Web RTC in the Call Center and 1

Web. RTC in the Call Center and 1 -800 Number Replacement Prepared for: Ingate SIP Trunking, UC and Web. RTC Seminars Web. RTC in the Call Center and 1 -800 Number Replacement ITEXPO October 2015 Anaheim By: Karl Ståhl CEO Ingate Systems AB (and Intertex Data AB, now merged) karl. stahl@ingate. com © 2015 Ingate Systems AB 1

The Most Obvious Web. RTC Application Ø We do see Web. RTC today Ø Pizza Hut ordering type is fine as a web app Ø 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, Web. RTC browser libraries are appearing, real apps being built supporting more platforms • Contact center queues and IVR often require more – SIP integration Ø But it’s coming – One real example Ingate is working with is exemplified Ø Let’s look at three aspects and two locations: media Company Web Server WS/WSS ICE STUN TURN SERVER LAN • Web Callers • Better and Huge Savings • Web. RTC Call Agents 2

A small demonstration of what’s behind the scene, using Ingate’s local test site here and public test site in Sweden 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 Web. RTC browser You can it yourself at: https: //webrtc. ingate. com Live with many aspects of Web. RTC functions and features and their integration with SIP, using the Web. RTC & SIP Companion gateway and SBC To prove that we also are really using SIP trunking hooked to good old telephony, dial Swedish +46812205614 3 from any phone ”to disturb this presentation” . I am simply registered at this web site as karl@intertex. se.

One Announced Contact Center Using Web. RTC Ingate working with: CT Web. RTC UC 3 Majority of contact center calls are preceded by a website visit. …better paths of communication… …the majority of the transactions start on the web 4

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

CT Web. RTC UC 3 Web-Based Caller benefit Improved customer experience ü Faster time to resolution. ü Eliminates PSTN charge.

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

CT Web. RTC UC 3 Web-Based Agent Experience Ø Browser-based communication between agent and the customer using multimedia channels. Ø Switching between the communication channels during the connected session on the web.

Behind the Scenes: The Web. RTC-SIP Gateway &… Toll Free numbers when clicking: (Click-to-call to the contact center sidesteps PSTN 1 -800 -numbers) Web. RTC browser clients can be used both on the WAN side and LAN side Ingate provides a Web. RTC-SIP gateway in the trunk CPE, so Web. RTC calls go into the existing auto attendant, queues, forwards, transfers, conference bridges and PBX phones. The same gateway can integrate Web. RTC clients 9

Huge Economic Implications of a Web. RTC-SIP Companion Gateway Toll Free numbers when clicking: (Click-to-call to the Contact Center side-steps PSTN 1 -800 -numbers) Who doesn’t want a share the 800 -number obsoleted cash flow? x 1000 calls makes $15 Million 1 0 10

With a “Web. RTC & SIP Companion” Gateway, adding Click-to-Call to a Web Site is Simple To add Web. RTC click-to-call buttons to enterprise websites, simply copy some JScode 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, Web. RTC goes into the PBX/UC/Call center (and/or directly to a browser anywhere). 11