While WebRTC is relatively new, it is becoming increasing important for service providers to invest in this technology for competitive purposes. WebRTC enables collaboration including audio, video and peer to peer data sharing directly from browsers without having to download additional programs like Flash or Java in order for them to work efficiently.
In the last few years, the contributions of IP and OTT providers have significantly outpaced the contributions of service providers and network carriers. Without Web-based and IP service offerings they may soon find themselves relegated to the role of “bandwidth pipe” or just the conduit for services, rather than being the true “provider” of services.
While WebRTC has limitations to fully support functions in the telephony world, convergence can be achieved through a WebRTC gateway. Graham Holt of Daitan Group will be discussing options for service providers to leverage WebRTC technology to become more competitive. Executive Vice President at Daitan Group, Graham brings his experience with clients that have implemented WebRTC, uniquely positioning him to convey the needs of the market to offer clarity of the impact and opportunity of WebRTC.
Graham will join a panel discussion at the WebRTC V Conference & Expo and provide insights on how service providers can leverage WebRTC to expand service offerings. The conference will be held November 18-20 in San Jose, California. The panel discussion, “Building a Web Context Business Model with WebRTC”, will take place on Thursday, November 20 at 2:15pm in room 212A at the San Jose Convention Center. Graham will be presenting along other industry experts including Russ Coffin from Huawei, Karthic Loganathan from D2 Technologies and Douglas Tait of Oracle.
If you are looking to learn more about what WebRTC can do for your business and would like to meet up with Graham or another member of the Daitan team at WebRTC V, please email us at
Last month Microsoft joined Google and others in support of ORTC (Object Real-time Communications) API for WebRTC. This will open up real-time communications development for the many organizations that use Internet Explorer.
Microsoft announced at their TechEd Europe event in October that it has begun development on the ORTC API for WebRTC for future versions of Internet Explorer. Shijun Sun, senior program manager, Internet Explorer explains in the October 27th IE Blog, “We aim to make browser-based calls more convenient by removing the need to download a plugin. It’s all about convenience – imagine you’ll be able to simply open IE and make a Skype call to friends, family, or get real-time support for that new device right from your browser.”
Sun explains that through active collaboration with the W3C ORTC Community Group, the ORTC API for WebRTC standard has reached “significant stability” and mentions the ability to support “a wide range of features from simple conversations to scalable multiparty video conferences”.
So what does this mean for the 450 companies that use WebRTC without ORTC in their applications? Does it become a choice of one or the other? The first ORTC Public Draft Specification published in August and authored by Hookflash, Microsoft and Google addresses this.
In the blog announcement, Justin Uberti, Google tech lead for WebRTC, explains, “We heard developers say that they wanted more direct control over the technologies available in WebRTC. At the same time, we didn’t want existing developers to have to start over with a new API. ORTC is our proposal for how we can accomplish both of these things – a new set of APIs for direct control that builds off the existing WebRTC 1.0 API set. As an evolution of the existing API, we consider this WebRTC 1.1.”
So it appears that Google will make ORTC backward compatible providing continued support of existing WebRTC 1.0 based applications.
Will this be the buzz at next week’s WebRTC V Conference?
About 18 months ago, we posted a blog in advance of the WebRTC Conference and Expo held in June, 2013. In it we pointed out that the conference could begin to tell us if WebRTC would become reality and will deliver on its promise. Back then, we stated, “With a real time communication engine in every browser, WebRTC will fuel the development of a new generation of audio, video and messaging solutions that will extend unified communications to every browser.” Several OTTs and large enterprises have since seized the opportunity of WebRTC even without the support of Internet Explorer and Safari. We have helped many of our customers successfully use WebRTC for both customer-facing and employee-facing web-based communication services. So, it quickly became a question of how and how fast to use this technology, not whether or not to use it.
Microsoft isn’t on the list of sponsors for next week’s WebRTC V Conference and Expo (Nov 18 – 20 in San Jose,CA). But the event is sure to be buzzing about this announcement especially by those that have cut their teeth on WebRTC and are ready to extend their communication solutions to the vast amount of Internet Explorer users as well as use their imaginations on other options that ORTC can provide.
And we can’t help but wonder if an announcement out of Cupertino is coming next?
Visit our booth #55 at WebRTC V. Contact Karen Hutton,
We all know what it’s like to want to make an audio or video call via our computers or mobile devices. It can be a bit of a process if you don’t have an application like Skype or FaceTime downloaded or you find out you need to download an update three minutes before an important call.
WebRTC is positioned to transform video collaboration, enabling in-browser communication without needing to install Flash or Java clients or build a back end platform. First introduced by Google in 2011 as an open-source project, Daitan Group has been a trailblazer in implementing this new technology in commercial applications. Daitan has managed to combine WebRTC technology with complementary technologies to both enable WebRTC collaboration to be embedded into existing web applications and bridge the gap to traditional voice and video applications. Not only are programs like Flash or Java no longer needed to successfully implement web-based RTC, but most of the implementation process happens via the cloud in a virtualized environment.
If you haven’t had a chance to see WebRTC in action, please join us for an overview and special demonstration on November 12. Graham Holt, Daitan’s EVP of Sales & Marketing, will go into some depth about this technology and its business implications at the next meeting of the Tri-Valley Technology Professionals Meetup to be held at Veeva Systems, Inc. in Pleasanton, California. Graham is one of the key proponents of WebRTC and is a leading expert in this area. In June, he was awarded TMC’s 2014 WebRTC Pioneer Award for his contributions and for being an advocate for this up and coming technology.
If you would like to meet up with a member of the Daitan team to learn more about WebRTC and what it will do for businesses moving forward, please email us at
In the diagram above, we present a roadmap to increase software process agility, starting from traditional waterfall development to build automation, test automation, continuous integration and delivery. Moving across the levels involves not only adapting processes and automating them, but also changing organizational culture and structure as needed to fully embrace this approach.
Starting from the left in the diagram, implementing Source Code Control and Build Automation are the first steps in managing software development processes. Virtually every software development organization larger than a handful of developers has implemented them.
When moving towards a more Agile process, the goals are to shorten the software development cycle and increase the frequency of software releases. Implementing Test Automation becomes an attractive value proposition as the develop/test cycle can be repeated more often. As this process of acceleration evolves in an organization, implementing Continuous Integration will allow the developers to write and test software functionality as a continuous process.
The next step is to implement Release Automation, which enables software to be automatically packaged, deployed and tested in a staging infrastructure that simulates the production environment.
Continuous Delivery, or the continuous and automated delivery of software to the end user, is the last stage in that evolution process. Typically it will include offering the software in the cloud (so that software delivery does not require updates on the customer premises or client equipment).
Software development organizations that are moving towards an increased level of Software Process Agility will see significant changes and benefits independent of where the organization is on the path, even before reaching the desired destination.
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At Daitan, we work with organizations at different stages of agility. In more conservative and regulated markets (e.g. core telecom), companies operate in a fully structured waterfall model where software goes through discrete and serial phases of development, unit testing, integration and system testing. Companies producing software that is deployed in the Cloud and offered as a service are the ones most aggressively pursuing agility in software development.
The majority is somewhere in the middle of the diagram, trying to move towards more agile software engineering processes. Most of our customers have implemented significant test automation and continuous integration capabilities and are starting to move towards extending this towards release automation and continuous delivery to end users.
To learn more about increasing your software development process agility, download our paper: Software Continuous Integration and Delivery - Increasing Development Agility and Leveraging Outsourcing
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Telecom and Software Providers Should Seize Opportunities Big Data Brings to their Contact Center Solutions
In the past few years, there has been a marked increase in the production and collection of business data. This includes a substantial portion of unstructured data from social networks, web applications and similar sources. The increasing use of mobile and sensor devices to collect information will only accelerate this trend.
The Contact Center is becoming central to the management of the customer experience and will be a source of more revenue opportunities by the use of Big Data.
When relational database management systems (RDBMS) were designed decades ago, the data we cared about was all structured. Our data models were relatively simple and our systems had limited capacity to store and process information. Today, all of this has changed.
New Big Data technologies have mostly been applied by social networks, online retailers and other Internet services to analyze operations and monitor consumer behavior. Few telecom or software solution providers understand how they can be applied to solve real-world problems in the contact center domain.
Big Data can provide a full understanding of the customers – what makes them tick, why they buy, how they prefer to shop, why they switch, what they are likely to buy next, and what factors lead them to recommend a company to others.
What is Big Data?
Big Data is a term describing the situation where the volume, velocity and variety of data (commonly referred to as the “3 Vs of Big Data”) exceeds an organization’s storage or compute capacity for accurate and timely decision making using traditional analytical systems and methods.
In traditional analytics, a data model is defined, the proper schema is set up in the database, and then the data is collected, stored and once there is a complete data set, it can be queried and the answers provided.
What if there is so much data that the system cannot handle its storage or processing? What if the data is unstructured and cannot be stored in well-defined tables? What if you would like to get answers to queries as data is still being collected? What if you need answers to new queries that were not predicted in the original data model? What if the system is so complex that you cannot fully model it?
With Big Data, storage technologies can accumulate very large amounts of data and computer processing power to test a very large number of correlations, in real-time, not just the correlations predicted in your data model after collecting a complete data set. And they can support multiple sources of data, not just the structured data sitting in well-behaved database tables.
What can Big Data do for me?
With Big Data, it is possible to deduce context, draw insight, identify patterns, and predict behavior, including:
The result of the analysis can help direct customers to the right information more effectively (hopefully even before the customer calls) or help service agents save time, ask less questions, and solve problems; resulting in a better customer experience.
For more details on Big Data technologies, including an overview of the Big Data Software Stack, please download the Daitan white paper "Big Data Technology and its Impact on Contact Centers”.
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