AstriCon 2020 [Plan 9]

Explore the current offer of Open-source Real-Time Communication tools in order to provide a starting point to build a Full WebRTC Omnichannel Contact Center Solution

Given the current offer of Open-source Real-Time Communication tools, it is possible to consider combining several applications in order to bring a Full WebRTC Omnichannel Contact Center Solution. Indisputably Asterisk has been the most popular open-source framework for building communication applications in call center scenarios. These days messaging applications are in high demand. In this way, despite the short time in the market, Matrix is quickly emerging as an open standard for secure, decentralized, and real-time communication. Its specification includes direct chats, group chats and chatbots, end-to-end encryption, file transfer, high-quality voice/video WebRTC calls and in terms of interoperation it has an outstanding ability to bridge existing platforms like Slack, IRC, XMPP, WhatsApp, Facebook, Hangouts, into a global open matrix of communication. Finally, the FOSS ecosystem is full of impressive tools that can be combined to bring highly competitive solutions to contact centers. Hence, the purpose of this talk is to explore these tools and provide a starting point for their use.