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

Transcription

1 The Enterprise wants WebRTC and it needs Middleware to get it! Brian Pulito Linkedin: brianpulito 2015 IBM Corporation

2 Why is WebRTC so disruptive? 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 It contextualizes communications! 1 1

3 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? 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 Provide real-time feedback on what is being communicated 2

4 So where s the context? Systems of Engagement Internet Of Things Big Data & Analytics Mobile & Social Systems of Record CRM HR DB ERP 3

5 The way enterprises reach and understand customers is rapidly evolving Trillions Contact Center 4

6 Integration needs are continually changing 5

7 So what are Systems of Engagement? 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 6

8 So what does all this have to do with WebRTC? Aberdeen Group- March % Greater customer satisfaction than non- WebRTC users 28% Projected Y-t-Y Improvement in Agent Utilization rates 3x Increase in number of organizations deploying or evaluating WebRTC today 14+% Growth potential for Unified Communication ecosystem integration 9 out of 10 Businesses believe WebRTC has the potential to improve Contact Center Services 53% Retailers have systems that don t adequately support crosschannel activity on the buying side 2.3B WebRTC Devices that customers, partners and business people will use to collaborate

9 What glues all this together Middleware! Systems of Engagement Systems of Record CRM HR DB ERP Systems of Record Middleware provides the infrastructure needed to deliver highly customized and contextualized user experiences 8

10 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 9

11 WebRTC Middleware Reference Example Internet Clients DMZ Intranet Web Browser Business Services JavaScript Applications WebRTC Middleware Analytics Services WebRTC SDK HTML5 Mobile Apps Signaling HTTP/REST Web/Signaling Proxy (HTTP, SIP, WebSockets) Signaling HTTP/REST WebSphere Sig Gateway, Liberty App Server. Message Broker (Rtcomm Gateway, JSR 289 SIP Servlets) (SIP Servlets ) JSR 309 SIP Services (Contact Center) Systems of Record Hybrid and Native Applications WebRTC SDK Media + ICE Media Relay Coturn STUN/TURN Open Source STUN/TURN Server Server Media + ICE Dialogic XMS Media Media Server Processing (Transcoding, Multiway, Server Record/Playback) Enterprise IMS Core Microservices Native WebRTC 10

12 Use Case 1: WebRTC Cloud Analytic Solutions Real-time A/V Signaling APIs Analytics Mobile Notifications IMS Core Use analytics to provide context: Customer insights Sentiment analysis Video analysis Text-to-speech A/V Analysis Push WebRTC Middleware MRF as a service JSR for transcoding, 309 mixing, recording. MPLS Enterprise Contact Center SBC/SIP Gateway Surveillance Network WebRTC Media = Big Data Carrier Network IMS 11

13 Use Case 2: Business Communications Internet External company directories Web based contact centers Partner Project Spaces Business Network Enterprise IMS core Integration BUS Enterprise Contact Center WebRTC Middleware media MRF as a service for transcoding, mixing, recording. Systems of Record CRM HR signaling media DB ERP Systems of Record Team Rooms Event streaming WebRTC for Business Processes 12

14 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. Converged App Converged App Converged App Converged App Baked in WebRTC Services WebRTC Gateway Media Server Control SIP Servlets JavaEE 7 (HTTP, JMS, EJBs, etc.) Transport (TCP, SSL, UDP) 13

15 SIP Servlets (JSR 289) SIP Servlets provide: A programming model for creating business logic A signaling bridge between SIP (calls) and analytics Programmable access to media servers Federation to PSTN, VoLTE and IMS (both enterprise and CSPs) 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 WebRTC Application Server SIP App SIP App SIP Servlet 1.1 TCP UDP TLS SIP/HTTP App 14

16 Media Server Control API (JSR 309) and Liberty 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) WebRTC App Server Application MediaGroup (IVR functions, record, playback Media composition (JSR 309) Media Mixer Network Connection (SDPs) SIP MQTT HTTP Media Servers RTP SRTP DTLS ICE 15

17 Common Media Server Use Cases Multi-party mixing Transcoding Interworking Recording Stream processing Person-to-machine Source: Dialogic 16

18 Enterprise security model WebRTC App Server WebRTC App Server Secure inter server connections using: Mutual authentication over SSL STUN/TURN Secure client signaling WebSockets over SSL for encryption LTPA or oauth for Authentication Identity assertion using topic ACLs Secure Media Streaming DTLS and SRTP via WebRTC STUN/ICE/TURN for NAT traversal WebRTC client WebRTC client Must integrate with existing enterprise security infrastructure 17

19 Extending the reach of middleware to the WebRTC enabled client 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 JS Framework Applications JavaScript Applications Mobile Applications WebRTC SDK HTML5 WebRTC WebRTC Middleware 18

20 WebRTC Client SDKs Base WebRTC SDK: hides call signaling and WebRTC complexities Framework Specific SDK: pre-built UI widgets for rapid development Web Browser JS Framework Applications JavaScript Applications Framework Specific SDK Bootstrap jquery JS Frameworks Base WebRTC SDK HTML5 WebRTC 19

21 Mobile app development with WebRTC Supports development of both hybrid and native mobile applications Allows for a unified code base for browsers, ios and Android Cordova Mobile Application Framework specific JS SDK Base WebRTC JS SDK WebRTC Cordova Plugin Other JavaScript frameworks Native Application Native Application Base Native WebRTC SDK ios WebRTC Android WebRTC Native Code 20

22 WebRTC Middleware Conclusions Context is king when it comes to WebRTC Systems of Engagement are delivering the context These systems are built on enterprise middleware WebRTC solutions need middleware to integrate well with new and emerging Systems of Engagement! To learn more visit: 21

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