Autor: Iago Soto

The case of enterprise video calling

by Jorge.Cabaleiro | The future of communications is changing. In the last few years, instant messaging, live chat or webinars have become an everyday tool for millions of users. Because of this, having an omnichannel communication strategy is crucial to engage customers, build brand awareness and differentiate from competitors.

Video represents an opportunity for companies to develop innovative ways to excel in customer care, creating loyalty and brand awareness. It is also the perfect method to engage with mobile savvy users:

  • Anywhere: Often clients are not willing to travel to an office to do something they could do from home or work. Having the possibility to contact via video meetings means that customers can reach out from wherever suit them best.  Besides, It allows people in rural and remote areas or that find difficult to be out of their houses for a long period of time to have effortless access to services.

 

  • Anytime: Video meetings can be set up on the fly and are easier to reschedule than physical office meetings. With video calling there is no need to travel beyond a screen which translates in your customers saving time and money. This also means it is easier for your customer to be on time limiting the amount of missed appointments and therefore reducing wasted time of the employees.

 

  • Follow consumer trends: technology is making customers less and less patient; 24 hour delivery (or even faster) and getting things done instantly using a phone or laptop from the comfort of home is becoming a staple of consumer behaviour. Having to wait in an office for an appointment can be a deterrent for some customers to make use of services. Video helps to bridge that gap and allows clients to access services and goods that would not be possible using only traditional voice.

 

  • Flexible workforce: video meetings let customers speak with a specialist from anywhere. There is no need to have duplicity of workers for the sake of having an expert available in every physical location allowing enterprises to have a more efficient human resource planning.

 

  • Fix things faster: an important part of communication comes in the way of visual cues. Compared with traditional voice, video meetings allow you not only to see your client but to have a better understanding of its needs. Extended collaboration capabilities such as screen sharing or document sharing allows you to create a rich “physical branch like” customer experience.  Video calling improves employees effectiveness and speed of resolution making them more efficient.

 

About Sippo hub

Quobis offers Sippo hub, an enterprise-grade server that enables companies to defeat the challenges of digital transformation while keeping the existing call center infrastructure. It is not just video, it includes a whole range of extended collaboration capabilities such as screen sharing, document review, file transfer or white board to give customers a physical office experience whenever they want. Enterprises can embed the a video channel in a website or app and employees can set up meetings. The customer does not need to download any software only tap and talk.

Sippo hub is a customized solution fully integrable with the enterprise call center so there is no need to change the existing infrastructure. Integrate it with the company Active Directory for ease of use and with any enterprise app like Gmail, Skype or Salesforce to fully empower your employees. Visit our website or write to info@quobis.com for more information.

 

Quobis completed successfully the participation in the MEET project

“MEET: Interdisciplinary Tumor Committee for the Comprehensive Monitoring of Oncological Patients” had the objective of creating a tool that supports and optimizes the entire workflow associated with multidisciplinary tumor committees in all types of cancer. This allows the improvement of the care plan and clinical guidelines for the diagnosis and treatment of cancer.

 

The main results were:

  • The improvement of the efficiency of each work phase of the tumor committee.
  • A decision support tool to identify patterns of behavior and perform predictive data analysis (BigData, Data Mining, etc.)
  • The integration of clinical information of the patient with the collaboration tool (image and reports of anatomy and radiology, clinical analysis, etc.).
  • A user interface that facilitates the visualization, in a homogenized and ergonomic way. of the patient clinical information during the sessions of the committee. This is even usable in contexts of mobility, and with voice control, recognition and interpretation of natural language.
  • The remote participation of professionals and patients in committee sessions.

 

The contribution of Quobis in this project was the design and implementation of the virtualization platform, which allows the interactive participation of all users in a natural way, regardless of the physical location in which it is located.

 

This allows to have doctors from different hospitals or locations and the participation of the patient himself into the committee session when this is considered necessary. Quobis was also adding multi-conferencing capabilities to this tool and a module for measuring channel conditions.

 

MEET ITC-20151165

Sippo collaborator and GDPR compliance

by jorge.cabaleiro  | GDPR has been a hot topic in the last few months and often times companies are still trying to understand the impact of this new regulation on their day to day operations. In a previous blog post we spoke about the compliance problem of mainstream messaging apps when used in an enterprise environment. In this entry I would like to talk about the main points any enterprise should consider before deploying a communications tool:

 

  • Keep the data where it belongs:  reduce risks, try to keep all contacts, conversations and files under control. This is specially important if you are recording calls or working in sectors that deal with sensitive information. The best place to store all this data is your own datacenter or private cloud. By doing so you will not have to worry about unknown data leaks or unclear third party data processing policies that can harm your data protection policies.

 

  • Track interactions: monitor how data and information moves, what information is being kept and which left the company, who had access to that data and if any leaks happened. Having access to logs, chat history, shared documents and other interactions can help spot malicious activities. Make sure you know if information ended up in a country outside the EU and what specific information ended up there. This will allow you, in case of being investigated, to prove that you are able to oversee how your company data flows.

 

  • Restrict access to sensitive data: Pay attention to who is accessing data. A properly configured UC tool can have different access levels depending on the department. This also ensures that people that people that have access to that information are properly trained.

 

  • Delete what you don’t need: if a client ask you to delete their data make sure you can effectively do so, same applies to old data you don’t need anymore. Be careful if working with third parties, sometimes is not easy to know for how long they might keep that data or for what purposes. Find a way to make sure that if a customer wants to be forgotten all that information is truly deleted.

 

  • Give your customers their data back: when dealing with personal information your customers have the right to know what data is being stored and for what purposes that information is being kept. Also, you need to be able to correct information in case it is not up to date. Make sure you can access and correct all that data and that you can give your customer that information.

Ensure that your communications solution comply with these terms to avoid fines and make certain that your employees use a compliant GDPR tool for communication. One of the options to achieve this is to use Sippo collaborator, the unified communication solution developed by Quobis. Sippo collaborator is an enterprise multi device communication tool deployed on the local premises or your private cloud.

 

Sippo collaborator can be connected with the existing PBX and call center platforms allowing full integration into the company communications infrastructure. Merge it with your active directory, create rules, limit access and have all your colleagues at one tap; integrate it with your CRM system and directly connect with customers. Because it is running from inside the enterprise cloud, the data never has to leave to company, this allows you to keep track of the data flow, retain control of information held and fully comply with data erasure and data processing requirements.

 

If you have any questions contact us at info@quobis.com or visit our website

 

A short Intro to cobrowsing implementation

The concept of co-browsing refers to a series of technologies and solutions that allow a joint navigation between two people, typically a client and an agent of a contact center.

Behind co-browsing there are several possibilities of implementation, which will usually depend on factors such as the type of device being used and how the communication session starts (who is the one that leads the screen sharing initiative).

The concept is abstract in terms of the multimedia capabilities needed to be implemented, which can range from a simple screen sharing (that can be managed by both the client and the agent) to the agent to take complete control (mouse and keyboard) of the user’s device.

The way collaboration is implemented, together with the type of device, will force the customer to install anything or not, that is the ideal situation, especially in sporadic use environments. Sometimes this will not be possible and the customer will have to install an application or extension before starting the session.

The following image shows different potential co-browsing mechanisms that Quobis supports, whose implementation complexity is increasing.

WebRTC is the right technology to implement this feature, as in some browsers is not needed to install anything and others only require a plugin/extension. This not cover to gain control of the mouse/keyboard of the remote participant but with data channels it’s possible to share the position of the mouse.

A possibility is to make the customer to share the screen while is the agent the one who shares the position of the mouse, making easier to navigate together through a website. So, we can talk about browsing assistance, where the agent can help the customer to reach the right site.

Sippo hub provides prebuilt use cases and modules and an open API/SDK to support or build tools like co-browsing (document review, browsing assistance, etc.).

 

About Sippo hub
Sippo hub is an enterprise-grade server that enables companies with customer-care applications based on multimedia real time communications to defeat the challenges of digital transformation while keeping the existing call center infrastructure.

 

Enterprise messaging in the GDPR era

 

by Jorge Cabaleiro| Whatsapp is one of the most used messaging and personal communication apps in the world and ,sometimes, people are so used to communicate through this application that it ends up being used for enterprise communications.

At the beginning of this month Continental banned the use of Whatsapp and Snapchat on their company phones, a move that Deutsche Bank had already put in practice in early 2017. Both Continental and Deutsche were worried about data protection and compliance with the GDPR, but, how does this european law affect Whatsapp (and other similar communications apps)?

 

Key facts

GDPR (General Data Protection Regulation) has been a hot topic for companies in the last few months and rightfully so as it is a simple regulation in concept but hideously complicated to comply with every detail.

What you should know about this regulation is that it affects every company based in the EU and any enterprise that collects and process data from a EU resident regardless of their location. That means that the regulation not only applies to business located in Europe but anywhere in the world if they offer goods or services to EU users. It is important as well to notice that GDPR affects not only collectors of data but also processors of users data with fines that can go up to 4% of the company revenue or 20 million €.

This new european regulation comes with a few changes and requirements for data handling and processing:

 

  • Consent: Clear, precise, and explicit consent is required from each person to the enterprise for the process and storage of their personal data. Companies must prove the consent and the consent can be withdrawn (opt-in, opt-out). Also companies must explain the use of the data they are gathering.
  • Right to access: this is the right for users to know what personal data is being stored and how is it being processed. If required, the user can get a digital copy of what data is being stored and processed.
  • Right to be forgotten: refers to the possibility of the end user to have the data controller erase their personal data, and have third parties that the enterprise collaborates with, stop processing such data.
  • Transfer of data: there is a restriction on the transfer of data to third countries outside the EU. This restrictions try to ensure that GDPR rights are met.

 

 

What happens with Whatsapp?

From a GDPR point of view, Whatsapp leads to several critical issues. The main worry is that Whatsapp exports the whole address book of the user. This includes names, phone numbers and emails of the contacts. It is not clear what is the purpose of storing this data and how it is being processed by Whatsapp itself. Because of this a few problems arise:

  • Consent: the end user allowed the process and handling of personal data by your enterprise but they don’t know how Whatsapp is handling their personal information. This means that there is no consent to transfer personal information to this third party.
  • Right to access: this is a critical issue as it is impossible for the end user to know what data is being stored by whatsapp and neither can have access to it and get a copy of the stored data.
  • Right to be forgotten: according to the GDPR end user must have the option of data erasure. As the contacts are exported to Whatsapp servers it is not possible to enforce this right. Also contacts can be exported to desktop which means even less control of storage and erasure of personal data.
  • Transfer of data: Issues can arise for transferring personal information to a country outside the EU. Data, files and messages can be shared with no limitation without leaving a trace which means that it is impossible to know where that information might end up.

As a result, it is clear that the use of Whatsapp for enterprise communications brings up several problems about compliance with GDPR. Because of this, businesses should deploy a safe and professional enterprise communication tool to be compliant with the new EU regulation and avoiding fines.

Quobis portfolio includes Sippo collaborator a complete UC solution fully compliant with GDPR. In next posts we will talk about how Sippo collaborator fulfills GDPR compliance.

WEBINAR: Transforming communication processes in banks

Next Thursday June 28th, 2018 Quobis will be speaking about how is possible to adapt bank communications to the digital transformation challenge.

Banking companies are being disrupted and going through relevant digital transformation projects to meet regulatory changes and to enable new digital customer service channels in a fast changing landscape. We explore in this webinar the technologies behind real-time communications and the business process that they transform.

Module 1: Secure and flexible internal communications
  • Messaging tools with GDPR and MiFID
  • Bringing mobility and BYOD for employees
  • Flexible multi-conferencing
  • Embedding communication tools into corporate apps

Digital transformation is reaching also internal employees. New technologies enable remote users to use the same tools as internal ones. Legal compliance is one of the key points for make this happen.

Module 2: Customer care using collaboration
  • Navigation assistance
  • Communication layer in electronics banking apps
  • Co-browsing and document review
  • Live support from kiosk and ATMs
  • Communication in premium banking

This module is focused in how modern web conferencing tools help financial  companies to improve customer care, adding live voice or video calls with advanced multimedia capabilities from different locations, avoiding the need for customers to visit the branches of the company.

Module 3:  ID verification and fraud prevention

  • ID assurance for critical operations
  • Credit card activation
  • Avoiding counter-financial operation
  • Online Customer on-boarding

We’ll explore how web collaboration tools provide certainty to remote operations, making online operations possible. These technologies can be complemented with features like location and/or network provider retrieval and device authentication and third party solutions.

June 28th, 2018

Select your preferred time CET *

 

Quobis successfully completes its participation in SiGO project

SiGO: Innovative solutions for pre-5G communications had the objective of tackle new opportunities arising in different fields due to the evolution of mobile communication technologies to 5G. Quobis collaborated with DEKRA, Keysight and ISOIN to design and implement a set of systems and tools to get the objective of the project.

The main results obtained at the end of the project were:

  • A network emulator for pre-5G technologies
  • Networks performance solutions for M2M and automotive environments
  • Simulation tools for IoT and HetNets
  • A WebRTC architecture for IMS networks

Quobis has implemented and integrated WebRTC services into an IMS network and developed WebRTC applications that allowed the system validation. As a demonstrator, the WebRTC services run over the pre-5G network emulator providing a complete set of KPIs to analyse the QoS of the multimedia services under pre-5G conditions.

After this project, Quobis continues to work on multimedia solutions for 5G environments in the project 5GTANGO. This project enables the flexible programmability of 5G networks with an NFV-enabled SDK; a Store platform with advanced validation and verification mechanisms for VNFs/Network Services qualification; and, a modular Service Platform with an innovative orchestrator in order to bridge the gap between business needs and network operational management systems. In the coming months Quobis will have a first version of the pilot that leads.

Outcomes from the IMS World event

Quobis, was exhibiting at IMS World event, held on April 25 – 26 in London (UK). Quobis’ booth   showcased the launch of a new release of Sippo wac. This is a telco-class real-time communication application server for the exposure of network APIs.

Sippo wac provides tools for developers to create real-time communication apps while managing all the complexity related to IMS integration, device-fragmentation, AAA interconnection, service enablement and troubleshooting and user management.

This element has been designed to follow the general architecture of the 3GPP for WebRTC, playing the role of the WWSF and WAF and making possible to interoperate with eIMS-GW from different vendors. During the show we’ve had the change to explain the potential of WebRTC on IMS networks to delegates from most of the tier-1 telcos in Europe.

In addition, we use our booth to show Sippo ecco, as an application be deployed based on the API of Sippo wac and providing an seamless experience with IMS and VoLTE services.

Sippo ecco is a telco-class ready-to-use OTT client fully integrable with IMS, VoLTE, VoWifi and MVNO architectures and AAA elements..

Quobis awarded at the Oracle IC in New York

Quobis has participated in Oracle Industry Connect 2018 held in New York during last week.

This event brings together business leaders and experts from across industries to share deep sector expertise and strategies for innovation and organizational transformation. The event has  seven industry-specific tracks for business leaders, being “Communications” the one related to the current Quobis alliance with Oracle. Nevertheless, we kept also a close look into other interesting areas such as  energy and utilities, financial services and insurance where Quobis has joint success stories with Oracle.
The most heard word in the show was by far “Digital Enterprise” and how the business leaders need to address that transformation. There is no discussion that the three pillars that sustain that transformation are “Customer Experience”, “Network Evolution” and “Digital Business”. We heard real-life experience of success stories that clearly show how the world is continuously changing and how technologies is killing old business while opening new ones. We could confirm during the sessions and networking events that our portfolio currently meets the needs of those three pillars, and how the rest of the Oracle solutions and also the cloud can expand and complete our offering.
In addition, Quobis was recognized with a “Company Specialization Award”, presented by Carl D’Costa and received by Elias Carrera -Quobis CEO- and Alvaro Ramirez – Sales Manager US & LATAM.
We are looking forward to attending Oracle OIC next year!

Sat2car project: Quobis provides real-time communications on cars

Quobis is taking part of Sat2Car project with the objective of implementing a system for connected vehicle services via satellite communications.

Quobis is contributing to the design and implementation of a set of multimedia services based on WebRTC and our solution Sippo wac. It will allow real time communications integrated in the board screen of the car and it will provide assistance and videoconference services to users from a professional assistance service.

The main functionalities will be audio/video conference to an agent that can provide customer service or assurance services among others. This application will also provide data from the car to the agent like GPS location, speed, etc. In case of a crash, the videoconference will be established automatically. Besides, an infotainment and travel entertainment service will be implemented in the customer application to allow the access to video content both for entertainment and support services.

Sat2Car project is being coordinated by Egatel with Quobis, Altia, Peugeot Citroen Automóviles España and Hispasat as partners. It started in 2016 and now its final phase begins with the integration tasks to get the results at the end of 2018.

Some weeks ago the intermediate review meeting was held in Las Palmas (Spain) with very interesting results and some individual use cases available. For the final review, a car with the satellite communication system integrated will be available for demonstrations.

WEBINAR: How IoT expands real-time communications borders

On  Wednesday June 6th, 2018 Quobis was speaking for 30 minutes about WebRTC and Internet of Things. Watch the video below

In this webinar we explored different use cases of Internet of Things where WebRTC can play an active role, improving communications, adding multimedia capabilities or just making things work.  After starting with a review of the state of the art of WebRTC on IoT, we focused on use cases and references.

 

Module 1:  State of the art of WebRTC for IoT

  • What’s new with WebRTC
  • Browsers and devices supported
  • Usage of data-channel for data communication
  • Architecture of Sippo
  • Introducing Sippo IoT SDK

We explored the new advances on web communications and how this can fit on remote operations, explaining why WebRTC is appropriate as a framework to manage communications on IoT projects.

 

Module 2: Applications of RTC on IoT domain

  • Tele-health (mixing voice/video with data sources)
  • Industry 4.0
  • Connected car
  • Home automation and security
  • Video evaluation with smart glasses
  • Drones and robots

This module is focused in how WebRTC can play a role in differente IoT ecosystems, providing abstraction of device fragmentation, adding multimedia communications easily or just exposing standard APIs to allow third parties to develop apps.

 

Module 3: References on IoT domain

On the last module we disclosed some references based on the use cases of the previous module and we’ll leave some time for Q&A.

 

Sippo wac v4 to be announced at IMS World (London)

Quobis, the leader in real-time communication apps for the web, announced it will be exhibiting at IMS World event, to be held on April 25 – 26 in London (UK).

Quobis’ booth (#10)  will showcase how the launch of a new release of Sippo wac. This is a telco-class real-time communication application server for the exposure of network APIs.

Sippo wac provides tools for developers to create real-time communication apps while managing all the complexity related to IMS integration, device-fragmentation, AAA interconnection, service enablement and troubleshooting and user management.

 

“We repeat as exhibitors at the IMS World event, the best place in Europe to talk about IMS solutions” explains Iago Soto, Chief Marketing Officer of Quobis  “For us, it is going to be a great opportunity to announce the new release of Sippo wac, as the best architecture to expose via WebRTC the capacities ans services of telcos”.

Companies interested in arranging an appointment with Quobis should send an email to info@quobis.com. To learn more about Sippo , please visit www.quobis.com