The Enterprise wants WebRTC -- and it needs Middleware to get it! (IIT RTC Conference session - 2015)
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The document discusses the disruptive nature of WebRTC in enabling real-time communications and contextual data integration in enterprises, highlighting the need for middleware to facilitate these advancements. It emphasizes the shift towards systems of engagement that leverage mobile, social, and big data while demonstrating the growing significance of WebRTC in improving customer interactions and operational efficiency. Furthermore, it outlines various middleware functionalities and use cases essential for effectively implementing WebRTC within business processes.
The Enterprise wants WebRTC -- and it needs Middleware to get it! (IIT RTC Conference session - 2015)
- 1. © 2015 IBM Corporation The Enterprise wants WebRTC and it needs Middleware to get it! Brian Pulito Email: [email protected] Twitter: @brianpulito Linkedin: brianpulito
- 2. Why is WebRTC so disruptive? 1 x Eliminates complexity of delivering codecs and streaming protocols x Closely aligned with HTML 5, programmed via JavaScript x Support for mobile platforms and web browsers x Enables real-time data communications in addition to voice and video x Strong industry support 1 It contextualizes communications!
- 3. What is context relative to WebRTC? A. Data derived from interactions with a web site? B. Transactional data stored in a business system? C. Information derived from streaming analytics? D. Sensor data from an IoT device? E. All of the above? 2 Context is being combined with WebRTC to: • Provide whitelist for who should be communicating • Provide triggers to initiate real-time interactions • Provide subject matter for real-time interactions • Provide real-time feedback on what is being communicated
- 4. 3 So where’s the context? Internet Of Things Mobile & SocialBig Data & Analytics Systems of Engagement Systems of Record DB ERP CRM HR
- 5. 4 The way enterprises reach and understand customers is rapidly evolving Contact Center Trillions 2015+
- 6. 5 Integration needs are continually changing
- 7. Systems of Engagement “focus on people, not processes....These new systems harness a perfect storm of mobile, social, cloud, and big data innovation to deliver apps and smart products directly in the context of the daily lives and real-time workflows of customers, partners, and employees” source Forrester 6 So what are Systems of Engagement?
- 8. So what does all this have to do with WebRTC? Greater customer satisfaction than non- WebRTC users 202% Increase in number of organizations deploying or evaluating WebRTC today 3x Businesses believe WebRTC has the potential to improve Contact Center Services 9 out of 10 Projected Y-t-Y Improvement in Agent Utilization rates 28% 53% Retailers have systems that don’t adequately support cross- channel activity on the buying side WebRTC Devices that customers, partners and business people will use to collaborate 2.3B Growth potential for Unified Communication ecosystem integration 14+% www.aberdeengroup.com Aberdeen Group- March 2015 http://www.webtorials.com/content/2015/07/2015-webrtc-state-of-the-market-report.html, http://disruptive-analysis.com/webrtc.htm
- 9. 8 What glues all this together…Middleware! Systems of Engagement Systems of Record Systems of Record DB ERP CRM HR Middleware provides the infrastructure needed to deliver highly customized and contextualized user experiences
- 10. WebRTC Middleware for the Enterprise What is WebRTC Middleware? Enables scalable, secure signaling Web and Mobile SDKs for client development Gateway for SIP/IMS federation SIP Servlets for customization Media server control for media processing Integration with enterprise security, messaging and APIs Development tooling 9
- 11. WebRTC Middleware Reference Example Coturn Open Source STUN/TURN Server Dialogic XMS Media Server (Transcoding, Multiway, Record/Playback) WebSphere Liberty (Rtcomm Gateway, JSR 289 SIP Servlets) HTML5 Web Browser JavaScript Applications WebRTC SDK Web/Signaling Proxy (HTTP, SIP, WebSockets) STUN/TURN Server Sig Gateway, App Server. Message Broker (SIP Servlets ) Media Processing Server DMZ SIP Services (Contact Center) Media + ICE JSR 309 Internet Clients Intranet Media + ICE Media Relay HTTP/REST Signaling HTTP/REST WebRTC Middleware 10 Signaling Analytics Services Systems of Record Enterprise IMS Core Microservices Native WebRTC Mobile Apps Hybrid and Native Applications WebRTC SDK Business Services
- 12. Use Case 1: WebRTC Cloud Analytic Solutions 11 A/V Analysis Analytics Mobile Notifications Push Enterprise Contact Center Surveillance Network SBC/SIP Gateway Carrier Network IMS Use analytics to provide context: • Customer insights • Sentiment analysis • Video analysis • Text-to-speech Real-time A/V Signaling APIs JSR 309 WebRTC Media = Big Data WebRTC Middleware MRF as a service for transcoding, mixing, recording…. MPLS IMS Core
- 13. Use Case 2: Business Communications External company directories Web based contact centers Partner Project Spaces 12 Internet WebRTC Middleware signaling Enterprise IMS core Enterprise Contact Center Systems of Record Systems of Record DB ERP CRM HR Integration BUS MRF as a service for transcoding, mixing, recording…. media Team Rooms Event streaming WebRTC for Business Processes media Business Network
- 14. WebRTC Application Server • WebRTC Gateway for protocol normalization • SIP Servlets for federation and convergence • Media Server Control for media processing (JSR 309) • Off the shelf services for rapid prototyping • J2EE for accessing Systems of Record, messaging, etc. 13 WebRTC Gateway Transport (TCP, SSL, UDP) SIP Servlets Baked in WebRTC Services Media Server Control Converged App JavaEE 7 (HTTP, JMS, EJBs, etc.) Converged App Converged App Restcomm
- 15. SIP Servlets (JSR 289) 14 “The Session Initiation Protocol (SIP) is a signaling communications protocol, widely used for controlling multimedia communication sessions such as voice and video calls over Internet Protocol (IP) networks.” (source: Wikipedia). SIP App SIP Servlet 1.1 SIP App SIP App SIP/HTTP App TCP UDP TLS WebRTC Application Server SIP Servlets provide: • A programming model for creating business logic • A signaling bridge between SIP (calls) and analytics • Programmable access to media servers • Federation to PSTN, VoLTE and IMS (both enterprise and CSPs)
- 16. Media Server Control API (JSR 309) and Liberty 15 The Media Server Control API is intended to provide multimedia application developers with a generic Media Server (MS) abstraction interface. It defines both a programming model and an object model for MS control independent of MS control protocols. (Source: JSR 309 Specification) Application MediaGroup (IVR functions, record, playback… Media Servers Media Mixer Media composition (JSR 309) Network Connection (SDPs) WebRTC App Server SIP MQTT HTTP RTP SRTP DTLS ICE
- 17. 16 Common Media Server Use Cases Multi-party mixing InterworkingTranscoding Stream processing Person-to-machineRecording Source: Dialogic
- 18. Enterprise security model Secure inter server connections using: Mutual authentication over SSL 17 WebRTC App Server Secure client signaling WebSockets over SSL for encryption LTPA or oAuth for Authentication Identity assertion using topic ACLs WebRTC client WebRTC client STUN/TURN Secure Media Streaming DTLS and SRTP via WebRTC STUN/ICE/TURN for NAT traversal Must integrate with existing enterprise security infrastructure WebRTC App Server
- 19. • WebRTC SDKs should: • Encapsulate signaling and complexities of WebRTC • Provide a rich set of APIs for customization • Support both web and mobile app development • Easily integrate with rapidly evolving client frameworks • Support enterprise security models 18 Extending the reach of middleware to the WebRTC enabled client WebRTC SDK HTML5 JS Framework Applications JavaScript Applications WebRTC Mobile Applications WebRTC Middleware
- 20. Base WebRTC SDK: hides call signaling and WebRTC complexities Framework Specific SDK: pre-built UI widgets for rapid development WebRTC Client SDKs 19 HTML5 Bootstrap jQuery JS Frameworks Base WebRTC SDK Web Browser Framework Specific SDK JS Framework Applications JavaScript Applications WebRTC
- 21. rtcomm.js – JavaScript client for Rtcomm • JavaScript library for Real-Time Communications • JavaScript framework agnostic • Encapsulates complexities of WebRTC API and signaling • Includes sample video chat application Install via bower: > bower install rtcomm https://github.com/WASdev/lib.rtcomm.clientjs 20 rtcomm.js
- 22. lib.angular-rtcomm – Rtcomm for AngularJS • AngularJS is a popular JavaScript framework for creating web and mobile applications. • Includes UI directives (widgets) for rapid client integration • Angular Rtcomm Service for creating custom directives • Angular Controllers for simple configuration of the client https://github.com/WASdev/lib.angular-rtcomm Install via bower: > bower install angular-rtcomm 21 angular-rtcomm
- 23. angular-rtcomm landing page: Get started now! Three options for developers: 1. Test widgets directly on the landing page. 2. Build your own angular applications using provided backend. 3. Build your own sandbox with Liberty using provided MQTT broker. 22 http://angular-rtcomm.wasdev.developer.ibm.com The angular-rtcomm landing page is an interactive AngularJS web application for demonstrating the angular-rtcomm module.
- 24. 23 Mobile app development with WebRTC Base WebRTC JS SDK WebRTC Cordova Plugin iOS WebRTC Android WebRTC Framework specific JS SDK Other JavaScript frameworks… • Supports development of both hybrid and native mobile applications • Allows for a unified code base for browsers, iOS and Android Native Code Cordova Mobile Application Native Application Base Native WebRTC SDK Native Application
- 25. WebRTC and IoT Open Source • Rtcomm (web and mobile SDKs built on MQTT): • www.wasdev.net/webrtc • angular-rtcomm • http://angular-rtcomm.wasdev.developer.ibm.com/ • Paho MQTT client • http://www.eclipse.org/paho/ • Node-RED • http://nodered.org/ 24
- 26. WebRTC Middleware Conclusions • Context is king when it comes to WebRTC • Systems of Engagement are delivering the context • These systems are built on enterprise middleware 25 To learn more visit: www.wasdev.net/webrtc WebRTC solutions need middleware to integrate well with new and emerging Systems of Engagement!
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Editor's Notes
- #3: Global IP Solutions
- #9: Sources: https://bloggeek.me/wp-content/uploads/2015/06/201506-webrtc-infographic.png Customer sat: www.aberdeengroup.com Aberdeen Group- March 2015 ROIs are not based on If customer uses WebRTC or not but how to integrate WebRTC capabilities within your organization to enhance Agent productivity and improve customer experience management programs Source Reports - Webtorials: 2015 WebRTC State-of-The-Market Report - http://www.webtorials.com/content/2015/07/2015-webrtc-state-of-the-market-report.html, http://disruptive-analysis.com/webrtc.htm
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