web Technologies

19. Building
Business Specific
Contact Centres
with Web Technologies

20. What’s the
Problem?

21. Warning. BOLD
statement imminent.

22. Most Contact Centres
are technologically dead.

23. They’re scared
of evolving.

24. They’re slow
to change.

25. Changes
are feared.

26. Asterisk based
Contact Centres are brittle.

27. Because the
Dialplan is evil.

28. Because the Dialplan
is untestable.

29. Because
app_queue is evil.

30. app_queue is
DEAD.

31. Long Live ARI

32. Long Live
Web Technologies

33. STOP BUILDING YOUR
CONTACT CENTRE ON
DIALPAN

34. STOP BUILDING YOUR
CONTACT CENTRE ON
FREEPBX

35. STOP BUILDING YOUR
CONTACT CENTRE ON
ELASTIX

36. STOP BUILDING YOUR
CONTACT CENTRE ON
<INSERT DISTRO>

37. YOUR BUSINESS
DESERVES BETTER

38. YOUR CUSTOMERS
DESERVE BETTER

39. And finally, you
can do better.

40. Web Technologies

41. HTTP(S)

42. REST

43. Scalable

44. APIs

45. WebRTC

46. Developers

47. Browsers

49. Fast Paced
Development

50. Distributed
Computing
Power

51. Test Driven
Development

52. Contact Centres
need the Web

53. The future of the Contact
Centre is the Web

54. Get Onboard.

55. And the time is
now.

56. How do we do this?

57. Microservices

58. Asterisk as a
Media Engine

59. ARI

60. WebRTC

61. HTTP APIs

62. IBM Bluemix

63. Outline

65. SIP ISDN

66. SIP ISDN
ARI

67. SIP ISDN
ARI Respoke

68. SIP ISDN
ARI Respoke

69. SIP ISDN
ARI Respoke

70. SIP ISDN
Respoke
HTTP
/
Websocket
ARI

71. SIP ISDN
WebRTC
Respoke
HTTP
/
Websocket
ARI

72. SIP ISDN
WebRTC
Respoke
HTTP
/
Websocket
ARI

73. SIP
ISDN
ARI

74. SIP
ARI

75. SIP
ARI

76. SIP
ARI

77. SIP
ARI

78. SIP
ARI

79. SIP
ARI

80. SIP
ARI

81. SIP
ARI

82. SIP
ARI

83. SIP
ARI

84. SIP ISDN
WebRTC
Respoke
HTTP
/
Websocket
ARI

85. Web APIs

86. Custom

87. Customer
Meta Data

88. Call
Meta Data

89. Bluemix

90. Speech to
Text

91. Speech to
Text
Welcome to Astricon
Your contact centre deserves better.
Your customers deserve better.

92. Speech to
Text
£0.0121 Per Minute
1.21p Per Minute

93. Speech to
Text
English (US), Mandarin,
Portuguese (Brazil), Spanish

94. Sentiment
Analysis

95. Sentiment
Analysis

96. Sentiment
Analysis

97. Sentiment
Analysis
English, French, German,
Italian, Portuguese, Spanish
Russian

98. Microsoft
Cordova APIs

99. Speech
APIs

100. Face
Detection

101. Image
Analysis

102. Like what you see?
Nimble Ape can help you
dan@nimblea.pe

103. Thanks!
@dan_jenkins
@nimbleapeltd
dan@nimblea.peQuestions?