1 WebRTC in the Call Center and Number Replacement © 2015 Ingate Systems AB Prepared for:Ingate SIP Trunking, UC and WebRTC Seminars WebRTC in the Call Center and Number Replacement ITEXPO October 2015 Anaheim By:Karl Ståhl CEO Ingate Systems AB (and Intertex Data AB, now merged)

2 The Most Obvious WebRTC Application  We do see WebRTC today  Pizza Hut ordering type is fine as a web app  Holding back: Not yet in all browsers: Google’s Chrome, Mozilla’s Firefox and Opera have it Not yet in Microsoft’s Internet Explorer and Apple’s Safari (expected at least when H.264 is mandatory and standards are set) But plug-ins, WebRTC browser libraries are appearing, real apps being built supporting more platforms Contact center queues and IVR often require more – SIP integration  But it’s coming – One real example Ingate is working with is exemplified  Let’s look at three aspects and two locations: Web Callers Better and Huge Savings WebRTC Call Agents LAN Company Web Server ICE media STUN TURN SERVER WS/WSS

3 A small demonstration of what’s behind the scene, using Ingate’s local test site here and public test site in Sweden You can it yourself at: Live with many aspects of WebRTC functions and features and their integration with SIP, using the WebRTC & SIP Companion gateway and SBC To prove that we also are really using SIP trunking hooked to good old telephony, dial Swedish from any phone ”to disturb this presentation”. I am simply registered at this web site as 1) Using the local test setup, show a click-to-call to an old analog phone. (It could have been an ordinary call to a conventional call center) 2) Using the public site, webrtc.ingate.com, make a video call to show click-to-call to another WebRTC browser

4 One Announced Contact Center Using WebRTC Ingate working with:CT WebRTC UC3 Majority of contact center calls are preceded by a website visit. …better paths of communication… …the majority of the transactions start on the web

5 It’s not only the web: We Need The WebRTC Calls Into the Contact Center Ingate provides a WebRTC- SIP gateway in the trunk CPE, so WebRTC calls go into the existing auto attendant, queues, forwards, transfers, conference bridges and PBX phones. The same gateway can integrate WebRTC clients WebRTC by itself bypasses the SIP PBX/UC infrastructure. Voice/Video and more, from click-to- call buttons and passed links etc.

Web-Based Caller benefit Eliminates PSTN charge. Faster time to resolution. Improved customer experience CT WebRTC UC3

7 Demo in progress: WebRTC Can Do Much More The demo progresses… 2) After sharing a screen, the customer in queue is asked to wait and can still chat 1) I get the customer IM 3) After customer screen shared, I can IM back, or simply unmute and talk.

Web-Based Agent Experience CT WebRTC UC3  Browser-based communication between agent and the customer using multimedia channels.  Switching between the communication channels during the connected session on the web.

9 Behind the Scenes: The WebRTC-SIP Gateway &… Toll Free numbers when clicking: (Click-to-call to the contact center sidesteps PSTN numbers) Ingate provides a WebRTC-SIP gateway in the trunk CPE, so WebRTC calls go into the existing auto attendant, queues, forwards, transfers, conference bridges and PBX phones. The same gateway can integrate WebRTC clients WebRTC browser clients can be used both on the WAN side and LAN side

10 Huge Economic Implications of a WebRTC-SIP Companion Gateway Toll Free numbers when clicking: (Click-to-call to the Contact Center side-steps PSTN numbers) 10 Who doesn’t want a share the 800-number obsoleted cash flow? x1000 calls makes $15 Million

11 To add WebRTC click-to-call buttons to enterprise websites, simply copy some JS- code from the SIParator® Companion into the enterprise website. Deployment and installation will be the same as for SIP trunking – The SIParator is already at the demarcation point (between the Internet and the enterprise LAN) and interfaces with the PBX/UC/contact center solution – Just like when SIP trunking using a SIParator, WebRTC goes into the PBX/UC/Call center (and/or directly to a browser anywhere). With a “WebRTC & SIP Companion” Gateway, adding Click-to-Call to a Web Site is Simple

12 © 2015 Ingate Systems AB Thank You! WebRTC in the Call Center and Number Replacement