contact center options and decisions · contact center options and decisions to integrate or do...

Contact Center Options and DecisionsTo Integrate or Do WebRTC Separate

Chris VitekWebRTC EvangelistGenband

Author: “WebRTC for Enterprises”

STRATEGIES

WebRTC

Revolution or Evolution?

@LawrenceByrd

Panel Participants• Valentine Matula

– Avaya

• Lawrence Byrd – Altocloud

• Brent Morgan– Presence Technologies

• Kris Hopkins– CafeX


@LawrenceByrd

Can’t we just expand email?Maybe Siebel

can do the job?Let’s repaint our

retail stores?

CloudSaaS PaaS IaaS

The CEBP“Promise”

SoftwareDev + DevOps

Revolution

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=9C_yxFGmEdNHnM&tbnid=4qAn72lTelvXRM:&ved=0CAUQjRw&url=http://www.telephonemagic.com/avaya-ip-office/avaya-voip-phone.htm&ei=rgmiU7DtOcWHyASO0oK4DA&bvm=bv.69137298,d.aWw&psig=AFQjCNEZfvXhW8VuyjjCfgCILcJXbwbmdA&ust=1403214631300596

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=9C_yxFGmEdNHnM&tbnid=4qAn72lTelvXRM:&ved=0CAUQjRw&url=http://www.telephonemagic.com/avaya-ip-office/avaya-voip-phone.htm&ei=rgmiU7DtOcWHyASO0oK4DA&bvm=bv.69137298,d.aWw&psig=AFQjCNEZfvXhW8VuyjjCfgCILcJXbwbmdA&ust=1403214631300596

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=2rS7pCML2BubAM&tbnid=TVXaiTNDahLPjM:&ved=0CAUQjRw&url=http://www.adtechglobal.com/pci-compliance-&ei=QQqiU4LiDZWhyASTjYHwAw&bvm=bv.69137298,d.aWw&psig=AFQjCNGXpDkl0L1Kb1u7SlVS-hqvgEYCMA&ust=1403214743930446

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=2rS7pCML2BubAM&tbnid=TVXaiTNDahLPjM:&ved=0CAUQjRw&url=http://www.adtechglobal.com/pci-compliance-&ei=QQqiU4LiDZWhyASTjYHwAw&bvm=bv.69137298,d.aWw&psig=AFQjCNGXpDkl0L1Kb1u7SlVS-hqvgEYCMA&ust=1403214743930446

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=vxRaAyw1kL9YnM&tbnid=dVZdB6wl1kFTNM:&ved=0CAUQjRw&url=https://solutionexchange.vmware.com/store/products/avaya-call-management-system&ei=kQqiU4ipJ9SyyASVzIHwDA&bvm=bv.69137298,d.aWw&psig=AFQjCNHu5l2Sg3rSAqWEhj92pQzqS9Hzpw&ust=1403214855136846

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=vxRaAyw1kL9YnM&tbnid=dVZdB6wl1kFTNM:&ved=0CAUQjRw&url=https://solutionexchange.vmware.com/store/products/avaya-call-management-system&ei=kQqiU4ipJ9SyyASVzIHwDA&bvm=bv.69137298,d.aWw&psig=AFQjCNHu5l2Sg3rSAqWEhj92pQzqS9Hzpw&ust=1403214855136846

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&uact=8&docid=6xzHRgeJdkpcmM&tbnid=b4unFlHiB4Of_M:&ved=0CAgQjRw4DA&url=http://www.usan.com/articles/workforce-management-wfm-software-is-critical-to-your-call-center-operation/&ei=_RCiU9brDoSmyATA1YHAAw&psig=AFQjCNH9fy_c2lDmNnO0bDMcRI7NmqwgyQ&ust=1403216509361341

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&uact=8&docid=6xzHRgeJdkpcmM&tbnid=b4unFlHiB4Of_M:&ved=0CAgQjRw4DA&url=http://www.usan.com/articles/workforce-management-wfm-software-is-critical-to-your-call-center-operation/&ei=_RCiU9brDoSmyATA1YHAAw&psig=AFQjCNH9fy_c2lDmNnO0bDMcRI7NmqwgyQ&ust=1403216509361341

• Collaboration Environment 3.0– WebRTC? Sure, but also…– Application Platform Optimized for Communication– Work Assignment Engine– Real time Speech Analytics– Context / Data grid– Collaboration Designer / Workflow– Notification Services– …….

Evolution


@LawrenceByrd

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