| By Liz McMillan | Article Rating: |
|
| August 29, 2014 05:45 AM EDT | Reads: |
8,851 |
Can call centers hang up the phones for good? Intuitive Solutions did. WebRTC enabled this contact center provider to eliminate antiquated telephony and desktop phone infrastructure with a pure web-based solution, allowing them to expand beyond brick-and-mortar confines to a home-based agent model.
Download Slide Deck: ▸ Here
It also ensured scalability and better service for customers, including MUY!
Companies, one of the country's largest franchise restaurant companies with 232 Pizza Hut locations. This is one example of WebRTC adoption today, but the potential is limitless when powered by IoT.
Attendees will learn real-world benefits of WebRTC and explore future possibilities, as WebRTC and IoT intersect to improve customer service.
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.
Click here to follow ▸@WebRTCSummit
WebRTC Journal ▸Home
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.
3rd International Internet of @ThingsExpo will take place November 4-6, 2014 at the Santa Clara Convention Center, Santa Clara, California with over 100 major sponsors and exhibitors in 2014 and more than 6,000 delegates from 17 countries.
Internet of @ThingsExpo this week launched the premiere issue of its monthly newsletter which contains highlights of the hottest sessions and speakers from Internet of @ThingsExpo, speaking information as well as sponsorship opportunities.
Download @ThingsExpo Newsletter ▸ Here
Chris Matthieu Named Internet of @ThingsExpo Tech Chair
Internet of @ThingsExpo has announced today that Chris Matthieu has been named tech chair of Internet of @ThingsExpo 2014 Silicon Valley.
The 2nd Global Internet of @ThingsExpo will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Chris Matthieu has two decades of telecom and web experience. He launched his Teleku cloud communications-as-a-service platform at eComm in 2010, which was acquired by Voxeo. Next he built an open source Node.JS PaaS called Nodester, which was acquired by AppFog. His new startup is Twelephone (http://twelephone.com). Leveraging HTML5 and WebRTC, Twelephone's BHAG (Big Hairy Audacious Goal) is to become the next generation telecom company running in the Web browser.
Tracks and topics for Internet of Internet of @ThingsExpo Silicon Valley will include:
Consumer IoT and Wearables Track
- Smart Appliances
- Wearables
- Smart Cars
- Smartphones 2.0
- Smart Travel
- Personal Fitness
- Health Care
- Personalized Marketing
- Customized Shopping
- Personal Finance
- The Digital Divide
- Mobile Cash & Markets
- Games & the IoT
- The Future of Education
- Virtual Reality
Video: @ThingsExpo power panel discussion at Internet of @ThingsExpo New York
Enterprise IoT Track
- The Business Case for IoT
- Smart Grids
- Smart Cities
- Smart Transportation
- The Smart Home
- M2M
- Authentication/Security
- Wiring the IoT
- The Internet of Everything
- Digital Transformation of Enterprise IT
- Agriculture
- Transportation
- Manufacturing
- Local & State Government
- Federal Government
IoT Developer and WebRTC Track
- Eclipse Foundation
- Cloud Foundry
- Linux Containers
- Node-Red
- Open Source Hardware
- AJAX and the IoT
- Leveraging SOA
- Multi-Cloud IoT
- Evolving Standards
- WebSockets
- Security & Privacy Protocols
- GPS & Proximity Services
- Bluetooth/RFID/etc.
- XMPP
- Nest Labs
@ThingsExpo billboard is viewed by more than 1.3 million motorists per week on Highway 101, in the heart of Silicon Valley.
Sponsorship Opportunities or Internet of @ThingsExpo 2014 Silicon Valley
Internet of @ThingsExpo 2014 Silicon Valley "show prospectus" has shipped. Sponsorship, exhibit, and keynote opportunities can be obtained from Carmen Gonzalez by email at events (at) sys-con.com, or by phone 201 802-3021.
Early Bird Registration Options
for Internet of @ThingsExpo 2014 Silicon Valley
Internet of @ThingsExpo delegates can pre-register for Internet of @ThingsExpo with Early Bird Savings here.
About SYS-CON Media & Events
SYS-CON Media (www.sys-con.com) has since 1994 been connecting technology companies and customers through a comprehensive content stream at www.sys-con.com - featuring over forty focused subject areas, from Cloud Computing to Web Security - interwoven with market-leading full-scale conferences produced by SYS-CON Events. The company's internationally recognized brands include among others Cloud Expo® (www.CloudComputingExpo.com), Big Data Expo (http://BigDataExpo.net), Virtualization Conference & Expo (www.VirtualizationConference.com), DevOps Summit (http://DevOpsSummit.sys-con.com), Internet of @ThingsExpo (http://www.ThingsExpo.com), SDDC Expo (http://SDDCExpo.sys-con.com), WebRTC Summit (http://WebRTCSummit.net), Government IT Conference & Expo (www.GovITExpo.com), Cloud Computing Bootcamp (www.CloudComputingBootcamp.com), and UlitzerLive! New Media Conference & Expo (http://events.sys-con.com).
Cloud Expo® is a registered trademark of Cloud Expo, Inc.
- Dolphin Announces Open API With Over 50 Add-ons Including Dropbox and Wikipedia
- AJAXWorld University Announces AJAX Developer Bootcamp
- SYS-CON Announces "Real-World AJAX" Seminar Featuring Jesse James Garrett, Father of AJAX
- Cisco Unveils Visual Collaboration Solutions in the Post-PC Era, Extending the Reach of TelePresence With New Mobile-to-Immersive Offerings
- SYS-CON Announces "iTVcon Internet TV Conference & Expo 2007"
- Cloud Computing Expo 2010 East Will Take Place April 19-21 at Jacob Javits Convention Center in New York City
- SYS-CON Books Announces "Real-World AJAX" and "Rich Internet Applications with Adobe Flex 2.0 & Java" Titles
- InsideView(R) Relationship Manager Reduces Account Churn by 25% With New People Alerts
- Online Marketing and Storytelling Training in the Works for SchipulCon'09, October 15-16
- New Relic Q1 2013 Blazes Past Growth Targets and Reaches 40,000 Active Customer Accounts
