The Enterprise wants WebRTC and it needs Middleware to get it!

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The Enterprise wants

WebRTC and it needs

Middleware to get it!

Brian Pulito

Email: [email protected]

Twitter: @brianpulito

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Why is WebRTC so disruptive?

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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

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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?

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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

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So where’s the context?

Internet Of Things

Mobile & Social

Big Data & Analytics

Systems of Engagement

Systems of Record

DB ERP

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The way enterprises reach and understand

customers is rapidly evolving

Contact Center

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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

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So what are Systems of Engagement?

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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

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What glues all this together…Middleware!

Systems of Engagement

Systems of Record

DB ERP

CRM HR

Middleware provides the infrastructure needed to deliver

highly customized and contextualized user experiences

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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

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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

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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

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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

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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.

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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

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SIP Servlets (JSR 289)

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“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:

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A programming model for creating business logic

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A signaling bridge between SIP (calls) and analytics

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Programmable access to media servers

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Media Server Control API (JSR 309) and Liberty

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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

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Common Media Server Use Cases

Multi-party mixing Transcoding Interworking

Stream processing Person-to-machine Recording

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Enterprise security model

Secure inter server connections using: Mutual authentication over SSL

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WebRTC

App Server

Secure client signaling

WebSockets over SSL for encryption LTPA or oAuth for Authentication Identity assertion using topic ACLs

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

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• 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

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Extending the reach of middleware to the WebRTC

enabled client

WebRTC SDK

HTML5 JS Framework Applications JavaScript Applications WebRTC Mobile Applications WebRTC Middleware