WebRTC.ventures

“What you’ve just presented demonstrates incredible value. This meeting opens the door to a universe of possibilities.”? #GreatDemo #HappyClient #HappyDay

Headed to #AWSreInvent?

Reflecting fondly on June's CommCon Events Ltd gathering in London. WebRTC.ventures WebRTC Developer, Alfred Gonzalez Trastoy, attended and shares his recap of the talks and technologies showcased. https://lnkd.in/eV9DhbrK

From debt collection to appointment management to market research, AI-powered customer outreach can automate a host of routine initial interactions and determine when it is appropriate to transfer the call to a human agent. - Verifying customer identity and contact information - Presenting initial information about the reason for contact - Gauging customer interest and response - Collecting preliminary information - Qualifying leads based on predefined criteria There are many ways to enact these capabilities. Hector Zelaya presents one leverages?#AmazonLex and?#AmazonBedrock, paired with #AmazonConnect. #Voicebots #ClickToCall #ContactCenter #AIOutreach #ConversationalAI #GenAI #LeadQualification #AWSPartner #AgentRouting https://lnkd.in/ebTD9YyV

What defines a bad (WebRTC) call? Last week on episode 96 of WebRTC Live, Arin Sime's guest Luca Pradovera of SignalWire outlined a key acceptance criteria for measuring call quality in contact center scenarios: "the agent couldn't perform their job." "My definition, which has been working very well in the industry, is the agent couldn't perform their job. That is the premium definition. Why? For two reasons. One, it's relatively simple to picture yourself in the agent's shoes, whether you're a technical person or a manager person. And secondarily, it resonates very well with leadership. Agents couldn't perform their job. We found out that 2% of agents could not perform their job. So you literally lost that amount of money. So it's very easy. You always need to look for methods like this in my opinion. Again, this is not solely about regulations. We're talking about quality. So, I try to remind that the important thing is how do you define a bad call. We have done it at ‘agent couldn't perform their job’. So again, the call didn’t connect, or it connected, and it was very bad quality, dropped halfway, whatever. All of those are ‘agent couldn't perform their job." Watch the full WebRTC Live episode with highlights and key insights: https://lnkd.in/enKN2D6f #CallQuality #RealTimeAnalytics #CallPerformance #AgentProductivity #CallQualityMonitoring #ContactCenterMetrics

Behind the seemingly seamless experience of #WebRTC is a sophisticated network of servers and protocols that manage real-time, peer-to-peer connections across browsers, #nativeapps, and #mediaservers. Hector Zelaya dives into two key components of this infrastructure: #STUN (Session Traversal Utilities for NAT) and #TURN (Traversal Using Relays around NAT) servers. https://lnkd.in/eJU_reGn

Questions about Twilio Programmable Video's revival? Tsahi Levent-Levi and Arin Sime dig in as the topic of this month's WebRTC Industry Chat (as debuted on this week's WebRTC Live). ?? Why the reversal? ?? Is it really back and with what focus? ?? What about their Zoom referral? ?? How should customers deal with this news

Managing call quality at scale requires a balance between automated monitoring systems and human intervention. Luca Pradovera, Lead Solutions Architect at SignalWire, joins us for a discussion on call performance analysis in contact centers and other high-volume communication environments. He’ll share how SignalWire achieves the delicate balance between automated monitoring systems and manual intervention in large-scale WebRTC deployments. Throughout the session, we’ll explore practical approaches to WebRTC stats analysis, MOS scoring, and managing call quality for thousands of human agents. Along the way, Luca will demonstrate strategies to effectively identify, debug, and resolve issues in real-time, while offering valuable insights on setting realistic acceptance criteria and building robust communication systems that scale.

How do you notice and correct issues in real-time applications with tens of thousands of users? And how do you set realistic acceptance criteria? Tomorrow on WebRTC Live, I am pleased to welcome Luca Pradovera, Lead Solution Architect at SignalWire to the show. He'll share how SignalWire achieves the delicate balance between automated monitoring systems and manual intervention in large-scale WebRTC deployments, including contact centers. We will also explore practical approaches to WebRTC stats analysis, MOS scoring, and strategies to effectively identify, debug, and resolve issues in real-time, and more. I hope you will join us! Register for WebRTC Live 96: Call Quality at Scale – Balancing Automated Monitoring and the Human Factor, Wednesday, November 12 at 12:30pm Eastern: https://lnkd.in/e85Yhzyu If you can't make it, feel free to register and we will send you the recording and highlights.

Join us for the next episode of WebRTC Live on Wednesday, November 13 when Luca Pradovera of SignalWire joins host Arin Sime for a discussion on call performance analysis in contact centers and other high-volume communication environments. #WebRTC #CallPerformance #ContactCenterTech #CX #AutomatedMonitoring #RealTimeAnalysis #MOSScoring #VoiceQuality Register at https://lnkd.in/dkjMfKUw.