Autor: Iago Soto

Quobis to exhibit at the ITexpo 2019

Quobis, the leader in real-time communication apps for the web, today announced it will be exhibiting at ITexpo, to be held on January 29th to Febraury 1st in Fort Lauderdale (Florida).

Quobis’ booth (#118)  will showcase how the launch of a new product called Sippo hub, 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.

Sippo hub provides prebuilt use cases and modules and an open API/SDK to support/build tools like video ID verification, video evaluation, document review, among others.

 

“This means our first participation at the ITexpo East, so this is the ideal place for launching a new product,” explains Iago Soto, Chief Marketing Officer of Quobis  “For us, it is going to be a great opportunity to explain how Sippo is the best architecture to deal with the digital transformation challenge. We want to show to the industry the opportunities that Sippo brings.”.

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

About Quobis

Quobis is a leading European company in the delivery of carrier-class unified communication solutions for telcos and enterprises.

Quobis is well-known as one of the leaders in the deployment of WebRTC technology after being involved in the release of the industry-first application server, called Sippo WebRTC Application Controller.

Today, this element is part of the core network of different telcos worldwide. In addition Sippo is helping enterprises to defeat the challenges behind digital transformation processes using real-time communications

The company is headquartered in Vigo, Spain with partners throughout the world.

Sippo collaborator will benefit from 5GTANGO platform

Quobis is taking part of 5GTANGO project where one of its main roles is the implementation of a Communication suit pilot to test how the 5GTANGO platform helps to deal with security, monitoring and debugging issues when scaling.

The objective of this pilot is to test our scalable real-time communication platform which allows to exchange real-time media, Sippo collaborator, and to use the 5GTANGO platform to provide a scalable implementation solving some of the problems during the implementation of real-time unified communication systems, like difficulties of security, when monitoring and debugging, when scaling up the solution, etc, where validation and performance tests must be adapted to each environment.

Quobis will integrate the results of 5GTANGO in Sippo by the addition of APIs to use the 5GTANGO framework and new features based on network functions and services from the project. This integration will provide flexibility to adapt the Sippo infrastructure to the resources required for real time.  

About 5GTANGO

5GTANGO is a 5GPPP Phase2 project that enables the flexible programmability of 5G networks with:

  1. a) an NFV-enabled Service Development Kit
  2. b) a Store platform with advanced validation and verification mechanisms for VNFs/Network Services qualification
  3. c) a modular Service Platform with an innovative orchestrator in order to bridge the gap between business needs and network operational management systems.

You can find more information about 5GTANGO here.

 

About Sippo collaborator

Sippo collaborator is an enterprise-grade multi-device unified communication suite integrated with existing customer PBXs and call center platforms. It provides a complete set of advance features like video conferencing, call recording, presence and messaging.

You can find more information about Sippo collaborator here.

SOCCER project: Quobis evolves its onboarding system with certified videoconference

by Yudani.riobo |  Quobis is working on SOCCER project with Tecnocom and Mobbeel to develop a system that allows the onboarding process for banks in a non-face-to-face way by certified video.

Within this project we are developing an app and a web application to let users to contract a service or a product from a bank portfolio. The main improvements regarding the current onboarding process are:

  • Facial recognition for identification and validation of user respect by national identity card (DNI) or passport
  • Verification process to validate DNI or passport
  • Certification of the video recordings
  • Validation of the integrity of the recordings

We designed the architecture needed to integrate the elements to extract and process the video sources in the contact center of the current onboarding process, and we are now integrating the facial recognition algorithms, the identification and authentication algorithms of DNI and the video validation and certification system.

If you want to know our expertise in onboarding processes you can find more information here or you can contact us.

 

Benefits of enabling a WebRTC Contact Center

by Jorge Cabaleiro | Since its inception in 2011, WebRTC had the potential of being a disruptive technology for the contact center world (you can check this blog post about traditional WebRTC markets if you want to learn more about that). The technology opens up a whole new way to communicate with customer by bringing contact centers the possibility of integrating voice, video and collaboration into any mobile and desktop computer by using the web browser. Back in the day technology adoption have been slow due to lack of standards, but nowadays, with major browsers offering WebRTC support (Safari being the last to jump aboard on September 2017) and several mainstream apps making use of the technology (I.e. Google Hangouts, Facebook Messenger, Discord…) WebRTC is estable and ready for massive market adoption.

WebRTC introduces several benefits to the contact center environment; the most obvious is improved customer experience. Customers can call directly from a website, no need to switch to the phone if they are using a desktop computer and, because the contact center knows from which specific website the call was generated there is no need for IVR making the whole journey smoother.

Besides making a better customer experience, WebRTC reports benefits to the contact center in terms of cost reduction. The cost reduction comes from two sources. First, faster resolution times, the agent has access to contextual information about the customer which translates in fewer questions to assess the initial situation. Also, agent and customer can start a screen sharing session making it faster and easier to guide through websites. Another tool that boosts efficiency is video, nonverbal communication represents more than half of all communication;  being able to see facial expressions, gestures and posture gives the agent the capability to better understand the customer. The second source of cost reduction is fewer incoming toll free calls, these calls cost around 0,03€/minute which is not a high number, but multiplied by the total of inbound calls it cas easily add up to to the millions. Reducing the amount of these toll-free calls can quickly increase savings.

In the next chart the potential cost savings are analyzed. Premises are that a 25% of the calls to the contact will be performed via WebRTC, efficiency gains produce an AHT (agent handling time) reduction of a 7% and average agent salary is 18.000€.

New use cases: Field support

In the last few years Augmented Reality has experimented exponential growth and adoption so new use cases have been developed in a variety of verticals. In the case of WebRTC augmented reality capabilities have been added to the technology in order to create what can be called “remote field support”. Augmented reality brings the possibility of adding drawings, instructions and virtual models to a real time video. This allows an agent to guide anyone through fixing something in a “see what I see” fashion.

This use case is suitable for customer care in case of failure or problems with an appliance. For instance when a customer calls about an issue with a device the agent can try and guide the customer through fixing it if possible; worst case scenario when the technician is deployed there is already visual knowledge about the situation speeding resolution times.

For an enterprise sending an  on site technician represents a huge cost, often times the customer would be able to solve an issue if properly guided. This allows to send technicians only to critical situations that truly require their attention.

Taking as a premise that only 2% of jobs that would require a technician are solved remotely this would represent savings as represented in the next chart (considering cost of technician 100€).

 

Sippo hub

As explained, contact centers can greatly benefit of higher customer satisfaction and increased savings by complementing the traditional voice & chat offer with WebRTC. Quobis offers Sippo hub, an enterprise-grade server that enables contact centers to add extended capabilities beyond traditional voice. Contact centers can provide a whole new range of services and explore new use cases to monetize while improving the customer experience.

Sippo hub is a customized solution fully compatible with both commercial and open source call center solutions. Integrate it with the company assets to fully empower your employees. Visit our website or write to info@quobis.com for more information.

The traditional WebRTC market (second part)

by Jorge Cabaleiro | In a previous blog post I explained a little bit of the beginnings of WebRTC and the very first use cases that were developed using the technology. We are in 2018 now and long time has passed since the early days of WebRTC; in these 7 years many new technologies and trends developed, allowing new use cases and new industries to target. These are some of the new verticals that will benefit from using WebRTC:

 

  • eLearning: education is a traditional mature market that has undergone a great deal of change in the last few years. Adoption of new teaching ways like MOOCs (Massive Open Online Courses) started the trend of going beyond brick and mortar education. WebRTC allows to move from a pre recorded video to have an online live seminar with a professor (check this video of IE Wow Room). For students, teachers and education institutions the technology means lower price of education and facilitating the access to high level education. For enterprises means that internal trainings can be done easily removing the need of flying teams from different locations.

 

  • Live streaming: in industries like gaming or live betting low latency on the stream is crucial. WebRTC offers the possibility of streaming media with non perceptible delay allowing true live interaction between watchers and provider. Broadcasters can also benefit, the technology allows for P2P streaming which means that users can cooperate sending pieces of content directly between them lowering the load of the streaming servers. Lastly, there’s an opportunity for generalistic TV channels as they will be able to easily add live interaction with viewers.

 

  • One-way conversational devices: this is one of the newest technologies that have arised in the last few years. “Virtual Assistants” triggered by voice are a growing market, big companies are releasing their own products (Amazon with Alexa or Google with Home). These devices are always connected and by using WebRTC they can offer the possibility of placing phone calls directly. If the virtual assistant has a camera a video call can be performed.

 

  • IoT: there is the prediction that IoT will explode in scale in the next few years. All this wave of new connected devices offers a huge possibility for a technology like WebRTC. For example, smart doorbells; don’t miss a delivery anymore you can connect with your doorbell real time, talk to your courier, open the door and tell the person to leave the package on the entrance. A sensor in fire alarms can trigger a video call to emergencies sharing real time images of the location to assess risks. It is expected that many new use cases will come up in the following years using connected devices.

 

  • Connected car: the rise of autonomous vehicles means that cars will have a wide array of sensors, cameras and microphone as well as internet connection. Security recording and streaming for insurance claims, emergency communications or passenger entertainment and communications are some of the areas where the technology can make an impact.  

 

  • Field Support: this is somewhat an extension of contact center capabilities, adding 3d modeling (AR/VR) to a live stream can help agents explain to the customers how to fix a problem. In case that a the client can’t fix the issue and a technician needs to be deployed there are benefits to the technology as well. Firstly the technician already has visual information of the problem which lowers resolution times. Secondly, in case help is needed the technician could start a “see what I see” session with a colleague instead of leaving and escalating the issue, add the possibility of incorporating 3d modeling and whiteboard on the stream to gain more efficiencies in repair times..

From connected cars to gaming or telemedicine, it is to expect a continuous growth of WebRTC usage in the near future. As we can see, the technology is more than just video conferences and calls which is something that usually tends to dominate the industry focus. In Quobis we developed our own WebRTC platform, Sippo, enabling enterprises and service providers to have their own custom RTC apps covering a whole range of use cases, if you want more information visit our website or send an email to info@quobis.com.

The traditional WebRTC market

by Jorge.Cabaleiro | In 2011 an ambitious open source project backed by Google was conceived. The “Big G” wanted to make real time communications between browsers a reality and so WebRTC technology was born. The technology was truly appealing, WebRTC opened the possibility of communicating browser-to-browser by the click of a button, without any plugin or software download.  Despite of the beauty of the idea, there were several hurdles to face at the beginning, including battles over protocols and codecs to be implemented and lack of support from major browsers.

Now, 7 years later, seems it is the time when WebRTC gets critical adoption. There are three main reasons for this. Firstly, the technology is finally supported by all major browsers since Safari 11 was released in October 2017. Secondly, WebRTC is more mature, it is not longer a fringe or experiment; there are several products like Google Hangouts or Facebook Messenger that are using the technology creating an ecosystem around it and giving the technology mainstream adoption. Lastly, developers and enterprises are finally glimpsing new use cases that can be done with WebRTC and how the technology could disrupt some industries.

Taking into consideration that security and simplicity are deeply ingrained into WebRTC, there were some verticals considered primary targets of the technology:

  • Team collaboration: with the possibility of adding video, voice, chat and other collaboration tools to a browser and the rise of BYOD practices in enterprises, team collaboration is the obvious first target industry of the technology. WebRTC gives workers the possibility of using any device to start a conversation, share files or chat with their colleagues with one click.
  • Banking/Insurance: following the financial crisis of 2009 and the growth of new digital challengers, traditional banks need a way to modernize and digitalize their services. The opportunity to offer a “physical branch” like experience anywhere, from opening an account to get a loan at any place was one of the first use cases that were developed using the technology.
  • Healthcare: next to financial services, healthcare is one of those mature industries that can greatly benefit from videoconferencing. In non urgent cases, calling your doctor rather than going to its office cuts expenditure in travelling, reduces wasted time waiting in the office and decreases missed appointments.
  • Contact center: WebRTC brings a natural evolution from traditional calls by allowing the option of having video and extended collaboration tools. Customers can directly call from a website or app and agents can get the clients’ contextual information, share screens or transfer files on the fly. This translates in a better customer journey and faster resolution times.

 

In the following blog post I will talk about what has changed in this 7 years and which new industries and use cases have been developed. At Quobis we developed our own WebRTC platform, Sippo, enabling enterprises and service providers to have their own custom RTC apps to monetize, if you want more information visit our website or send an email to info@quobis.com.

Quobis to exhibit at the IBC Amsterdam 2018

Quobis will be exhibiting at the International Broadcasting Convention (IBC) in Amsterdam (Netherlands)next September 14-18. This is the second year in a row we’ll be exhibiting there together with other local vendor in the communication and broadcasting domain.

Ask you sales representative about the value proposition of Sippo for content streaming services and CDN integration

Quobis, as the leader in web based real-time solutions for enterprises and service providers, has adapted telco-based solution to broadcasters and content owners to be ready to add a communication layer and promote interactivity in web-based streaming services.

 

 

VISIT QUOBIS AT BOOTH 14.D29

Request a meeting

Quobis provides consulting services on WebRTC for telcos and services providers. This technology makes possible to add a communication and collaboration layer on web-based streaming services and existing mobile applications. Based on this technology Quobis has built Sippo wac, an application server that enables different use cases of web communications, including those related with content streaming like the case of Social TV.

Sippo includes features like group chat, push notifications, multi-conferencing and multi-device Support that make Social TV possible. Using Sippo Web Collaborator you can chat with your friends using any device and from any location, so you can invite them to join a room with a live streaming event using the web browser.

 

Quobis has been involved in different projects related with WebRTC for most of the top-20 telecom operators world-wide. Quobis has beed working on standarization of WebRTC, in R&D projects with PT, Orange, Telefonica or Deutsche Telekom (among others) and in the first proof of concept of the technology.

In the TV and broadcasting domain we’ve involved in the first experience of using WebRTC for streaming services, working together with Telefonica in their social TV platform, launched in 2016. This is the smartest way to add videoconferencing capabilities to a multi-device environment, as using Sippo wac it hides all the complexity related to device fragmentation.

You can ask you sales representative more information about the value proposition of Sippo for content streaming services and CDN integration.

Quobis to exhibit at the MWC Americas 2018 in Los Angeles

Quobis, the leader in real-time communication apps for the web, today announced it will be exhibiting at Mobile World Congress Americas 2018, to be held on September 12 to 14 in Los Angeles (USA).

Quobis’ booth (West Hall, W.331, booth #D) at the Mobile World Capital area will showcase how  Sippo wac  can help telecom service providers, CPaaS and network equipment vendors, to create value-added WebRTC-based services into their existing offerings.

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

“We’ve been exhibiting at the Mobile World Congress Barcelona for a long time. This is the second time in a row at the US edition after the success of 2017” explains Iago Soto, Chief Marketing Officer of Quobis  “For us, it is going to be a great opportunity to showcase the potential of the web communications for customers and partners. We want to show to the industry the opportunities that Sippo brings.”.

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

About Quobis

Quobis is a leading European company in the delivery of carrier-class unified communication solutions for telcos and enterprises.

Quobis is well-known as one of the leaders in the deployment of WebRTC technology after being involved in the release of the industry-first application server, called Sippo WebRTC Application Controller.Today, this element is part of the core network of different telcos worldwide. In addition Sippo is helping enterprises to defeat the challenges behind digital transformation processes using real-time communications

The company is headquartered in Vigo, Spain with partners throughout the world.

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.

This figure shows a typical customer journey where co-browsing is being used.
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.