WebRTC Use Cases and Customers

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WebRTC Workshop
Open discussion on the ecosystem
The WebRTC Use Cases/Deployments –
A sample of current activities

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WebRTC Workshop - Open discussion on the ecosystem
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13:00 Introductions Doug
13:10 What is (and isn't WebRTC) Tsahi
14:00 Standaradization, IETF and WebRTC Victor
14:45 Break
15:00 5 WebRTC Archetypes Tsahi
15:45 The WebRTC Use Cases/Deployments Doug
16:30 Implementation/Architecture Details Tsahi
17:15 Wrap-up Victor

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WebRTC Opportunities/Use Cases
Web Conferencing
Contact Centers
IMS
Unified Communications
Vertical Industries

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Web Collaboration: Google Hangouts
Environments: Hosted Conferencing Services
•User benefits
–Easy to add “click to dial” to meeting invites
–Integrates with web-based collab tools
–No browser compatibility issues
–Toll-free audio
•Service provider benefits
–Augment PSTN-only conferencing services
–Easy deployment & modification
Signaling over
WebSockets

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WebRTC Opportunities/Use Cases
Contact Centers
Web Conferencing
Contact Centers
IMS
Unified Communications
Vertical Industries

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Advanced Contact Center
•User benefits
–Connect immediately to an agent (no IVR) using the browser’s media capabilities
–No more click-to-call or call back required
–Use computing device as a phone
–Answering my questions quickly and efficiently
•Enterprise benefits
–WebRTC embeds RTC capabilities directly into web pages
–Browser context (page view) info can be shared
–Drive down the cost, no need of physical phone
–Integration with Social Network / BigData
–Pull your customer to your website
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WEBRTC SESSION CONTROLLER
SIP
HTTP
MEDIA STREAM
JSR 309
JDBC
SOCIAL
NETWOKS
COMMERCE
APPS
TRADITIONAL
AGENT
MEDIA SERVER
WEBRTC
AGENT
DATA
Cost Savings: Overall savings of $17M per year over a 5 year period on communication and marketing costs
Environments: Enterprises with Customer Care

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WebRTC : Contact Center
•For a contact center with 1000 seats and Marketing budget of $100M
–Effective communication = reduced interaction time. 15% reduction resulting in savings of $6.6M
–Save on network and contact center licenses ($120/seat/month), initially 720K ramping to $1.15M after two years
–Reduction in recurring maintenance costs – license support, upgrades, PSTN connection etc. estimated to be $400K
–Improved customer experience reduces churn, and increases loyalty rates, hence reducing market spend by at least 10%
*Source: Interactive Experience 2.0, Transformation of customer experience with web based real time experience
Benefits and Value
Cost Savings: Overall savings of $17M per year over a 5 year period on communication and marketing costs

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Deployment Example: Amazon Mayday
•How WebRTC is used
–Enables voice, video, and other forms of collaboration
–Well-integrated into Kindle device (no special setup; no exposure of WebRTC technology to end customer)
•Benefits
–Face-to-face engagement with high value customers
–Ability to reach customers that always require live help
Customer &
WebRTC Endpoint
(Kindle)
Agent Desktop

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WebRTC Opportunities/Use Cases
IMS and the PSTN
Web Conferencing
Contact Centers
IMS
Unified Communications
Vertical Industries

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Web-Phone
Environments: Traditional IMS Connection with VoIP Services
•User benefits
–Allows remote access to telephony features anywhere in the world
–Easy alternative when phone is lost/dead
–Avoid roaming or multi-SIM use
•CSP benefits
–Differentiating feature
–Increases usage of CSP’s network
–Potential new revenue

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Web to IMS interconnect
Environments: Comms as a Service – Social, Gaming, Etc.
•User benefits
–Access the ~6B+ users on the PSTN
–Lowers barriers to entry (everyone already has a PSTN phone)
•Web service provider benefits
–Securely connect WebRTC calls to the PSTN
–Add core-network protections to all traffic
WebRTC enabled web-site
WebRTC
Signaling
SRTP
IMS
RTP
SIP

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Enable RCS – Finally!
Environments: Mobile SPs
•User benefits
–Allows remote access to RCS features anywhere in the world
–Seamless use of comms in any environment
–Enhance RCS with web-based features
•Service provider benefits
–Differentiating feature
–Increases usage of SP’s network
–Potential new revenue
Extend RCS/joyn services anywhere on the web

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13
webRTC Architecture
Bob
Alice
Server
1
2
3
4
5
Négo SDP
Interconnecting the webRTC Client to non-webRTC cleints (NGN, VoIP clients…) is achieved through IMS
Signalisation (flow) not standardized
•SIP, Jingle, Proprietary
•Over http, Over WebSocket
•SDP Offer SDP Answer
SDP Codec War:
•Opus, VP8/VP9
versus
•IR.92 (VoLTE)
AMR-WB (VoLTE),
H.264 (ViLTE),
H265
•VoIP
G711
G722
PSTN
NGN
Other
Operators
IMS

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Access
IMS
VoIP
Other Operators
VoLTE ViLTE
Legacy
Legacy
VoIP PSTN
A-SBC
I-SBC
3rd-PTY Developers
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webRTC and IMS (1/2)
WebRTC GW
WebRTC Portal
web
telco
Transcoding VP8-H264 sRTP – RTP
Html5 - SIP
-Authentication
-Interworking OSS
-Open to 3rd PTY via API
Interoperability
-Any Device
-Any Operator
-Security
-Transcoding
Bob
Alice
W3C
Server

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Access
IMS
Other Operators
A-SBC
I-SBC
15
webRTC and IMS (2/2)
WebRTC GW
WebRTC Portal
Bob
Alice
AS
RCS AS
IP SM GW
LI
CCF
HSS
VMS
-Legal Interception
-Billing
-Fraude
-Reachability
-Identity
-Conference
-Announcement
-Legal Interception
-Diversion
-Multi-Ringing
-Reachability
-Chat
-Group Chat…
-Emergency Call
MRF
-IM-to-SMS
IMS allows full integration of webRTC with any device located anywhere belonging to any operator providing legacy support No silos!

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BICS IMS

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Large European Operator: Connecting Client Devices
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Large European Operator: PSTN Call Setup
BROWSER
WSC
OCCAS (PX)
GW
PHONE
01: JSON CONNECT/Request
02: SIP INVITE
03: SIP 100 TRYING
JSON CONNECT/Initial Response
Optional Response
04: SIP INVITE
05: SIP 100 TRYING
06: SIP 100 TRYING
JSON CONNECT/Initial Response
Optional Response
07: ISUP IAM
08: ISUP ACM
09: SIP 183 SESSION IN PROGRESS
10: SIP 183 SESSION IN PROGRESS
11: JSON CONNECT/Initial Response
ICE Negotiation
12: RINGING TONE
Start sending received PSTN Audio via RTP (WSC-GW)
Sending received PSTN Audio via SRTP
13: ISUP ANM
14: SIP 200 OK
15: SIP 200 OK
16: JSON START/Final Response
17: JSON complete
18: SIP ACK
19: SIP ACK
20: ACK
Bi-directional Media Transfer over SRTP/RTP (WCS-GW)
WSC can absorb multiple messages from SIP side and send single message to client and vice-versa, therefore those messages are marked as optional

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WebRTC Opportunities/Use Cases
Unified Communications
Web Conferencing
Contact Centers
IMS
Unified Communications
Vertical Industries

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Web Collaboration: Unified Communications
Environment:Enterprise/Business
•User benefits
–Provides UC on any device with a WebRTC- compatible browser
–Seamless & secure remote worker access via secure WebRTC methods
•Enterprise benefits
–WebRTC-enable existing enterprise UC system
–Allows for browser-based UC independent of UC client vendor
–Doesn’t require a thick UC client to be installed & maintained
Third-party UC client apps
UC client apps on
Tablets, PCs, Smartphones
Remote Worker
UC client
Enterprise UC
System

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Web Collaboration: Unified Communications

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Features
•Multi device UC client
–Web browser including IE & Safari via plug-ins
–Hybrid applications for Android & IOS
•Contact list management & presence
•Voice & video calling between contacts and to unknown contacts via dial- pad
•Instant messaging with remote storage of chat history
•File transfer
•Screen sharing
Oracle Confidential – Internal/Restricted/Highly Restricted
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Features: Video Call From Webmail
•Video call with another Convergence user
•Terminate video call from convergence to other WebRTC end points
•Send Messages or other info through IM while on a video call
•Minimize / Maximize video streams including full screen mode

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Features: Audio & Video Conference From Webmail
•3rd party video conference between Convergence users
•Video conference with upto 6 participants
•Send messaging through IM while on a conference
•Minimize / Maximize video streams include full screen mode

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Features: Transfer An Ongoing Call
•Seamless transfer of an ongoing call to another device
•Pick up call without any loss of media

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Features: Collaborate - Screen Sharing
•Sharing desktop screen between Convergence users
•Enables collaboration and enhanced worker productivity

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Features: Seamless Escalation of Communication
•Convert an IM/Chat session into a real-time audio call
•Upgrade an audio call to video call
•Invite additional participants to convert 1:1 calls to Conferences
•Continue IM conversations while on call

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Large Global Carrier: WebRTC UC Snapshot
•UC2: Browser calls external number (Break-out)
•UC3: External number calls Browser (Break-in)
Chrome Gadget
JS API
Browser Engine
JS API
NAT
Browser M
Web Server / GW (HTTP/SIP)
TURN Server/
Media Relay
WebRTC GW
PSTN GW / IMS
Signalling
HTTP/JSON
Media
RTP (WebRTC)
Signalling
SIP
Media RTP
SIP trunk
STUN Server

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WebRTC Opportunities/Use Cases
Web Conferencing
Contact Centers
IMS
Unified Communications
Vertical Industries

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Vertical Industry - Entertainment
WebRTC without the Browser
TV becomes an IP-TV
Connects TV to the power of Internet
Re-use household assets
Easy to use

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Healthcare: Sample Screens
Patient Info
Appointment information
Patient Home Screen
Care Team Info
Appointment information
Care Team Home Screen
Provider Information
Appointment information
Provider Home Screen

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Vertical Industry Healthcare
Benefits/News
Effective communication between patient and doctor
Community benefits - rural healthcare, increased collaboration
Eliminate desk and wall phones and communication infrastructure
Near zero communications costs
Time savings
Cost Savings: Overall savings of $2M-$20M
http://stcblog.com/2012/10/31/healthcare-disruption-webrtc/?goback=%2Egde_4677426_member_180792367#%21
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Financial / Banking Use Cases Personal Financial Advisor
•User Benefits
–Personalized 'person-to-person’ relationship available only for you
–Increased value for the customer
•Institution benefits:
–Focus on highly valuable transaction & customers
–Key differentiation compared to others
–Give new tools to bank employee to sell more services
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Vertical Industry – Real Estate
Environments: Business Focused Service Providers
•User benefits
–Seamlessly blends multiple modes of communication & diverse information
–Lowers transaction times
–Higher end-customer satisfaction
–Leverages existing IDs
•Service provider benefits
–Leverages CSP brand
–New value-added revenue stream
Buyer
Agent

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The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.