Webinar WebRTC — What Is It And Why Should I Care? Art Schoeller, Vice President, Principal Analyst July 22, 2014. Call in at 12:55 p.m. Eastern time

Unified communications adoption continues to expand

WebRTC will evolve to be a key component of UC Presence Single user identify Integrated desktop Common user experience Simplified management SIP support Unified conferencing (audio, Web, video, text) “Out-of-the-box” integration to collaboration Mobility integrated calling APIs and toolkits Unified messaging IP telephony/ VoIP

WebRTC will play a key role in embedding UC inside applications

WebRTC architecture for embedded communications in browsers Source: April 10, 2014, “What You Need To Know About WebRTC” Forrester report

Key functions and attributes of WebRTC Embedded in browsers Requests a session Manages audio and video resources at the endpoint Provides for data exchange between endpoints Standardizes firewall traversal

What WebRTC is not No directory services No communications infrastructure No QoS No end-to-end session management No back-end services (e.g., conferencing) No presentation layer/user app

WebRTC is designed to be peer-to-peer

Multipoint becomes a challenge

Integration to signaling and directory infrastructure

What WebRTC will do Simplify deployment of UC apps. Accelerate integration of UC into social, business, and customer service applications.

WebRTC standardization constraints The “codec” war — disagreement over Google’s VP8/VP9 codec licensing Microsoft contributions show deep engagement but lack of endorsement. Apple’s “radio silence”

Support for WebRTC UC app platforms (e.g., Twilio) Integration tools (e.g., TokBox) Carrier support “tepid” A method to support/control OTT services Unclear IMS integration strategy UC vendors (e.g., Cisco Systems and Avaya) Device manufacturers will come along.

How Schuh uses video chat Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

Recommendations Enterprise UC road maps and vendor selection should now include WebRTC. Consider customer support use cases. Explore embedding WebRTC into key enterprise collaboration applications. Enterprise social networking Internal collaboration portals External collaborator (e.g., supply chain partners) communications

Art Schoeller aschoeller@forrester.com