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WebRTC Summit | The True Meaning of the Voice-Enabled Web
LiveOps CTO Keith McFarlane discusses the future of WebRTC and its disruptive tendencies

Slide Deck: The True Meaning of the Voice-Enabled Web

Since the initial buzz of WebRTC, the ability to enable browser-to-browser applications for voice calling, video chat and P2P file sharing without plugins has been touted as a potential game changer for many industries. What are the parameters around this technology and its placement? Is it secure enough for prime time? Will WebRTC magnify OTT threat for telcos? Is WebRTC really that big of a deal for consumers?

In his session at WebRTC Summit, Keith McFarlane, Chief Technology Officer at LiveOps, discussed the future of WebRTC and its disruptive tendencies, specifically regarding monetization and customer service.

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Speaker Bio
At LiveOps, Keith McFarlane holds the role of Chief Technology Officer, Cloud Platform & Telephony. He has more than 20 years of experience designing and developing large-scale customer service solutions and CRM systems. McFarlane is an expert on the benefits of cloud computing technology for both enterprise and SMBs and recently made ExecRank's "Top CTO Rankings" list for 2012.

Prior to LiveOps, McFarlane worked for an on-premise contact center provider that is currently ranked number two among the top contact centers worldwide. It was there that he first began to realize the potential impact that cloud computing could have on the decades-old customer service contact center industry. He also realized that a software and hardware laden provider, such as his previous employer, would be challenged to move quickly into the cloud space. Making the move to LiveOps gave him the opportunity to be part of the team that developed the true cloud LiveOps Platform for enterprise use. Twelve years ago the LiveOps Platform was created for use only by the LiveOps community of 20,000 independent contractors to grow LiveOps' agent services business. In 2008, when McFarlane arrived at the company, LiveOps began evolving the platform for individual sale and use by other companies with their own agents. Under McFarlane's guidance, LiveOps is continuing to make industry-firsts, including the first fully integrated multichannel plus social agent desktop.

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WebRTC Summit 2014 Sample Sessions

Interoperable WebRTC and Why It Is Important
By Peter Dunkley

There are many potential applications for WebRTC and for many interoperability is not a requirement. However, this does not mean that there is not a need for interoperability, particularly at the signaling level, for other applications.

Many people have dismissed interoperability as a consideration when using WebRTC - often due to the fact that their favoured use-cases do not require it (and in some cases are even hampered by it). In his session at 2nd WebRTC Summit, Peter Dunkley, Technical Director, at Crocodile RCS, will look at the other side and discuss the case for interoperability and explain how WebRTC can be used to enhance and extend existing services in a way provides benefits to service providers and their customers.

He will conclude with a look at some of the open-source options available today for building interoperable WebRTC applications. [continued]

Speaker Bio: Peter Dunkley is Technical Director at Acision. He graduated from The University of Edinburgh in 2000 with a BSc (Hons) in Computer Science. After graduation Peter worked on a PSTN switch developing signalling stacks for SS7, ISDN and similar protocols and creating advanced routing and service applications. Since 2005 he has worked mainly with SIP first leading a team developing a PSTN gateway and then managing the development of a SIP Application Server. Peter joined Crocodile RCS in September 2010 and has made numerous contributions to the Kamailio open source SIP Router project (particularly in the areas of presence, WebSocket, MSRP, and SIP Outbound) since then. Peter is one of the authors of the MSRP over WebSocket draft (draft-pd-dispatch-msrp-websocket) and is a contributor to several open-source projects. [continued]

Is WebRTC a Second Stage Engine in the Telehealth Rocket?
By Ivelin Ivanov

Telehealth legislation opened the floodgates for investment in modern communications services and APIs since 2010. WebRTC promises a second revolution. Ivelin Ivanov will discuss a real-world example where telephony APIs make a difference in improving patient care and reducing healthcare costs. He will then look into a brighter telehealth future with secure, high quality, ubiquitous WebRTC video interactions.
[continued]

Speaker Bio: Ivelin Ivanov is a technology entrepreneur who founded Mobicents, an Open Source VoIP Platform, to help create, deploy, and manage applications integrating voice, video and data. He is the co-founder of TeleStax, an Open Source Cloud Communications company that helps the shift from legacy IN/SS7 telco networks to IP-based cloud comms. An early investor in multiple start-ups, he still finds time to code for his companies and contribute to open source projects. [continued]

WebRTC and the Customer Experience
By Keith McFarlane

In this session, Keith McFarlane, Chief Technology Officer, Cloud Platforms & Telephony at LiveOps, will share how WebRTC technology is truly the next stage in the globalization of the contact center, especially in the areas of monetization and creating a superior, personalized customer experience.

Over the past few years, the importance of a positive customer experience has risen and solidified itself as a major differentiation for brands. Meaning, companies today have to offer great service along with their products. WebRTC communications, combined with the cloud and building upon the foundation provided by VoIP and the Internet, is making a single network a reality by eliminating the need for the expensive servers, software, landlines and phones required by traditional contact center technologies. Customer service agents with WebRTC-enabled devices will be able to provide better customer experiences across all channels – including voice – and contact centers will continue to become even more streamlined, cost-efficient and productive than ever before. [continued]

Speaker Bio: At LiveOps, Keith McFarlane holds the role of Chief Technology Officer, Cloud Platform & Telephony. He has more than 20 years of experience designing and developing large-scale customer service solutions and CRM systems. He is an expert on the benefits of cloud computing technology for both enterprise and SMBs and was named to ExecRank's "Top CTO Rankings" list for 2012.

Prior to LiveOps, McFarlane worked for an on-premise contact center provider that is currently ranked number two among the top contact centers worldwide. It was there that he first began to realize the potential impact that cloud computing could have on the decades-old customer service contact center industry. He also realized that a software and hardware laden provider, such as his previous employer, would be challenged to move quickly into the cloud space. Making the move to LiveOps gave him the opportunity to be part of the team that developed the true cloud LiveOps Platform for enterprise use. Twelve years ago the LiveOps Platform was created for use only by the LiveOps community of 20,000 independent contractors to grow LiveOps' agent services business. In 2008, when McFarlane arrived at the company, LiveOps began evolving the platform for individual sale and use by other companies with their own agents. Under McFarlane's guidance, LiveOps is continuing to make industry-firsts, including the first fully integrated multichannel plus social agent desktop. [continued]

How the Norwegian Red Cross built a video tutoring solution with WebRTC
By Svein Willassen

This is the story about how the Norwegian Red Cross used WebRTC to build a service that allow high school student to meet volunteer tutors and get help with their school assignments just by visiting a web page in their browser. The solution has greatly increased the reach of the tutoring service run by the Red Cross, allowing students to get the help they need without leaving their homes. [continued]

Speaker Bio: Svein Willassen is the founder and CTO of the leading WebRTC based video conferencing service appear.in. he is currently leading the on-going development of that service. Svein has a PhD in forensic computing and has worked extensively with forensic analysis of communication systems as well as development of communication services. [continued]

Visualizing WebRTC: A Social Experiment with Meta-Networking
By Sara Robertson

On her social media platform Melodramatic.com, with global reach and over 1,000 uniques daily, Sara Robertson released a WebRTC network that created a peer-to-peer connection between every visitor on every page load. Geographical location data and round-trip data transfer rates of each connection is collected, and augmented with known demographics about the visitors. Static assets are randomly selected for serving directly through this new meta-network, and user experience is carefully measured. When rendered in a real-time visualization, this data provides exciting insights into the limitations and potential for WebRTC as it applies to modern web infrastructures. [continued]

Speaker Bio: Sara is a technology generalist with experience in large platform implementations, high-scale/low-latency serving, cloud infrastructures, and big data strategies. She is VP of Technology for an online advertising company serving billions of impressions daily, and runs a social media website (melodramatic.com) that she uses as a playground for technical experimentation. [continued]

WebRTC – The SKYPE Killer and Cloud UC Enabler
By Vishal Brown

While affordable and convenient, Skype is not an acceptable platform for business communications. While it may suffice for personal use and even SMBs, enterprise organizations need more substantial services with the quality, security and interoperability to handle video conferencing smoothly around the globe. Contrarily, WebRTC has the potential to overcome the incompatibility issues that have plagued the UC market for many years, and now that the IETF (Internet Engineering Task Force) is driving the audio and video codec standards, they've already ratified the audio standards (i.e. Opus), and they're getting close to choosing the video standard - this is going to be big deal for UC this year. [continued]

Speaker Bio: Vishal has over 15 years of experience in focusing large enterprises on the key initiatives needed to improve communication within their organization. This includes not just implementing unified communication solutions, but also thought leadership and strategic planning, policies and procedures to make the initiative effective. [continued]

The Promise of a Paradigm Shift in B2C Customer Communications
By Tobias Goebel

WebRTC promises to make realtime communications so ubiquitous that whole new ways of how consumers interact with businesses, or with fellow consumers of the same business, will emerge. Outside of the RTC world, innovative companies like Amazon are already offering ways for customers to help themselves, or others. WebRTC will accelerate this trend. It will also impact the way how and when consumers reach out to the contact center, and vice versa. In this talk I will share ideas on what this paradigm shift in B2C customer communications will mean for the customer on the one hand, and the contact center on the other. [continued]

Speaker Bio: Tobias has over 10 years of experience in the IVR and contact center industry. As part of Aspect's product management and marketing team today, he works on defining the future of the mobile customer experience, which will incorporate channels such as mobile apps, SMS, voice, chat, social, and will address the customer holistically, taking the SoLoMoClo (Social, Local, Mobile, Cloud) trend into account. Tobias holds degrees in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK. [continued]


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SYS-CON's WebRTC Summit, held each year at the Javits Center in New York City and Santa Clara Convention Center in Silicon Valley. For sponsorship, exhibit opportunities and show prospectus, please contact Carmen Gonzalez, carmen (at) sys-con.com.
WebRTC Summit All-Star Speakers Included..

DUNKLEY
Acision

IVANOV
Telestax

McFARLANE
McFARLANE

WILLASSEN
appear.in

ROBERTSON
Melodramatic

NEGRIS
Yottamine Analytics

JACOBI
Kaazing

FALLOWS
Kaazing

KAIL
Netflix

GOLDEN
enStratius

KEMP
Nebula

BEHR
Praxis Flow

LOUNIBOS
SOASTA

CRAWFORD
AVOA

MORGENTHAL
EMC

COCKCROFT
Battery Ventures

HAFF
Red Hat

SHALOM
GigaSpaces

SUSSNA
Ingineering.IT

ROBERTS
BMC

VERNON
VictorOps

WILLIS
Stateless Networks

ROESE
EMC

PADIR
Progress

AMAR
MyPermissions

O'CONNOR
AppZero

BHARGAVA
JumpCloud

DEVINE
IBM

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