#TelcoAPI Workshop

RCS API for B2C communications

Rome 20th September 2013

What  is  RCS  /                      ?                          

What  is                  ?  

More in http://www.gsma.com/rcs/wp-content/uploads/2013/09/Evaluate-RCS-Today-Sept2013.pdf

                 features  (I)  

                 features  (II)  

                 RCS  deployment  map  

RCS  vs  OTT.  

OTT  Facts  

q  OTTs succeed gaining traction among users, being multi-platform.

q  OTTs have imposed a free or very cheap service that makes difficult for telcos to charge the person to person messaging anymore.

q  OTTs still perceived as less secure by enterprise but it is changing.

q  Different business models being tested: Telco partnership, internal games, annual fee,

From  person  to  person  to  plaAorm….  

q  Whatsapp is stuck to personal communications for annual minimum fee and not opening to A2P cases.

q  Line & WeChat already testing with enterprise to use messaging as channel for CRM, advertisement Couponing. Also sport brands

Time  is  Gold  

q  Coca-Cola VP Marketing asked in the RCS Seminar (MWC 2013) to use joyn as channel.

q  In the meantime Coca-Cola tested with Line.

q  Nobody will be waiting for telcos anymore…brands prefer telcos, enterprises rely more in telco security…but it is not an stopper. If telcos do not offer what they need they will look somewhere out.

Sirs, it is happening right now

Towards  texFng  as  preferred  communicaFon  experience  

From  voice  to  text  

q  Due the easiness of the new messaging alternatives, and data connectivity almost “always” there, people is starting to consider intrusive to make a call if it could be solve by texting.

q  Texting cheaper than voice

q  Young people likes texting, they text as fast as they can talk, then it is preferred

q  The texting “remains”, local history. It helps personal management.

q  Geo-location push enables a wide range of hyperlocal opportunities

Tropo  &  Twilio  disrupted  Voice  &  SMS  as  REST  API  friendly  for  developers.    Solaiemes  pioneered  the  same  philosophy  to    the  new  telco  enabler  RCS  (rich  messaging)  

RCS  /                  API  Exposure,  how  it  works?                          

internet  

SIP  

MSRP  

RTP/  RTCP/sRTP  

REST  API  

RCS-­‐e  API  Gateway  RCS-­‐e  Core                            

IMS  

Instant  Messaging  

AS   SBC  

RCS-­‐e  LiveServe  

Friendly  Telco  Border  

FTB    

UNI  

IMS Core, RCS servers, RCS-e clients DO NOT need any modification

Chat  access  to  

internet  tools  

3rd  party  

services  

CRM  

telco  

RCS/joyn  3rd  API  Exposure          

Ubiquity,

API based joyn clients for Web, WebRTC,

Firefox OS, Smart TV

Openness,

A2P, P2A, M2P, CRM cases created with the

API

Solaiemes Confidential Information

UNI  could  be  deployed  as  Cloud  based  architecture        

The API exposure platform is in the cloud (public or private) as the platform only needs connectivity to P-CSCF or SBC, just as device clients

Full cloud RCS-e core + REST API exposure, currently Solaiemes has interoperated with a RCS-e core in the cloud vendor this architecture

A2P – P2A, Communicating

People with Services & Brands :

CRM self-service, advertisement, etc

OPENNESS:  API  to  create  interacFve  Services  

M2P, communicating people and things

Mash-Up Cases,

Internet tools as joyn

Combining content API & joyn API

Example: own telco self-service

Textual  CRM  Self-­‐Service  

http://www.youtube.com/watch?v=vn1hqFmN4Q4

Example: using joyn by airline to provide 2 hours befor flight the boarding card and likely a plan to arrive to the gate. It could be done.

Push  B2C  comms.  

LBS self-service, bus real time information. Sending location to bus company, info of nearest stop & its line and waiting times delivered real time.

GeolocaFon  based  chat  based  service  

https://www.youtube.com/watch?v=TN6L-_UXwpA

Smart TV

UBIQUITY:  API  expand                across  all  screens  

WebRTC unified communications

Firefox OS

 Telco  own  CRM  based  on  RCS  

Solaiemes  RCS  contact  center  architecture      

Enterprise Back-end CRM Database

Operator IMS/RCS-e Core

RCS Solution Gateway

ITR AIMD Web Agent Server

API RCS

RCS

Call center agents

LiveServe Media Server

IVR/contact center

ITR & WebAgent Server are the existing providers and all their stuff is reused

 Bank  creaFng  a  PoC  of  Chat  based  banking  

RCS  for  Mobile  Banking  

q  A very innovative bank in Spain offering banking using many channels eager to try “chat based” banking. Many before asked to use Whatsapp but Whatsapp is not allowing APIs to create B2C comms.

q  RCS/joyn seen as alternative to start experimenting.

q  Security: they required security even when RCS was used using open Wi-Fi. RCS matches the requirement, using SIP & MSRP over TLS.

q  REST API was OK but SOAP WS preferred as it is their natural way to create new B2C channels. Solaiemes offering also SOAP flavour.

q  STATUS: Being implemented with minimal support.

Leading  IVR/B2C  vendor  adding  RCS  as  a  channel                          

Voxeo  predicted  the  raise  of  B2C  texFng  4  years  ago  

http://www.slideshare.net/voxeo/the-rise-of-realtime-text-and-the-demise-of-voice

Voxeo  CXP  

Voxeo CXP is a Self-Service Application Lifecycle Management suite, and RCS/joyn as a new delivery channel was included using RCS network API to reach

RCS users.

Source: http://blogs.voxeo.com/voxeotalks/2013/09/04/joyn-voxeo-cxp-a-new-way-to-deliver-customer-care/

Voxeo  CXP  Architecture  integraFon  with  RCS  

CXP Analyzer Infostore

CXP Developer

Back-End Systems Legacy | CRM | ERP

Apps

RCS Gateway

Service Creation & Admin Environment

Service Execution

Environment

Service Analysis

Environment

Connector Framework

Messaging Adapter

CXP Server

Carrier  Cloud  = Voxeo

= 3rd Party

* using Solaiemes RCS REST API

*

 Conclusions  

Key  takeaways  

q  There is a 3rd way to access to the services: mobile web, apps and messaging as a platform

q  Texting becoming preferred communication experience in many context, and rich messaging increases the potential for B2C rich interaction.

q  Service-Contacts in the phonebook, the “new apps”…no install, no need to learn new thing, just share UX for thousands of cases.

q  B2C intensive companies (banks, utilities, governments) and B2C tech providers interested in exploring new channels to reach their users.

q  Telco still perceived as “the trusted one” when talking about privacy/security concerns”

q  Telco REST APIs are they way to make the telco a real platform to W2P

(Whatever to Person) communications.

www.solaiemes.com Addtional info at:

http://joyn.solaiemes.com

http://blog.solaiemes.com

http://www.youtube.com/solaiemes