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COMMUNICATING IN CONTEXTINTEGRATING CHAT, VOICE AND VIDEO INTO YOUR APPS

© 2009 - 2016 Twilio, Inc. All rights reserved.

© 2009 - 2016 Twilio, Inc. All rights reserved.

© 2009 - 2016 Twilio, Inc. All rights reserved.

© 2009 - 2016 Twilio, Inc. All rights reserved.

AL COOK | @CALOZPOM

AL COOK | @CALOZPOM

EVERY APP IS A COMMUNICATIONS

APP.

Communications moving from standalone to

contextual.

AL COOK | @CALOZPOM

EVERY APP IS A COMMUNICATIONS

APP.

Communications moving from standalone to

contextual.

© 2009 - 2016 Twilio, Inc. All rights reserved.

AL COOK | @CALOZPOM

THE PATH TO GET THERE

E N D C A L L

John Smith

Wallace Grommit

SOFTWARE ENGINEER

ACCT MNGR

8 moCONTRACT

California, USALOCATION

@jsmith2Looking forward

to this new #twilio

product realse.

CREDIT LIMIT

THE BUSINESS SIDE

interactive mode

THE CONSUMER SIDE

AL COOK | @CALOZPOM

TWILIO CLIENT

WebRTC SDK for JS, iOS and Android

Use when you need to connect VoIP on one side to PSTN or SIP

Exposed through SDK, controlled by TwiML and REST.

Works with <Conference> <Record>

Ready Not Ready

© 2009 - 2015 Twilio, Inc. All rights reserved.

IMPROVING THE CONSUMER’S EXPERIENCE

© 2009 - 2014 Twilio, Inc. All rights reserved.

AL COOK | @CALOZPOM

A SUITE OF IP COMMUNICATIONS PRODUCTS

TWILIO CLIENT

NETWORK TRAVERSAL

TWILIO VIDEO

TASKROUTER

IP MESSAGINGSIP REGISTRATION

NEW PRODUCT

AL COOK | @CALOZPOM

TITLE TEXT

DON’T EJECT YOUR USERS

DEMO OWL AIR

AL COOK | @CALOZPOM

TWILIO VIDEO

WebRTC SDK for JS, iOS and Android

Use for voice and video calls where all ends are SDKs

Exposed through SDK and controlled through SDK

No integration today with <Conference> <Record>

AL COOK | @CALOZPOM

NETWORK TRAVERSAL

Used from Twilio Video, but can also be used as standalone service

Provides the STUN lookups needed to negotiate peer to peer

Provides TURN relay to get around restrictive firewalls (symmetric NAT, port restrictions)

AL COOK | @CALOZPOMPHOTO CREDIT: GILLES LAMBERT VIA

It’s 2016 and you still can’t message a business like you would a friend. Let’s fix that.

- Ben Eidelson

AL COOK | @CALOZPOM

IP MESSAGING

Multi-party chat capabilities for iOS, Android and JS with history and state sync’d across multiple devices

Chat specific convenience functions like typing indicators, read state, push notifications

Can transmit rich multimedia content or user defined JSON objects for embedding contextual data

AL COOK | @CALOZPOM

IN APP CHAT

Users can message without leaving the app

ING

DEMO OWL FINANCE

STITCHING MULTIPLE CHANNELS TOGETHER

TASKROUTER

TASKROUTER GIVES OMNICHANNEL ROUTING

AL COOK | @CALOZPOM

{"skill":"support",}

{"skill":"sales",}

123

123

{"skill":"support",}

{"skill":"sales",}

123

123

{"skill":"support",}

{"skill":"sales",}

123

123

{"skill":"support",}

{"skill":"sales",}

123

123

{"skill":"support",}

{"skill":"sales",}

123

123

{"skill":"support",}

{"skill":"sales",}

123

123

{"skill":"support",}

{"skill":"sales",}

123

123

{"skill":"support",}

{"skill":"sales",}

123

123

TWILIO

YOUR APP SERVER

AL COOK | @CALOZPOM

STITCHING IT ALL TOGETHER WITH CONTEXT

ROUTING CONTEXT PRESENTATION CONTEXT INTERACTION CONTEXT

Username GPS Location Text Language Device Capabilities Skills Required to Handle

Name Account History Reason for call Customer Journey up to now

Starting Video Feed Drawing on Video Data Input Signing Select between options Image Share

AL COOK | @CALOZPOM

TRANSFERRING THAT CONTEXT

ROUTING CONTEXT PRESENTATION CONTEXT INTERACTION CONTEXT

Username GPS Location Text Language Device Capabilities Skills Required to Handle

Name Account History Reason for call

Drawing on Video Data Input Signing Select between options Image Share

TASKROUTERDATA STRUCTURE e.g. IP Messaging

or Firebase

USING TASKROUTER ACROSS THE CHANNELS

AL COOK | @CALOZPOM

Create a task automatically in your TwiML response to

the voice call

Create a task when receiving webhook

For conversational use cases, only if no active task for

sender exists

Create a task instead of initiating

video call.

Initiate video call when task assigned

Create a task at same time as

creating channel.

When task assigned, add

agent to channel.

AL COOK | @CALOZPOM

A SUITE OF IP COMMUNICATIONS PRODUCTS

TWILIO CLIENT

NETWORK TRAVERSAL

TWILIO VIDEO

TASKROUTER

IP MESSAGING

NEW PRODUCT

SIP REGISTRATION

AL COOK | @CALOZPOM

TWILIO CLIENT

GENDER-MASKING INTERVIEWS

ALINE LERNER (INTERVIEWING.IO)

TUESDAY 6PM

IN-APP COMMUNICATIONS

DANE GARDNER (PORCH)

WEDNESDAY 4.15PM

CROWDSOURCED CONTEXTUAL COMMS

DARYN NAKHUDA (SPARE5)

WEDNESDAY 5.25PM

AL COOK | @CALOZPOM

TWILIO VIDEO

WEBRTC ON MOBILE

CHRIS EAGLESTON (TWILIO)

WEDNESDAY 1.10PM

IOS CAPTURING & RENDERING

CHRIS EAGLESTON (TWILIO)

WEDNESDAY 2PM

EMOTIONALLY AWARE VIDEO

EVAN CUMMACK (TWILIO)

WEDNESDAY 11.50AM

AL COOK | @CALOZPOM

IP MESSAGING

ADD CHAT TO IOS APPS

RANDY BEITER (TWILIO)

WEDNESDAY 3.40PM

ADD ENCRYPTION TO CHAT

DMITRY DAIN (VIRGIL SECURITY)

WEDNESDAY 4.15PM

HOW TWILIO USES TWILIO

BILLY CHIA (TWILIO)

WEDNESDAY 11.30AM

AL COOK | @CALOZPOM

NEW PRODUCTS

NEW PRODUCT

VIKTOR MULLER (TWILIO)

WEDNESDAY 2.35PM

NEW TWILIO SIP FEATURES

ANNIE BENITEZ PELAEZ (TWILIO)

TUESDAY 3.40PM

AL COOK | @CALOZPOM

TASKROUTER

TASKROUTER AND AWS LAMBDA

DAVID ROBERTS (ELOCAL)

TUESDAY 1.20PM

HOW TWILIO USES TWILIO

BILLY CHIA (TWILIO

WEDNESDAY 11.30AM

OMNI-CHANNEL ROUTING BOTS

AL COOK (TWILIO)

WEDNESDAY 2PM

BUILDING A CONTACT CENTER

AMEER BADRI (TWILIO)

WEDNESDAY 4.50PM

YOUR NAME | TWITTER

JUST LIKE SEARCH IS BECOMING INTEGRATED EVERYWHERE

COMMUNICATIONS IS BECOMING INTEGRATED EVERYWHERE

JUST LIKE “GOING ONLINE” IS NO LONGER A THING...

IT’S NOT ABOUT COMMUNICATION BEING A FEATURE OF SOFTWARE

IT’S WHAT YOU CAN DO WHEN COMMUNICATION IS THE USER INTERFACE

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