solaiemes slides for telcoapi workshop at sdp summit
DESCRIPTION
Solaiemes slides for TelcoAPI Workshop at SDP Summit. Rome, Sep/2013.TRANSCRIPT
#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