Our best Kranky Geek event ever. Or is it just that I have a short memory?
Earlier this month marked the highlight of the year for me. It happens every year now since 2015. The Kranky Geek event takes place in San Francisco. The event started by mistake and had become an immensely taxing and enjoyable undertaking for me.
WebRTC is a niche of an industry that are here to change the world and challenge how we communicate online with each other in real time. Kranky Geek became a place where our WebRTC niche meets, mingles and discusses many aspects of what it is that we’re doing. A lot of it is technology – and learnings people had and the scars they have to show for it. Some of it is more future looking, where new requirements are shared and semi-pitches are made. It is also a place where we get to talk and interact with the people behind the browser implementations.
I decided to share this slide about how niche WebRTC is:
This shows Stack Overflow Trends for WebRTC, VoIP and SIP. It is the percentage of questions in each month that shows these technologies as tags. WebRTC is higher than either SIP or VoIP by a factor of 3, which is nice. But overall, we’re still talking 0.05% of the questions, which isn’t much. WebRTC is a niche, but an important one (at least to me).What is Kranky Geek all about
Kranky Geek is about the current state and the immediate future of the WebRTC ecosystem. It is first and foremost an event for developers.
Here’s what I understood at a client meeting earlier in that same week. After the meeting, the client comes to me and tells me how he is using the videos from past Kranky Geek events. Whenever there is a technical detail or a topic he knows is covered by one of our past sessions, he just goes and searches the videos to find that 2-3 minutes he needs.
It got me thinking. It is quite similar to how I use it. I end up referring people to a specific Kranky Geek video at least once a month if not more.
In the end, we are into learning and expanding the knowledge available out there about WebRTC.The obligatory thanks
The Kranky Geek event isn’t funded by the audience’ tickets. These are practically free. We have a low registration fee that is a kind of a seriousness fee, which makes it easier to estimate the actual attendance rates we will see. That fees ends up being donated to good causes. In the case of Kranky Geek, we’ve been giving that money to GDI.
The event is only possible due to its sponsors.
There are a few people and companies that I need to thank for the Kranky Geek 2019 event.
First, to my partners in crime – Chris and Chad. Our different opinions and dispositions make a good mix for running Kranky Geek.
To Google and the Chrome WebRTC team at Google.
Google have been there with us from the beginning. They assist us tremendously with the logistics, their attendance and their sessions throughout the years.
To our sponsors of the event:
Their contribution is an important part of us being able to do this every year. I am also very happy that without exception, they treat their speaking slot and our rigorous process and dry runs seriously.
We had a new type of sponsors this year. Vendors who wanted to be part of the event, but didn’t speak (they came after we had a full agenda already).
Voximplant is a CPaaS vendor with WebRTC technology – one you should follow closely if you aren’t already.
Jamm just came out of stealth, and wanted to do that as part of our event.What you can find in this year’s Kranky Geek sessions
We started off planning the event with a lot of AI in mind. This is what we had last year, and the trend is obvious to follow this year as well. It will probably still be a trend 5 years from now.
When we actually looked at our agenda, we found a nice mix of WebRTC topics, covering things from WebRTC specifications and best practices, through customizing and modifying WebRTC in production to new use cases and AI.
It is good we did a dry run to all of our speakers, since I didn’t really have the time and attention to listen to them during the event itself. I learned a lot of new things about WebRTC from the dry runs we have and I am sure you will find some very interesting and useful sessions here as well.
All of the videos are already available on YouTube and I encourage you to both subscribe and watch our 2019 playlist:See you next year?
We never really know if we will be having a next ever. This is part of the fact that we’re not professional event organizers. We do it because we enjoy it. We also rely on others to make this happen.
If you are interested in a Kranky Geek 2020, then do one of the following things (or all of them):
There are different ways to deal with interoperability. With WebRTC, the one selected is relying on the browser and offer guest access. Interestingly, while the industry is headed in that direction, the elephants are also headed… elsewhere.
When I first started with this blog, over 7 years ago, I wasn’t really sure where I was headed with it. What I did know, is that I have to write something about WebRTC to get it off my chest. WebRTC was the reason I stopped working at RADVISION and moved on. You see, as a CTO of my business unit I was told there’s no budget to invest in researching what we can do with WebRTC. Somehow, the future wasn’t important enough, which got me to understand there’s no future for a CTO there either.
I ended up deciding to write three posts – what is WebRTC, why signaling is irrelevant, and what a future meeting room would look like.
That third article? Here it is, from March 2012: The Post-WebRTC Video Conferencing Room System
We’re still slowly crawling towards that goal.A short history lesson: the early days
For many years video meetings were an in-company luxury. A dubious luxury at that.
All Most video conferencing systems were based on a signaling protocol called H.323 and were *supposed* to be “interoperable”. This didn’t work that well, and in the end, companies tended to purchase all of their hardware from a single vendor. Multi Vendor was possible, but always at a loss of features or capabilities – either because these were proprietary to begin with or because interoperability is such an elusive target.
What was a person to do when he needed to communicate with someone *outside* the company? Dial his phone number. If video was what was needed, then the IT department had to be involved – on both sides. Fooling around with dialing plans, checking that the video conferencing devices interoperate, and then hand holding the users throughout that session. This happened not only in regular companies but also when the companies in question were video conferencing vendors.
Most systems at this point were hardware based. You had to purchase “meeting rooms” and install them.
The system was totally broken.Rise of the federation
At some point a new concept started cropping up. If I recall correctly, Microsoft came with it, in their Microsoft Lync service. The idea was create federations.
Microsoft Lync was a semi-standards based service. It was SIP based in nature, but different – connecting to it was harder than connecting to other SIP devices and services as a lot of the spec was proprietary. Being Microsoft, they had a largish software-based market share, but one that was left unconnected.
Each company installed, operated and managed its own Microsoft Lync service. You couldn’t just reach out to another user on another installation directly. What you could do is involve the IT people (on both ends – yes), and get them to configure both installations to be aware of one another. This was referred to as a federation.
Think about it.
Thousands and thousands of installations. Each an island of its own. Each time you wanted to reach out to someone from a new island, you had to ask permission and get it setup – to federate with that other island of install base.
And guess what? This never really worked either. Not in real life. And not even for the video conferencing vendors themselves.
The friction was just too high to make this useful for the workforce.Introducing the software client
Until a couple of years ago, video conferencing was a thing for hardware devices.
20 years ago? These devices were mostly built around DSPs and weird embedded operating systems.
15-20 years ago? The vendors learned about Linux and were comfortable enough to use it (!) for an embedded application such as video conferencing. The main concern was usually the real time nature necessary in encoding and decoding video.
About 15 years ago, the notion of being able to use a software client on a Windows operating system to join a video conference (not conduct a meeting – just join one) started to crop up.
The idea was this:
This brought with it the headaches of having to deal with unmanaged networks – having employees (mainly managers) connect from their home, coffee shops or the occasional crappy hotel network.
This new capability started changing the business model around video conferencing. How do you license the software in a world where what was sold was hardware through channels and VARs?
What it also did was change behavior patterns. People now didn’t go to meeting rooms to join a call – they joined from wherever they wanted. Once the video client was installed in their PC they were relatively free.
It had another use case to it: technically, you could get someone to connect as a guest to a meeting. All he needed to do was install the specific software client of the specific video conferencing vendor from the specific landing page of the specific enterprise who purchased the video conferencing system and connect.
If you conducted a meeting with a company who had an installation of a specific vendor, then meeting with another company using the same video vendor usually meant you didn’t have to install the client again – unless it needed an upgrade of sorts.
Since these were early days, there were many installation issues with these clients. When it worked it was great, but when it doesn’t…Enter the cloud
At around the same point in time, cloud services started taking potshots at the video conferencing industry. They didn’t call it video conferencing but rather web conferencing. Why? Because the center of the service wasn’t an on premise hardware video system installation, but rather a software based cloud service.
It wasn’t as performant and the quality was lower, but it was easier to use. Sadly, video conferencing companies didn’t see it as an existential threat.
Anyway, these services assumed that all users download and install a software client to connect to these web conferences.
Since this was their bread and butter, the idea of having guests connect became more prevalent and acceptable.
At any given point in time, I had on my laptop at least 3 such software clients. Services like WebEx, GoToMeeting and AT&T Connect.
Two challenge these services faced:
Out of these two challenges, Zoom came and solved the first one. For the most part, the first experience of a user with Zoom is by being invited to a Zoom meeting. By someone. Not necessarily an employee in a company who licensed Zoom – just by someone.
The change in business model, as well as the focus on the first time experience (making it simple), got Zoom to where it is today.
The problem that remained though is the software installation piece. That’s friction, and the browser-based solution that Zoom is offering is still subpar to what can be done on a browser.The WebRTC guest access
In the past 5 years, what we’ve seen is that every video conferencing vendor except for Zoom has made it towards WebRTC.
Vendors still offer software clients for ongoing use of their service and for providing an improved experience, but all of them also have WebRTC access as well.
Need to have someone join a session? Create a calendar invite and get a meeting link. That link will allow you to either install a software client or just use the browser with WebRTC.
This has become the norm to the point that in many cases, I get invited to meetings just by receiving a URL on one messaging service or another.
Just in the last year we;ve seen UCaaS vendors joining this game by offering their own video conferencing services, usually called Meetings:
The race towards having video bolted on top of voice meetings and web conferences now relies on WebRTC support and guest access as key features.
The nice thing about this? There’s no need to interoperate, federate or connect the islands of services. Need someone to join a meeting? Just send them a link. They won’t need to install anything, just click and be connected. Magic.
Today – almost all services offer simple to use guest access via the browser using WebRTC.Room systems “interoperability” in 2020
Offer direct guest access for a room system of one vendor to meetings of the other vendor.
What does that mean? If you are invited to a Microsoft Teams session as a guest, you should be able to join it from a Cisco WebEx Room device. And vice versa.
This is no federation here – just pure use of an existing room system to join “any” meeting.
From Cisco’s announcement:
Cisco and Microsoft are working together on a new approach that enables a direct guest join capability from one another’s video conferencing device to their respective meeting service web app (WebRTC based).
From Microsoft’s announcement:
Cisco and Microsoft are working together on a new approach that enables meeting room devices to connect to meeting services from other vendors via embedded web technologies. Microsoft and Cisco will be enabling a direct guest join capability from their respective video conferencing device to the web app for the video meeting service.
A few interesting initial thoughts:
It is about time we got there.
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We are now almost 8 years into WebRTC, and it seems like the same mistakes developers made 8 years ago are still being made today. Here are some common WebRTC mistakes that I see on a daily basis.
Last week, I took a quick business trip to Beijing for Agora.io’s RTC Expo event. I was invited by Agora.io to present there about a WebRTC topic, and I decided on “Common WebRTC mistakes and how to avoid them”. Why? Because it fits nicely with the fact that I’ve been promoting my WebRTC course recently, but also because it is an issue that crops up on a weekly basis.
RTC Expo is an interesting event. To begin with, it is a local event in China. It runs in three separate tracks and it was well attended – the rooms were usually filled to the brim during sessions. The number of foreigners could be counted on the fingers of a single hand. Agora.io offered there live translation, automated using Google Translator. During every session, the spoken words were transcribed and then translated to either Chinese or English, showing both languages to the side of the big screen. The results were mixed, and at times funny. It allowed understanding the gist of what was said but required some grasp of the language spoken by the presenter.
For my own presentation, I decided to work out with a simple structure:
This structure gave me the ability to fit the content to the length of the session quite nicely, while driving home the three main concerns:
There are a lot more mistakes, but these definitely make it to the top of the list.
If you are interested in learning more, then here is the deck I used:Common WebRTC mistakesand how to avoid them (RTC Expo 2019) from Tsahi Levent-levi
When the video of the session will be published, I will add it here as well.And if you are interested in solving such issues and reducing the risks of your WebRTC project, then I can always suggest my WebRTC courses.
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I am in the process of launching a WebRTC support course, alongside my WebRTC training for developers. This is by part taking place because of the work we’ve been doing at testRTC lately.
Supporting a technology is different than developing it. This is something I learned only recently. It is something I should have known some 20 years ago already. You learn something new every day.
I was always on the software development track. Be it as a developer, project lead, product manager or CTO. It was all about defining, designing, implementing and maintaining communication software. On good days, I interacted with product managers and developers. On bad days, I had to deal with support people (not because they are bad people, but because it meant we had product issues and bugs to deal with). On really bad days, I had to talk to a client who was on an escalation path.
A lot of that work with clients and support teams is frustrating as hell for developers. Oftentimes, there are two disconnected conversations going on, where both sides try to talk to each other but somehow there’s a mismatch in the languages.
This was never a fun experience for me.Learning the trade of technical support
Earlier this year, at testRTC, where I am a co-founder and the CEO, we’ve partnered with Talkdesk, developing a new product to suit their needs. For the first time, my customers weren’t other developers, devops or entrepreneurs but rather support teams. What we essentially built was a network testing tool for WebRTC, which enabled Talkdesk’s support team to more easily collect and analyze network statistics from their clients. The end result for Talkdesk? This greatly reduced their turnaround time on incidents. This product is now being trialed by a few other customers, which is great.
I learned a lot from this experience – working with support teams, understanding their challenges and getting feedback from them on our initial alpha release and from there to the product launch itself.
At roughly the same timeframe, I found myself consulting more to support teams through BlogGeek.me, which was a different experience. The main bulk of my consulting is either around architecture and troubleshooting development issues in communication technologies or they are revolving around roadmapping and strategizing communication products. The people you deal with are different in each case, and trying to assist support people instead of making them go away as a developer in my distant past is an interesting experience (something that I should have experienced years back, when I was still young and beautiful).
Where is all that leading to?New upcoming Supporting WebRTC course
My next pet project at BlogGeek.me is a new course. This one geared towards support people.
It isn’t a subset of the developers WebRTC courses that are already available, but rather a brand new course, created and recorded from scratch.
Because support teams need something different.
They don’t really need to know the internals of SRTP, or a detailed explanation of the patent situation of video codecs, or a lot of other technicalities. What they need is a basic understanding of WebRTC and then a lot of information around how things fail (as opposed to how they work).
If you want a peak at the agenda for this course, then it is available here.
I am in the process of creating the materials for the course and will switch gears towards recording and putting this live in two or three weeks.
There are 3 options here:
Today, I have 3 WebRTC courses for developers:
If you want to learn more about them, you can check the course syllabus (PDF).Are you an employee and not a decision maker?
I think this doesn’t happen enough:
The part not happening enough is employees asking to take classes. Asking to get trained in technologies they need to get their job done. Why do I think that? Because I used to be like that as a developer myself. I was passive, waiting for things to happen to me, rarely going and asking for the tools to assist me in my work.
More often than not, I see managers interested in enrolling their employees you my courses. From time to time, there will be a developer who thinks this is important enough to go and ask for permission to take the course – or even more – go suggest the company to send the whole team to enroll in the course.
Think you need this course but don’t think management will approve? Try asking them. You might be surprised by the reply you get.
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I find myself looking at streaming platforms somewhat more lately. A topic that crops up from time to time is access to “open data”. Many write about the merits of open data but a lot less is written about the challenges related to making such data accessible and available.
I’ve asked Tom Camp, technical author and developer at Ably Realtime, a data stream network and realtime API management platform, to give a few pointers around the challenges in accessing open data streams.Why realtime open data is useful
A well-known example illustrating the benefits of realtime open data is Transport for London and the ‘Citymapper effect’. Deloitte estimates that the 13,000 developers who started using this data created 600+ apps (including Citymapper), contributing £130m to the city’s economy within just a few years of the scheme’s launch. So it’s surprising large-scale examples like this are so rare (if you know of any similar success stories/ good sources of realtime data please comment at the end of this article). The EU’s data commission has also noted a distinct lack of publicly available, value-generating data sources (think traffic data, weather information, realtime financial updates) due to the costs involved of realtime distribution. In the UK, the Office of National Statistics (the ONS) has noted a widespread lack of data sources in realtime. Headlines aside, ask most developers and you’ll get the same answer.
By allowing developers to publish and consumer realtime open data feeds on Ably’s API Streamer (a realtime API Management Platform) Ably’s Open Data Streaming Program aims to make public realtime data easier to work with. Work setting this in motion has involved identifying the most useful, publicly-available realtime data, converting it to a single realtime feed, and inputting it to the Ably Hub, which then re-distributes it to users (for free) in whichever realtime protocol and data structure they need. The process brought us into contact with hundreds of ‘open’ realtime data sets, and we soon became veterans in identifying and solving common problems developers experience when trying to consume realtime data feeds. Recurring obstacles range from a lack of ‘real’ realtime information, to a lack of protocol support, to heterogeneous data structures.
Below we isolate three key potential problems to bear in mind when accessing ‘realtime’ data sources, and share what we learnt about how to overcome them.1. Polling takes up time and resources
Despite the fact many online experiences (B2C, C2C and B2B) now take place in realtime, we still see a lack of push-based realtime APIs. Developers have to poll for data if they want updates in near realtime. The internet’s infrastructure is built on REST-APIs, which fall short in terms of providing event-driven online experiences.
Let’s take transport systems as an example. Although transport systems are subject to change at any minute, even here we notice a lack of realtime APIs that would be better suited to reflect this. When we looked into this we found just 2/10 cities provided actual realtime APIs. As it happens, these were the two cities with some of the best journey-planning and transport sharing apps.
How do realtime APIs help? Consider an application which is meant to keep end-users updated with train arrival times, subject to change (as the city dwellers amongst us know), at any moment. Using pull-based protocols, those wanting to receive the information will need to poll the provider’s endpoint every few seconds for current information, with obvious impacts on server load as well as usability.
Leave it too long and you risk missing information on a train arriving at a different platform, and have the end user miss the train:
Make it too short, and you’re using a lot of bandwidth making requests for unchanged information, with each message also having a fairly large overhead:
What can we do about it? We can recommend data be provided using push-based systems, to lighten the engineering load both for producers, who only need to provide the initial connection point, and for subscribers, who no longer need to worry about intermittently polling the provider’s endpoint. The result is instantaneous updates and far lower bandwidth costs.
Unlike pull systems, push bandwidth costs remain sustainable even when thousands of developers start using the data. For developers wishing to add realtime to their apps, look out for push-based APIs, such as WebSockets and MQTT, that allow for persistent, bidirectional connections. But while we are persuading data producers of the benefits of providing these, we can – up to an extent – stick with long-polling BUT optimize how we long-polling with maximal efficiency.2. Data structures are fragmented
Developers looking for realtime updates have to spend a lot of time familiarizing themselves with each provider’s chosen protocol, be that HTTP or something like STOMP, working out its implementation, and how to convert this data into a unified format suited to a particular app or service. More widely though, and again using transport as an example, there is also a fundamental lack of standardization in the way transport providers structure their data. Some companies provide extended information – carriage formation, up-to-the-minute ETAs, and seat availability, others scrape by with the bare minimum of time and transport mode ID. A lack of standards across sectors mean developers wanting to expand the reach of their app (ie all developers) eventually come up against a host of additional problems to solve. With each new data structure developers need to work out which data corresponds to what, how to correlate similar data, in addition to allow for varying degrees of accuracy.
A good illustration of lack of cohesion is the variety of options for what has caused a disruption. GTFS Realtime includes twelve possible reasons for delays. NationalRail on Darwin however, has a whopping 496 options (I kid you not). If open data is to have a meaningful impact on different sectors, we recommend industry-wide agreements on what data to provide. For developers, in the meantime, it’s a matter of knowing how to sift through the sources.3. Some data sets are more open than others
Most pull-based systems I’ve encountered don’t seem to be designed to handle large numbers of requests, which inherently reduce the value in the data as it becomes less accessible. Many transport data providers impose heavy rate limits and restrictions on data usage. For example, UK train operator NetworkRail has a limit of 500 people using their queues at any one time. TFL’s RESTful API is limited to 500 requests a minute. I think that public data providers need to impose generous limits. For developers, so as not to get caught out when your app scales, it’s a wise precaution to bear in mind that you will likely need higher loads than you are anticipating. Here and elsewhere, before you dive into building an app, it’s best to read the smallprint around your chosen data source, gauging how it fits in both with other data sources, and your use case.
Ably is a global cloud network for streaming data and managing the full lifecycle of realtime APIs. Read more about concepts, design patterns and protocols underpinning realtime engineering on the Ably Engineering blog.
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Looking at the future of CPaaS, the lines are blurring in the cloud communication API future. And this isn’t only about UCaaS and CCaaS.
I’ve been asked recently by multiple clients to analyze for them the future of specific technologies they are developing. The process was very interesting and provided a lot of insights – somethings things that haven’t been obvious to me to begin with.
It got me into thinking. What if I do the same around CPaaS? Looking at how the future of cloud communication APIs look like, what are vendors after, what they pitch and brief analysts about, and what their customers are looking for.
I decided to do exactly that, ending up writing this article and creating a new comparison sheet and eBook (this eBook/sheet combo can be found in my WebRTC Course paid-for ebooks section).
When looking at what the future holds in the CPaaS domain, there are many aspects to review. If this topic interests you, then you should probably also read these other 4 articles I’ve written previously:
Now that we’re on “the same page”, here’s where I see things heading for communication APIs.
Want to figure out exactly what each vendor is doing in each of these future trajectories? You can purchase my CPaaS Vendors Comparison.
There’s this new trend of making software development all-encompassing. It boils down to a single non-word used for it known as #nocode
Here’s some of the things people like saying about this trend:
As creating things on the internet becomes more accessible, more people will become makers. It’s no longer limited to the <1% of engineers that can code resulting in an explosion of ideas from all kinds of people. #NoCode— Shaheer Ahmed ✪ (@Boringcuriosity) September 13, 2019
The best code you could write is #nocode at all— Denis Anisimov (@dbanisimov) September 14, 2019
Interestingly, the place where you see people talk the most about #nocode is in the third party API space. Now that we’ve made integrating with third parties simpler via APIs, it is time to make it even more so by requiring less development skills to do so.
This has been a long time coming to the communication API space as well.
We’ve had visual IVRs for quite some time, and we’ve seen in the past 2-3 years many of the CPaaS vendors adding visual drag and drop tools. Twilio calls their tool Twilio Studio, while the rest of the industry settled on the name Flow.
Who is doing it today with CPaaS?
Others, like Nexmo, opted for releasing a Node-RED package, enabling developers more flexibility in the integration points the Flow tool has to offer them.
What I fail to understand is why so little activity is taking place in the serverless trend. It is as if CPaaS vendors knowingly decide NOT to offer these and instead jump directly towards the visual drag & drop flow tool.
Look at the diagram above. It shows why I believe it is a mistake to skip the serverless opportunity. We’ve started with APIs, to simplify the task of inhouse development, going towards cloud so we don’t need to install complex systems. We’ve seen a shift towards serverless (think AWS Lambda), where developers can focus on their use case and not think too much about the whole non-functional infrastructure stuff. Then came the visual drag and drop tools, which made life even simpler, as for many scenarios, there is no more need to code anything – just express your intents by connecting dots to boxes.
Developers end up using ALL of the tools given to them. They will use a visual drag & drop tool to speed up development when the flow is easier to express in that tool. They’ll write code when necessary. And they will use serverless functions to reduce the effort of scaling and maintenance if that is needed. So why not give them all of these tools?
CPaaS vendors are doing APIs and moving towards visual. The serverless part is an internal implementation which most don’t expose to their customers. Why? I am not sure.
What should you expect in the coming years?
Visual Flow tools will become an integral part of any CPaaS offering, with more widget types being added into these tools – supporting new features, adding new channels or integrating with external third parties.Omnichannel
Omnichannel is the biggest thing in CPaaS at the moment.
There are two reasons for this:
Why is SMS crap? Because in the last week or so I’ve received so much spam on SMS related to the election here in Israel that it made that channel useless. I am sure I am not the only one and that this isn’t only in Israel.
SMS is being marketed to marketers as the channel that gets the highest attention rate from the spammed audience. What it gets is the highest deliverability – maybe. Definitely not the highest attention. This makes SMS great for transactional messages but I am not sure how good it is for sales or marketing promotions if done in the current stupid carpet-bombing tactics.
How does omnichannel change that? It doesn’t. But the social networks that act as channels treat their users better than carriers, which means they are guarding the entry to their garden from sales people and marketers, trying to bake the rules of permission marketing into the engagement. This is done by things like manually approving message templates, not letting businesses send unsolicited messages, forcing identity on the sender, allowing users to mark crap they receive as spam, etc.
It does one more thing – it brings the game into a new field which is murkier than SMS today. There are many channels already, with a promise of more channels to come in the future. Will you develop it on your own or rely on a third party CPaaS vendor for that? Most will choose the CPaaS vendor approach.
Timing is also good. Social networks are opening up their APIs, letting CPaaS vendors (and other vendors) access to their users, in an effort to enhance their usefulness to their users and to have more monetization options on their platform. They are doing that while trying really hard not to piss off their users, so spam levels are low and will be kept that way for years to come.
Omnichannel is the leading force of future CPaaS growth. This is where most invest their focus on, and where there’s an easy path for migrating SMS revenue/engagement from.Email
Email was always shunned from. Akin to fax. A relic of a bad past.
But it isn’t.
Most of my business revolves around the ability to reach people via email. And it mostly works for me (don’t like my content? unsubscribe).
It isn’t a replacement for SMS messages. Not really. But it has many uses of its own. Especially if you factor omnichannel. Businesses need to communicate with their customers and prospects, and doing that only over SMS or WhatsApp is a limited worldview. There’s email as well.
Some CPaaS platforms already had email integrations and capabilities to some extent. Twilio has taken it to a whole new level with the acquisition of SendGrid. Did Twilio decide on this acquisition to increase their bottom line and appeal to Wall Street? Were they after an operation with less costs attached to it to increase their revenue per share? Was it a genuine strategic move towards email?
Doesn’t matter anymore. Email is part of the game of CPaaS. I don’t think many agree with me on that. The reason it is becoming part of CPaaS is because we need to look at communications holistically. As we head towards the enterprise with CPaaS, email is yet another channel of interaction – same as SMS, WhatsApp and others. Being better at email means answering more of the needs of an enterprise communications which means appealing more in a vendor selection process.
Email will take a bigger and more important position in CPaaS. The more omnichannel becomes the norm, the more customers will ask about Email support and capabilities.Streaming media to third parties
We call it AI – Artificial Intelligences. If we’re not overly hyped, then ML – Machine Learning. And if we’re true to ourselves, then most of it is probably statistics, sometimes sprinkled with a bit of machine learning.
CPaaS is too generic and broad to be able to cover all possible algorithms and models. What do you want to do with that recorded voice call? Transcribe it? Translate to another language? Maybe do some emotion analysis? Find intents? Summarize? Look for action items?
Too many alternatives, with too much data to train from to get a good enough model. And then each scenario needs its own data to train for and get a specialized model to use.
The end result?
CPaaS vendors offer a few out of the box integration with popular features and frameworks. The known culprits are speech to text and text to speech. Or just connectivity to AWS or Google machine learning algorithms in this speech analytics domain.
Another approach which is gaining a lot of traction is to be able to stream the media itself to any third party – be it an on premise/proprietary machine learning model or a cloud based machine learning API. Usually over a WebSocket, but sometimes on top of other transport mechanisms.
The name of the game here? Simplicity and real time.
Enabling easy access to the media streams is key. The easier it is to access the media streams and integrate them with third parties that do machine learning the more attractive the CPaaS vendor will be moving forward.Chatbots and voicebots
The digital transformation of enterprises is a transition that is taking now over a decade and will continue for many years to come. Part of that transition is figuring out how businesses communicate with users. Part of that communication needs to be relegated to bots.
I’ve written about this trend and its reasoning when reviewing the two recent acquisitions of Cisco and Vonage in this space.
There are startups focusing solely on the bots industry, which is great. But in many ways, this is part of what a CPaaS vendor can offer – enablement of communications at scale.
Some CPaaS vendors today integrate directly or indirectly with bot frameworks such as Dialogflow or have built their own bot infrastructure. Moving forward, expect to see this more.
Enabling easy creation and configuration of chatbots and voice bots will be an important feature in CPaaS. The better tooling a CPaaS vendor will have in this space, the easier it will be for him to maintain enterprise customers looking to better communicate with their users.UCaaS and CPaaS
Acronyms might be confusing in this section and the next so follow closely (or skip altogether)
UCaaS vendors are looking at CPaaS as a potential growth opportunity.
Vonage has seen that first with the acquisition of Nexmo.
Since then we’ve had Cisco acquire Tropo (and botch that one), RingCentral introducing developer APIs and 8×8 acquiring Wavecell.
There are definite synergies at the infrastructure level of UCaaS and CPaaS, though it is a bit less obvious what synergies there are on the frontend/application/business side. They do exist, but just a bit harder to see.
UCaaS vendors are adding APIs and points of integrations to their service because it makes sense. Everyone’s doin’ it in one way or another. It isn’t CPaaS but in some minor cases it can replace the need for using CPaaS.
What you don’t see, is CPaaS vendors heading towards UCaaS. Yet.
And you don’t see any successful independent UCaaS vendor using a 3rd party CPaaS vendor to operate all of its communication infrastructure. Yet.
For UCaaS, CPaaS is a growth potential. For CPaaS, UCaaS is just another use case. The lines are blurring between these two domains but not enough to matter.CCaaS and CPaaS
Cloud contact centers take the exact opposite powerplay than UCaaS.
Many of the cloud based contact centers are using CPaaS and not their own infrastructure.
Twilio decided to build a contact center solution – Twilio Flex. In a way, it competes with some of its own customers. As successful companies grow large, they go toward adjacencies and CPaaS is an adjacency.
Will Twilio succeed with Flex? Too early to know.
Will more CPaaS vendors introduce contact center solutions? Probably not, but they are being bunched up and consolidated as larger entities – just see what Vonage and 8×8 have been doing in their acquisitions.
Twilio Flex is a singular occurrence. The norm would be other larger communication players who have CCaaS, acquiring smaller CPaaS players. The end result? A blurring of the lines between the various communication vendors.
For Twilio, Flex might be just the beginning. If this bet succeeds, Twilio will find the appetite to look at other adjacent enterprise applications it could build or acquire and make its own.M2M / IOT
This. isn’t. part. of. CPaaS.
Or is it?
I’ll start by splitting this one into two areas:
Twilio has their Programmable Wireless offering, which at its core is a modern M2M solution (for me M2M and IOT are one and the same).
In this domain, communication is needed between devices. Less human intervention for the most part, so some of the requirements are different.
But this is still communications.
CPaaS will redefine M2M/IOT as one of the use cases it covers. I don’t see a reason why CPaaS vendors wouldn’t take that route in an effort to grow their product line horizontally.IOT – serverless infrastructure for real-time messaging
I tried to find a name for this subdomain and settled on what vendors like PubNub, Pusher and Ably end up with (or something in-between). There’s a set of vendors offering a kind of general purpose managed messaging that developers can use when they build their apps.
These vendors are settling on something like serverless infrastructure for real-time messaging as a name.
Serverless because it sounds modern, advanced and cool (marketing asked for that).
Infrastructure because this is what they have.
Real-time messaging because this is what they do.
How is that related to CPaaS? It doesn’t directly. Because no CPaaS vendor offers a “serverless infrastructure for real-time messaging”.
Here’s a surprising thing.
All of the CPaaS vendors who support WebRTC have a global backend real-time messaging infrastructure already. It is used to drive signaling across the network.
It might be more centralized. It might be slightly slower. It might be simplistic.
But at the end of the day – it is a serverless infrastructure for real-time messaging.
These CPaaS vendors can slap an API on top of that infrastructure and offer that as yet another distinct service. And they will. Either by inhouse development or through acquisitions.
Serverless infrastructure for real-time messaging will be wrapped into CPaaS.Cloud native, no hybrid
There were attempts in the past by CPaaS vendors to offer both cloud and on premise alternatives.
Some are probably doing it still.
The vendors that see more growth though are cloud native and offer no on premise alternative.
Things aren’t going to change here.
The future of CPaaS is cloud. Hybrid is a nice idea, but until cloud vendors themselves don’t offer an easy (and cost effective) path towards that goal, the hybrid model makes less sense – it becomes too expensive to develop and maintain.Measurements and SLAs
Quality across vendors, carriers, networks, infrastructures, time of day, day of the week or any other parameter you wish to use is variable at best. CPaaS vendors are “supposed” to handle that. They track and optimize media quality and connectivity across their services. They strive to maintain high uptime and reliability. Some even use quality as reasons for opting for their service.
At some point, TokBox and Twilio started offering quality measurement tools. TokBox introduced Inspector, a way for its users to troubleshoot network issues of recent sessions. Twilio launched Voice Insights, offering its users a quality dashboard of the calls conducted through its service.
A similar aspect is the use of SLAs as part of the service – a binding of what type of service expectations the customer should expect and what happens when the expectation isn’t met. These apply mostly to enterprise plans of some of the CPaaS vendors.
Why am I mentioning it here? Because it see it happening. It is what got Talkdesk to pick testRTC for a network testing tool (I am a co-founder at testRTC). It is also an issue that causes a lot of challenges to customers – understanding the quality their own users experience.
Measurement and SLAs will take bigger roles in customer’s buying decision making. As the market evolves and matures, expect to see more of these capabilities crop up in CPaaS offerings. It will happen due to pressure from competitors but more likely due to pressure from enterprise customers.Vying towards the Programmable Enterprise
We’re shifting from on premise to the cloud. From analog to digital. From siloed solutions towards highly integrated ones. This migration changes the requirements of the enterprise and the types of tools it would require.
I think we will end up with the Programmable Enterprise. One where the software used is highly integratable. Many of these early trends we now see in CPaaS will trickle and find their way across all enterprise software.
Want to figure out exactly what each vendor is doing in each of these future trajectories? You can purchase my CPaaS Vendors Comparison.
An analysis of the most popular open-source WebRTC repos on GitHub with a review of how WebRTC itself is doing there.
Some updates you might want to be aware of.
This is going to be mainly about updates of things that are going on that you may want to be aware of. Mainly:
Kranky Geek 2019 is coming up fast.
Date is set to Friday, November 15 2019
At our traditional location: Google’s office at 345 Spear St, San Francisco
We are going to continue this year in our look at WebRTC and machine learning in communications as our main theme.Want to register for Kranky Geek?
Registration to the Kranky Geek event are now open.
We’ve got limited room, so you should register earlier rather than later.
There’s a token registration fee ($10) – it is how we make sure everyone has a place to sit during the event.
If you’re into sharing your knowledge and experience with others, then how about speaking at Kranky Geek?
We’re working on the agenda at the moment, and are looking for speakers to join us. Each year we get one or two such requests that end up quite well. Need examples? Check out last year’s Facebook session on Portal or maybe Discord on their infrastructure.
Want to try this out? Contact us.Want to sponsor Kranky Geek?
We get to do Kranky Geek on a yearly basis due to our great sponsors.
Our sponsors this year include:
This leaves room for one or two more sponsors. If you’d like to help us our, and show off your brand where it matters when it comes to WebRTC, then let us know.Meet me in person
In the next couple of months I’ll be traveling. If you’d like to meet, ping me.October 24-25, Beijing
I’ll be heading to Beijing for Agora.io’s RTC 2019 event.
My session at the event is “Common WebRTC mistakes and how to avoid them”. Still need to work out on my presentation.
If you’re in Beijing for the event, it would be great to see you in person.November 11-16, San Francisco
Kranky Geek takes place November 15. I’ll be in San Francisco for the duration of that week.
My time in San Francisco is usually limited and hectic, but I am always happy to catch up and talk when I can find an open slot for it.
If you are interested in meeting up – just tell me.Available WebRTC related sponsorships
There are sponsorship opportunities that are available if you want to highlight your products, services or even job listings. These are available not directly on BlogGeek.me, but rather in a few partner domains:
There’s now an orderly media kit you can review for the webrtcHacks and WebRTC Weekly sponsorships. Check it out.New testRTC product: Network Testing
At testRTC, we’ve launched a new product a few months back – Network Testing
While our other products are geared towards developers, testers and IT, this new product caters for support teams.
What it does is connects to your backend directly (there’s an onboarding/integration associated with this product), and then runs a battery of network tests from the machine you use our service. It ends up providing the information it gathers to both the person running the test as well as your support team.
This was developed with the help of Talkdesk, one of our first clients for this product. Check out the testimonial we did with Talkdesk using testRTC’s Network Testing.
Interested in learning more? Contact us @ testRTCA new WebRTC course – for support teams
I have started working on a new course called “Supporting WebRTC”. The purpose of this course is to assist support teams that need to deal with issues related to WebRTC to better understand and handle them.
This comes as I celebrate my 500 course students in my developer focused Advanced WebRTC training.
Anyways, ping me if youre interested in learning more about the new Supporting WebRTC course – or even want to be there during the prelaunch, providing feedback as I create lessons.Revamping my consulting pages
This how the menu bar on my website looked until yesterday:
And this is how it looks now:
I’ve replaced the “non-performing” and somewhat cluttered Workshops/Consulting combo with the more usual Products/Services alternative.
Why the change?
Because there are many of my services that were gone unnoticed. I found that out while speaking to clients and potential clients. So it made sense to change the structure. Another reason is the recent launch of my ebooks section – while these are part of the WebRTC Course website (along with the courses themselves), I wanted to be able to share everything on my main site – BlogGeek.me.
I’ve decided to make this change available now and not wait for it, but these pages will be updated soon. I have commissioned a few unique illustrations for these new pages and can’t wait to get them up.
Here’s a glimpse of one of the concept sketches I received (this one for the courses):
Doing something with communications? I am here to help.
The post Kranky Geek, WebRTC sponsorships and other updates around my services appeared first on BlogGeek.me.
There are different ways to use WebRTC. Zoom is using WebRTC, just not in the most common way possible today.
Zoom seems to be an interesting topic when it comes to WebRTC. I’ve written about them two times recently (and a bonus one from webrtcHacks:
That in itself begged the question where WebRTC starts and where it ends, since Zoom uses getUserMedia to access the media to begin with.
What was found lately is even more interesting:September 5, 2019
Want to effectively connect WebRTC sessions with the success rate that Zoom is capable of? Check out my free mini course
Connect more WebRTC sessionsWhat does “use WebRTC” mean?
If you go by the specification components in W3C, then the split looks something like this:
From the W3C specifications standpoint, WebRTC is support for Peer Connection and the Data Channel. This encompasses in it other elements/components such as getStats, SDP negotiation, ICE negotiation, etc.
But at its core, WebRTC is about sending data in real time in peer-to-peer fashion across browsers. Be it voice, video or arbitrary data.
getUserMedia and getDisplayMedia have their own specification – Media Capture and Streams. This is what Zoom has been using out of WebRTC. It allows browsers access to cameras, microphones and the screen itself. These are used for things that have nothing to do with communications – like MailChimp or Whatsapp taking a snapshot for a long time now. Others are doing the same as well.
Then there’s the MediaRecorder component, which is defined in MediaStream Recording. Its use? To record media locally. Dubb and Loom use it for example.
Is MediaStream Recording WebRTC? Is Media Capture and Streams WebRTC?
I like taking an encompassing view here and consider them part of what WebRTC is in its essence when used in a browser.Zoom’s route to WebRTC
Back to Zoom.
Zoom started by using only getUserMedia. This allowed them access to other browser technologies such as WebAssembly. They got their real time media processing somewhere else.
The next step is what Nils just bumped into – Zoom decided that streaming the media over a WebSocket is nice but not that efficient. Since it ends up over TCP, the performance and media quality is subpar once packet losses kick in. That’s because TCP starts retransmitting the media when it is already too late for a real time task like video calling to use it, ending up with even more congestion and more packet losses.
What is a company to do at such problem? Find a non-reliable connection to send their data on. There are two alternatives today to do that in web browsers:
Zoom decided on WebRTC’s data channel in its current SCTP implementation. They haven’t gone for the Google Chrome experiment of a QUIC data channel (which should be rather “safe” considering Google Stadia is said to be using it). And they haven’t decided to use HTTP/3, which I find as a bit odd.
The end result? Zoom is using WebRTC. Somewhat. With a data channel. To handle live video streams, with their previous WebSocket architecture as fallback. And not the peer connection itself. It is really cool, but… don’t try this at home.
Is this the end of the road for WebRTC in Zoom?
I don’t think so.
They still have the installation friction and now all them pesky security experts breathing down their necks looking for vulnerabilities. It won’t hurt their valuation or their revenue, but it will eat into management’s attention.
And frankly? Zoom on a data channel will still be subpar, since doing everything in WebAssembly isn’t optimized enough. At some point, Zoom will need to throw the towel and join the WebRTC game.
Zoom has two main things working for it today, as far as I can see:
Both are user/market perception more than they are an objective reality (if there even is such a thing).1. It just works
It just works is about simplicity. It is the reason Zoom started with using GetUserMedia and later the data channel. Without it, guest access to Zoom would mandate installing their app. At a time when all of their competitors require no installation, that’s a problem. The problem is that this small friction that is left means that “it just works” is no longer a Zoom advantage. It becomes their hindrance.2. Quality is great
Zoom uses H.264, at least from the analysis done by webrtcHacks (based on packet header inspection).
Since WebRTC has H.264 support, my assumption is that Zoom’s H.264 implementation is proprietary or at the very least, not compliant with the WebRTC one. They might have their own H.264 implementation which they like, value and can’t live without – or at least can’t replace in a single day.
At some point, that implementation is going to lose its luster and its advantages, and that day is rather close now.
H.264 is computationally simpler than VP9 and AV1 – a good thing. But at the same time, VP9 and AV1 offer better quality than H.264 at the same bitrate.
When Zoom’s competitors migrate to using VP9 or AV1, what is Zoom to do?
It can probably adopt VP9 or go for HEVC. It might even decide to use AV1 when the time comes.
But what if it does that without supporting WebRTC? Would running an implementation of a video codec twice or three times as complex as H.264 in WebAssembly make sense? Will it be able to compete against hardware implementations or optimized software implementations that will be found at that point in web browsers?
Without relying on WebRTC, Zoom will be impacted severely in its web browser implementation, and will need to stick to installing an app. At some point, this will no longer be acceptable.
If I were Zoom, I’d start working on a migration plan towards WebRTC. One lasting at least 2-3 years. It is going to be long, complicated, painful and necessary.
Microsoft has taken that route with Skype. Cisco did the same with WebEx.
Both Microsoft and Cisco are probably mostly there but not there yet.
Zoom should start that route.The end of proprietary communications
In a way, this marks the end of proprietary communications. At least for the coming 5-10 years.
It is funny how things flip.
The market used to look like this:
Companies standardized on signaling, placed acceptable standardized codecs. And then pushed proprietary non-standard improvements to their codecs.
And now it looks like this:
Companies standardize on codecs, using whatever WebRTC has available (and complaining about it), placing their own proprietary signaling and infrastructure to make things work well.
In that same challenge, you’ll find additional vendors:
Agora.io, who has their own proprietary codecs, claiming superior error resiliency. They just joined the AOMedia, becoming part of the companies behind the AV1 video codec.
Dolby, who has their own proprietary voice codec, offering a 3D spatial experience. It works great, but limited when it comes to the browser environment.
As WebRTC democratized communications it also killed a lot of what proprietary optimizations in the codec level can do to assist in gaining a competitive advantage.
It isn’t that better codecs don’t exist. It is that using them has an impossibly high limitation of not being able to be used inside browsers – and that’s where everyone is these days.
Want to effectively connect WebRTC sessions with the success rate that Zoom is capable of? Check out my free mini course
Connect more WebRTC sessions
What I like at how companies are tackling spam calls and robocalling is that the solutions they bring to the table are based a lot on their DNA.
There is more than one way to solve a problem. There is usually more than one way to solve a problem effectively. Which means that it isn’t that easy to pick the best solution – simply because there are a few good alternatives. This is the case with spam calls. These spam calls are also called robocalls, which we’ll get to later.
When I wanted to explain it through an analogy – it hit me!
It is akin to the many lightbulb jokes. At the end of the day, in each industry or persona type, a different approach is taken to change a lightbulb.
Let’s change the subject instead of the lightbulb though. We’re talking about calls. Here in Israel we get a few unsolicited spam calls. Not that many if you consider what’s going on in the US – and it is still not that fun.My own spam calls experience(s) – or lack of
I used to live in a rather religious city a few years back. We are a secular family. The neighborhood and the city around us changed to become more religious over time through a kind of natural selection. At that time, I used to get a call or two a week, starting with a recording with a wording that can roughly be translated to a preacher saying “Precious Jews!” – that’s the point where I hung up automatically, so I have no clue how that “conversation” progressed.
This miraculously stopped as we moved to a city nearby. This time a secular one (almost too secular). It stopped not only in our landline but also in our mobile phones, which was interesting. This week though, I started receiving different calls, probably due to the upcoming election here. These calls start with something like “Save Liberalism” – which I again identified as my cue to hang up the call.
Here in Israel? This isn’t such a big deal. Probably due to the exorbitant cost of call automation or simply because the market is too small or too immature for it. In the US? It seems like there this plague is so common that many people don’t answer their phones for numbers they don’t have in their address book.
Here’s what Andy Abramson has to say about his spam calling experience:
Sure my regular dial up and mobile phone numbers rings throughout the day with calls from toll-free and from numbers that look like they’re from a neighbor, when they’re nothing but spam like calls.
Most of his conversations take place over OTTs these days, which don’t carry spam.
Up until recently, this seemed like a necessary evil that no one is going to really handle. But something has changed this last year. So much so that this now looks to be the main issue in phone calling. Especially if what we’re looking for is maintaining a semblance of usefulness to using telecom carriers to handle our phone conversations.How did we get to this point?
I get a feeling that it involves a mixture of reasons:
Remember that just until a few years ago, the concept of encrypting traffic other than financial transaction seemed an exaggeration (encryption and cryptographic authentication in communications was not part of an MVP, a version 1 or a version 2 of a product, and it almost never interoperated well out of the box). Today? We’re discussing end to end encryption as if that’s a human right and zero trust networks as if that’s the norm.
There is no doubt a problem. And this problem is getting bigger each year. How are companies tackling it? Each one with the tools its has available and the DNA it has.Carriers: Lets standardize
One of the main concerns with spam calls is based on spoofing. The ability of the originator of the call to masquerade as any number he wants, including local numbers, close to that of the called number. This technique tries to add trust to the originating call, to pass the automated response of people (not answering calls that look somewhat fishy).
You’d think that by 2019 this wouldn’t be such a simple thing to do (zero trust anyone?), but it is. So much so that the standards suggested – SHAKEN/STIR – a cryptographic authentication of caller IDs. As explained by the FCC on combating spoofing:
This means that calls traveling through interconnected phone networks would have their caller ID “signed” as legitimate by originating carriers and validated by other carriers before reaching consumers. SHAKEN/STIR digitally validates the handoff of phone calls passing through the complex web of networks, allowing the phone company of the consumer receiving the call to verify that a call is from the person making it.
For the FCC and carriers such a solution makes a lot of sense:
In the US, AT&T, T-Mobile and Comcast have started implementing SHAKEN/STIR (PDF). I didn’t find much information about other carriers around the globe.
Here are a few challenges with this approach:
These challenges means that until we see value in this initiative, we will be well into 2025 or something similar.The “go it alone” carriers
There are instances where carriers are going it alone, trying to solve spam on their own.
The notable example here is Verizon, offering free and paid call filtering services, targeted at robocalling. They are now pre-enable it on Android phones.
Frankly? This approach is again within the realm of carriers-DNA. From Verizon’s website:
Verizon isn’t alone in this approach. Other carriers are offering similar solutions as well.
My challenge here? I’ve never seen a carrier app on mobile that works well. They always seem and feel half baked.There’s an app for that
And a lot more than a single app.
Since our smartphones allow for apps, there are those who created apps that allow blocking incoming calls based on who the caller is. The intent is to be able to block robocalls/spam from coming in. Which is great.
The challenges are?
Mobile operating systems allow some semblance of control that is/can be given to the user.
If you are using Google’s phone application on your Android device, then you can use Android’s caller ID & spam protection.
This relies on Google to decide if an incoming call is suspect of spam or not (more on that later), and be able to simply block it. Users also have the ability to mark calls as spam, which I am sure Google then uses as crowdsourced information as well.
Why this approach by Google? Google is a data-first company, so any challenge gets first solved using data.
Apple, on the other hand, decided to not look or rely on their users’ data. What they did was add a simple rule in iOS 13 to silence unknown callers. This will just not ring your phone if the caller ID isn’t found in your address book. While a nice feature, this doesn’t really scale and the result is too aggressive.
Why can Apple take this route? To get more businesses into its Apple Business Chat solution – effectively enticing businesses to communicate with iPhone users via Apple, and getting them into the user’s address book.Google: AI
There’s one more thing Google is now doing for their new Pixel phones, called Call Screen.
Call Screen is a kind of a virtual assistant or a voicebot that “lives” in your phone. It can answer calls on your behalf, transcribing and checking on your behalf who is calling and why. You will then be continue interacting with the caller via menu buttons on the screen, instead of actually talking to him.
Why this approach?
It does what only Google can do. Run speech to text as well as text to speech on device, in real time, and do that with an accuracy that is good enough.
The funny thing is that it gets robocalls interacting with voicebots. I wonder if this is communications or can we start talking here about the M2M (machine to machine) market instead…
The problems? You still need to man-handle all these spam calls. Would be better if we could just make them go away to begin with. Oh… and it is available only on Pixel phones for now.Twilio: Programmable Identification
The idea here is to create a kind of a marketplace where Twilio customers add metadata to their outgoing calls to users – like who is calling and the reason for the call. And then that data gets picked up by caller id apps and shown to the users when that call rings on their smartphone.
This is a nice thing, but it does have its own set of challenges:
That said, if Twilio can pull it off, it will secure its lead even further in the CPaaS market.Is all robocalling spam?
A lot of it is transactional.
I get a call every 6 months from the dentist. An automated reminder a day before a visit. If I don’t answer it and press “1”, it tries to hunt me down. Never checked what happens to my appointment if it fails to do so.
That term digital transformation is old by now, but the transition we are going through towards digitizing and automating interactions between businesses and users is a real one, and it is a growing trend. The purpose of it isn’t just to deflect incoming calls and communications so customers don’t bother “us businesses”. The purpose is to genuinely improve the customer experience and to do so at scale, while relying less on human agents (or at least not relying on them in the boring and the trivial).
Then how do we filter out these spam calls from the automated transactional ones that we really want to receive?
Today, it seems, there are two main solutions:
Not a good solution in sight yet.Back to lightbulbs
I started with lightbulbs so better finish with that. Especially since there’s no aha-moment here for us, or a great lightbulb idea to work with when it comes to spam calls.
So… How many board meetings does it take to get a light bulb changed? (or to fight spam calls)
This topic was resumed from last week’s discussion, but is incomplete pending resolution of some action items. It will be continued next week. Meanwhile . . .
The post How different companies (and industries) are trying to fight spam calls appeared first on BlogGeek.me.
Resistance is futile when it comes to AI in communications. Are you going to get there on your own or dragged there?
I’ve worked with Chad Hart last year on a unique report that covers AI in RTC. Since then, we’ve seen the trends we’ve analyzed in the report strengthen and take shape. Why did we start on that route? Because of an understanding that the use of machine learning and artificial intelligence will be part and parcel of the communications industry – simply because it is now penetrating all industries. The difference here, though, is that with communications this isn’t just about finding churn or optimizing workflows – it is about looking at the data itself – the communications – in real time.
One of the things we looked at and debated at length was how communication vendors are going to integrate AI into their own products. Are they going to have that done in house? Will they outsource that part? If they outsource, would that be outsourcing everything or just certain parts? Will they be using cloud based AI APIs for that. And if they do, would they go for Amazon, Google, Microsoft and/or IBM. Or would they rather go for smaller, more specialized vendors?
The answers were all over the place, and the main challenge was deciding how the future would look like. Me? I thought and still think, that a lot of that technology and experience must come in-house for vendors who want to keep an edge and a competitive advantage.
You can’t use third parties for a technology like AI and assume you will gain differentiation.
Why? Because everyone else will be doing the same.
A year ago, almost everyone we spoke to said they were experimenting or rolling out call summaries on recorded calls. How were they implementing that? By using Voicera (turned Voicea and acquired by Cisco. More on that later).
When Google introduced their Contact Center AI, everyone and his uncle partnered with them for the announcement.
How does that assist in differentiation? I don’t know.
During August, two interesting acquisition announcements took place on the exact same day:
Both acquisitions are in the communication space. Both acquisitions are around NLP/NLU capabilities (natural language processing and understanding).
Looking for better understanding of the AI space in communications? Check out the overview of our AI in RTC report
Voicea does two things:
The transcription part is usually referred to ASR (Automatic Speech Recognition) or NLP (Natural Language Processing). Dumbing it down a bit, this is speech to text capabilities.
The second part is about NLU (Natural Language Understanding). The “AI” or “assistant” is capable of reviewing what is said (usually on the textual level) and deducing from that what it means. In the case of Voicea and their EVA product, this is about the creation of meeting summaries and action items taking.
In many ways, this is similar to Dialpad’s acquisition of TalkIQ a year earlier.
Where do these two differ?
From the press release, it seems that Cisco intends to wrap Voicea into WebEx, with a focus on collaboration. This means help facilitate meetings and conversations within an enterprise. As Amy Chang, SVP & GM, Cisco Collaboration states in the press release:
“Voicea’s true market leading technology will be a game changer for our Webex customers to experience more productive and actionable meetings”
Cisco’s approach stems from their focus on what they call “cognitive collaboration”. I am sure Voicea will find its way into the sales calls that Cisco enables for its customers, but first priority seems to be collaboration.
Dialpad focused on getting TalkIQ into its contact center offering, creating AI assistant to sales people and adding it to the unified communication offering that they have. In the acquisition press release, the initial capabilities mentioned are real-time call transcription, smart notes, real-time sentiment analysis for call center and real-time coaching.
Cisco decided to bring in-house the competency of NLP and NLU. It isn’t the first AI technology that Cisco is acquiring. It makes me wonder if they’ll keep the Voicea team independent, fold them under WebEx or wrap them into an AI team they already have (probably through a past acquisition).Vonage & Over.ai
Vonage acquisition of Over.ai may seem somewhat similar to the Cisco acquisition of Voicea at first glance. Both acquired an NLP/NLU startup. Both plan on wrapping the tech into their communications offerings. Both acquired an AI team in a location close to one of their existing offices. But that’s where things start to look somewhat different.
Over.ai is focused more on voicebots that it is on just speech analytics. As such, it doesn’t seek to glean meaning, converting it into summaries and action items. It is geared towards understanding intents and “holding” a conversation between a human and a bot.
This requires knowledge and competencies in speech to text, text to speech, intent recognition and building something akin to Google’s Dialogflow (and the application logic on top of it).
What can Vonage do with such technology? Here are some initial thoughts and ideas:
That last one is the most interesting.
The main challenge vendors have today with AI is finding experienced developers. Or more accurately, experienced employees. In this acquisition, Vonage got itself a complete team with expertise around communication related AI. this includes developers, testers, product managers, sales and marketing – the whole shebang. While we tend to focus on developers and their experience, AI has proven as a technology that needs all these added functions to be experienced in it as well.
This gives Vonage a nice head start in this, where others need to build such capabilities in house, or acquire them elsewhere (as Vonage did).Communications + AI = Future
Dialpad has a really nice explanation of today’s state of AI in communications:
It is hard as hell and requires lots of customizations, so you can mostly use it at scale.
I believe that the interesting use cases are still ahead of us. And that many of them would require cracking the scaling issue – how to be able to deploy AI algorithms and models that can work well for small businesses and not only at the largest ones where customization and fine tuning is part of the process.
Looking for better understanding of the AI space in communications? Check out the overview of our AI in RTC report
While this is a non-story, it does raise an interesting conversation about security, privacy and the tension between them.
This one’s going to be philosophical. Might be due to my birthday and old age. Feel free to skip or join me on this somewhat different journey of an article…
A month ago, an article on Forbes, started a storm in a teacup. The article discussed a Facebook plan to thwart encryption in WhatsApp by adding client side moderation of sorts:
“In Facebook’s vision, the actual end-to-end encryption client itself such as WhatsApp will include embedded content moderation and blacklist filtering algorithms. These algorithms will be continually updated from a central cloud service, but will run locally on the user’s device, scanning each cleartext message before it is sent and each encrypted message after it is decrypted.”
A few days later, Facebook disputed these as something they’d never do.
As I was working at the time on security related product requirements for one of my clients, this story has stuck with me, especially bringing home the challenge and the difference between security and privacy – in most enterprise scenarios – you just can’t have them both.
I’d like to raise here a few of my thoughts on this subject, and also look at some of the differences between individuals, businesses and governments. This will also mix with the fact that I am a father of two children at ages 9 and 12 who both use WhatsApp on their smartphones regularly (that’s the norm here in Israel – if I could, I’d wait with smartphones for them a bit longer).
Trying to understand security in WebRTC? Here’s a developer’s checklist you should follow:
Download the WebRTC security checklistProtecting our privacy
There’s an expectation here that whatever we do online will stay private, similarly to how things work in the real world.
It sounds great, but what exactly is privacy anyway? And how do we translate it to our daily lives without technology?
Without technology, conversations were transient, they never stored in any way, so people who talked to friends never really had the recording of that conversation either. They had no transcript either. And if we’re talking about technology, do we include the written word as part of a technology advancement or is that a pre-tech thing?
Today though, I can search and find a conversation with my daughter’s teacher from 5 years ago on WhatsApp. Is that a breach of the privacy of the teacher?
I don’t know the answers, and I am not advocating against privacy.
At the very least, I believe in encryption everywhere and in the concepts behind zero trust (ie – not trusting machines in your own network). Is that privacy? Or security?
The challenge with privacy – the idea that the things we do in private stay private – is when you try and mix it with security.Securing our society
I live in a country which seems to be at constant war with its neighboring countries and with the many who want to harm it and its citizens.
When going to a shopping mall, I am used to having my bags scanned and my privacy breached. Why? Because in the context of where I live – it saves lives. In order to maintain security, some privileges around privacy cannot be maintained.
The challenge here is when do we breach privacy too much in the name of security. How far is too far?
Taking all this online makes things even more challenging. Can governments rely on the ability to “spy” on its own citizens in the name of security? Are there things that are better be spied on to make sure people don’t die? How far is too far?
Our society today values the lives of people so much. Is the life of a single person saved worth being able to spy on everyone?
Then there’s the bigger issue of corporations being multinational and social networks being global – who is securing society here? The corporations or the countries? Should corporations and social networks secure people against their governments or vice versa?Securing our children
This one is where things get really tricky.
I’ve got kids. They’re small. I am in charge of them.
I’d like that whatever they do online will be private and ephemeral in its nature. Stupid stuff they do today shouldn’t haunt them as grownups. Good luck with that request…
On the other hand, how much privacy should they be allowed on social networks and on the Internet?
Should I be spying on them? Should I be able to filter content? Should I be alerted about questionable content that they get exposed to or are exposing themselves?
If anything, do my kids have the same privacy we so much value for ourselves against me being able to educate them on what’s out there lurking in the shadows of the internet?
There are different apps to help parents with that. Most of them are quite invasive. I decided to go with something rather lightweight here but I can’t say it lets me sleep well at night. Nothing really does when you have kids.Securing our business
If you are a business owner, you somehow need to do what your employees do on your behalf. This affects how customers look and value your brand, so the privacy of your employees… well…
If a customer complains about a transaction, you’d like to go back and figure out the history of the interactions with that customer. If you’re in an industry that has strict rules and regulations, you might be forced by law to make a record of your employees’ interactions anyways.
How does that compare to the requirement for privacy? How does that fit with the march towards end-to-end encryption where the service provider himself (=you) can’t look at the interactions?
On one hand, you want and need encryption and security, on the other hand, this might not go hand in hand with securing the privacy of an individual employee. What works for consumers may not work in enterprise scenarios.Our age of automation
Then there’s automation and machine learning and artificial intelligence.
As businesses, we want to automate as much of what we do in order to scale faster, better and at a lower price point.
As consumers, we want easier lives with less “steps” to make and remember. We’ve shifted from physical buttons on TVs to remote controls to voice control and content recommendations. At some point, these steps involve smarts and optimization that can only be obtained by looking at large collections of data across users.
In other words, we’re at a point in time that much of the next level of automation can only be introduced by collecting data, which in turn means breaching privacy.
Here are a few recent examples for all the great voice interfaces that are cropping around:
Here’s the funny bit – it doesn’t really seem like there’s anyone we can trust, while we need to trust everyone.
As an employee, I need to trust my employer. At least to some extent.
As a citizen, I need to trust my government. Especially in democracies, where I choose that government along with my fellow citizens. At least to some extent.
As a user of “apps”, I need to trust the apps I use. At least to some extent.
And yet, none of these organizations have shown that they should be trusted too much.
So in Blockchain we trust?
I beg to differ, at least today, with all the data and security breaches, along with other scandals around it. I can’t see this as a trusting environment.Can we have both privacy and security?
Companies are looking for ways to bridge between the two alternatives.
It is interesting to see how Apple and Google each takes a side. Apple vying towards privacy more than Google while Google trying to use security and math to be able to offer some extent of privacy while maintaining its machine learning advantage and ability to serve ads.
Then there are cloud-based end-to-end encryption solutions for enterprises where the privacy is maintained by letting the enterprise hold the keys to its messaging kingdom and not letting the cloud provider have a peak. Cisco Webex for example does a good job here, going as far as giving granular controls also on where end-to-end encryption works on an individual or a group level.
Today though, we still don’t have a good solution that can offer both privacy and security and work well at all the levels we expect it to. I am not sure if we ever will have.Why Facebook’s idea isn’t farfetched?
While Facebook said this isn’t even planned, the solution makes sense on many levels.
What are the challenges Facebook has with messaging?
To do all this, Facebook needs to be able to access the messages, read them, decide what to do about them, but not do it on its own servers so they aren’t “exposed” to the actual content and data of the user. Which is exactly what this no-news item was all about. Lets go back to the original quote from the Forbes piece:
“In Facebook’s vision, the actual end-to-end encryption client itself such as WhatsApp will include embedded content moderation and blacklist filtering algorithms. These algorithms will be continually updated from a central cloud service, but will run locally on the user’s device, scanning each cleartext message before it is sent and each encrypted message after it is decrypted.”
will include embedded content moderation and blacklist filtering algorithms – there will be a piece of code running on the mobile device of the user reading the messages. Here’s the news for you – there already is. That piece of code is the one sending the messages or receiving them. It is now going to be somewhat smarter though and look at the content itself, for various purposes – “content moderation” and “blacklist filtering”. → I definitely don’t want Facebook to do this for my content, but I really do want them to do it for my kids’ content and report back to me
these algorithms will be continually updated from a central cloud service – they already are. We call this software updates. Each release of an app gives us more features (or bug fixes). With machine learning, which these algorithms are doing, there’s a need to tweak and tune the model continually to keep it relevant. Makes perfect sense that this is needed.
will run locally on the user’s device – the content itself isn’t going to be stored in the cloud by Facebook. At least not in a way they can read and share directly. Which is what end-to-end encryption is all about.
This immediately reminded me of someone else who is doing that and offering it as an API. Google Smart Reply:
The Smart Reply model generates reply suggestions based on the full context of a conversation, and not just a single message, resulting in suggestions that are more helpful to your users. It detects the language of the conversation and only attempts to provide responses when the language is determined to be English. The model also compares the messages against a list of sensitive topics and won’t provide suggestions when it detects a sensitive topic.
It runs on device, reads all messages in cleartext. Applies algorithms and determines what to do next offering it as reply suggestions. All running on device, without interacting with the cloud.
To get to this level though, Google had to look and read a lot of messages and build a model for the algorithms it uses.
Figuring security and/or privacy in modern applications and services isn’t easy. It comes with a lot of tradeoffs that need to be taken throughout the whole process – from requirements to deployment.
Trying to understand security in WebRTC? Here’s a developer’s checklist you should follow:
Download the WebRTC security checklist
The post Facebook eavesdropping Whatsapp? The everlasting tension between security and privacy appeared first on BlogGeek.me.
Twilio Signal 2019 was all about contact centers and legendary customer engagement. And then some.
This one is going to be long. There’s just a lot of ground to cover…
Twilio Signal is the biggest event of the programmable communications industry. I had the opportunity to join the first one and have been covering these events ever since – mostly remotely but also in person. This time, I had to do it remotely
I took the time last week to sit down for the two hours needed to watch the first day’s keynote and a few more hours thinking and reading about the event everywhere I could.
If you haven’t seen the event already, but CPaaS and programmable communications is of interest to you, then I warmly suggest you take the time to sit down and view the keynote:
From here on, I’ll try to explain my thoughts about the keynote and the new announcements in it.The main theme?
Seriously. Jeff Lawson, CEO and co-founder of Twilio, and other Twilions brought on stage made certain they mention that number 160,000.
I’ll have more on numbers later, but this is something that Jeff and Twilio really wanted you to remember. That they are the biggest and baddest vendor offering programmable communications.
The real theme though was Legendary Customer Engagement:
It came up some 35 minutes into the event and set the pace for many of the scope, context and announcements that Twilio wanted to make at Signal.
“Legendary Customer Engagement” translates into a focus is on contact center use cases in 2019. Or is it the other way around?
Anyways, here’s what Twilio had in store for us in the keynote:
If you ask me, Flex dictated that focus. SendGrid gave it the marketing tint it was missing, but seemed it was there mostly as lip service. More on that later.Topics covered
In the two hours of the keynote, Twilio tried to cover a lot of territory. A lot is going on for Twilio in a year to be able to cover it all. My coverage will be based on these announcements more than on the actual flow and topics dictated by the keynote. I’ll keep most of the coverage in the order that it was presented at the keynote.Twilio by the numbers
This year, Twilio took the Moscone Center in San Francisco, the largest conferences building in town, to be able to fit all the visitors it wanted to cater for. I am assuming that meant doubling the number of visitors than the previous year.
Two main numbers were important to Twilio: Developers and Customers
That said, I’ll start in the reverse order of what Jeff shared… putting it in the order of interest to me.Other Numbers
Here’s what got shared later on during the metrics section of the keynote:
Twilio. Is. Big
But big where? And in what way?
Twilio were interested in showing peak traffic and not traffic totals.
What does 750B human interactions mean exactly?
We got the calls per minute at peak or maximum – a really impressive stat, but what’s the average? How about calls per day or month or year? And while we’re at it, how many of these calls are short or long? What’s the average call length on the Twilio platform?
Peak SMS is nice, but again, where are we with average? With total? The number shows the ability to scale more than actual scale.
Phone numbers and email addresses show touch points, but less amount of traffic. That part was definitely missing from the numbers. I wonder why.160,000 Customers
That’s the number of companies that use Twilio. How many of them actively use it and how many “forgot” a number they acquired and happen to pay a dollar a month out of credits on Twilio? I don’t know. But that’s a really big number.
I wonder how many of these are above $100/month customers. How many are really large customers. These would be the relevant/interesting ones.6 Million Developers
Jeff started strong, revealing the number of developers using Twilio are 6 million. More accurately, though, this would be registered accounts. I have 2-3 accounts on the Twilio platform myself.
As big as this number is, it isn’t interesting. Not really.
When you look at mature platforms, they stop talking about registrations and start talking about engagement. That’s why most messaging platforms switched to revealing their Monthly Active Users (MAU), some going as far as daily active users. The idea being that people don’t care how many people are on the platform but rather how many are actively using it.
Twilio can definitely do the same today, and change the way CPaaS vendors flaunt their growth – I’d be surprised if anyone comes near to their size today.
Why? 160,000 customersEnterprise Compliance
As Twilio is moving toward the enterprise for a few years now, they have been beefing up security, adding an enterprise plan, user roles, etc.
What comes next is compliance.
The part that Jeff Lawson mentioned and wanted to share was support for HIPAA compliance across Twilio’s product lines. This is coming in 2020, and will probably start with one or two products and spread from there to the rest, based on their own internal roadmap.
For those who aren’t aware of it, HIPAA is the regulation put in place in the US for patient privacy. Every and all vendors who wish to offer communication in this space must be HIPAA compliant, and to do so, if they are using a third party like Twilio or other CPaaS vendors, they need them to sign something known as BAA (Business Associate Agreement). Up until now, it wasn’t easy to get a BAA from Twilio, now it will be possible.
This announcement was kind of an aside in the keynote, done to get it out and into the open publicly on stage. It is a really important topic just not as glamorous as the rest. It wasn’t picked up by many who were covering the event. Searching Google for Twilio HIPAA gives results from 2017 but not anything from the keynote…Twilio CLI
Twilio CLI is a command line interface to the Twilio API. Much like the Nexmo CLI or even WordPress CLI, it offers easy access for scripting scenarios without the need to “really code”. Here’s the Twilio CLI announcement.
This is a long overdue addition to Twilio. What sweetens the wait though is what this implementation includes out of the box:
In order to show off the power of the CLI, they even created a kind of an online competition to make a point about it. You can watch it at the 24:30 mark in the keynote.
All in all, this is the only announcement around the Twilio developer tools, but definitely an important addition.SendGrid
Up until that point at the keynote, Jeff was setting the stage. He got a few things out of the way – explained that Twilio is big by sharing numbers, shared Twilio’s diversity goals and progress, and announced Twilio CLI (because it didn’t fit in the overall theme of the event, but was hugely important to share on stage).
While getting to the communication part of it, and Twilio’s key points for 2019 and on, they had to say something about SendGrid. This was a big acquisition that was announced last year, and the intent was to show progress and cohesion.
Here’s how things went for this 20 minutes session:
Sameer Dholakia, the CEO of Twilio SendGrid came on stage. He spent most of the time explaining SendGrid, why email is important, and why this needs to be relegated to SaaS vendors.
Two things about SendGrid:
That means a perfect match for Twilio.
The explanation given wasn’t really necessary for those used to using email APIs (which may seem like an obvious requirement to many developers). It was meant for the people in the room – Twilio customers – communications people who understand SMS and voice but are somewhat less conversant in the need and importance of email. Remember – most CPaaS vendors are used to explaining why carrier relations is complicated, but probably feel like sending emails should be way simpler.
Why spend all that time about SendGrid and emails? To increase the use of SendGrid by existing Twilio customers.
Sameer shared 3 new features/capabilities that SendGrid rolled out, none of them in too many words:
All these are targeted towards marketing activities and less towards communications.
The time spent on sharing these new features? 3 minutes. Not nearly enough to grok.
10 minutes into SendGrid, the discussion came back to Twilo. And SendGrid.
The intent was to show how Twilio+SendGrid = more. This makes perfect sense, especially when shifting towards a world of multiple channels and when that world is what Twilio is pitching at Signal. It wasn’t explained in such a way, or integrated as much at this point. A kind of a missed opportunity.
It was done by sharing live code of how you can add email sending via SendGrid within an application that uses Twilio for SMS communications. It was nice. I hope Twilio will have better integration and surprises for 2020 on the Twilio+SendGrid storyline.Twilio Flex
Dave Michels said it quite well: “Flex was a major theme of Signal 2019, and I anticipate it will be an even bigger theme at Signal 2020.”
Flex had 3 parts to it in the keynote:
While the product is great from a concept point of view (and I am sure from an implementation point of view as well – never really used it myself), I think the delivery during the keynote could have been improved a bit.1. Why is Flex so great
Here’s what Jeff said during the keynote about Flex:
“A year ago, if you’ve had told me that the legacy vendors in the space would have even heard of Flex I would have thought you were crazy. Let alone buying up all the ads around Moscone for Signal this year. I mean, isn’t that crazy? But you know what? I think they are afraid. I think they are afraid of what happens when we unleash the creative ability of millions of software developers to innovate in the contact center.”
Next, it went into positioning of Flex within the industry:
First, came the legacy vendors, who were positioned as:
All true by the way.
Then came the turn of cloud contact centers in SaaS models, said to be 15% of the market now. These are “neither scalable nor flexible in the way we need […] not built for continuous improvement”.
True or not, that’s Twilio’s stance now, and it seems like they’re competing head to head with their cloud contact center customers – more verbally than last year.
For me, Flex is a great product – it shows that future enterprise products must be programmable products, ushering a new era of programmable enterprise. But that’s for some future article.
Two numbers were given for Flex:
Both are somewhat meaningless without context, and there isn’t none as this product is just too new in the market.2. What have we done new in Flex since last time?
There’s more work and focus on customer acquisition in Flex than in other products of Twilio.
We will probably see more of that in 2020 and 2021 – the same way that Amazon Connect is now winning a lot more deals and going into a lot more deployments than we’ve seen when it launched. It takes time for these products to really get adopted and integrated.
What did get into the announcements here, probably to give it some tint of progress, were the following:
I think Flex is now in the grueling part of getting from an MVP towards a version 1.0 that Twilio can be proud of. Once there, Twilio will definitely open the back burners and start showing a lot more product specific progress in Flex itself.3. Here’s how flexible Flex is
That was given to software engineer in the Flex team (I couldn’t catch her name and didn’t find her as a speaker in other sessions at Signal, so sorry about that).
She showed a few ways in which Flex can easily be extended, adding some custom features to it. It was an eye opener to the speed at which you can modify a deployed contact center and improve it, but I am not sure how well that was conveyed to the audience.
I think Twilio has to experiment here a bit further on how to make that into a wow moment.Media Streams API
Media Streams API is the generic approach CPaaS vendors can offer (and already offer) ML (Machine Learning) to their customers.
With AI and ML you never truly know what a customer would like to use or how:
The approach here is to be able to interfere within an ongoing session, collecting the media out of the session and sending it towards a machine learning algorithm for classification. That can be used to handle things like speech to text, sentiment analysis, recognition, etc.
The easiest way to integrate such a thing today? By shipping that media over a websocket towards a cloud service. Other CPaaS vendors are doing this already. Twilio has added that capability now.
Out of the box? Amazon Lex and Google speech to text engines are provided via websocket interface. This means that there’s a bit of integration work on the developer’s end to get them to work, but it also means it is a kind of an open interface that can be fit (with some effort) to virtually anything.
Gridspace was added as an exclusive launch partner with a direct integration, making it simpler to use than others. Twilio promises this will change with more partners added into the roster, which stands to reason.
I am assuming this will come to Programmable Video at some point in the future (to analyze the voice channel only but also to analyze video).
This got a really small portion of the keynote this year.The most revealing slides about messaging
I found the following two slides the most interesting in all the keynote at Signal 2019.
In the above, Jeff indicates the reply rate Twilio customers see with the Twilio API for WhatsApp.
To me, this means the following:
The second slide was revealing about how Twilio sees things:
This was given as context to unveiling Twilio Conversations.
Here, Jeff tried to explain what is driving these programmable conversations. He did it left-to-right.Messaging Apps
The ones mentioned were Apple Business Chat, WhatsApp and Facebook Messenger.
Somehow, Telegram, Instagram, Twitter, Viber, WeChat and all the others were ignored. Why? Because the top 3 are probably over a billion users each. They are the biggest ones. And also the ones easiest for Twilio to reach (being predominantly a US West coast company).
One I found even more interesting here is the reference to Apple Business Chat – they haven’t allowed any of the CPaaS vendors to date access to their API. Up until now, Apple’s focus with it was on chat widgets and contact center type applications. Does this give us any indication about a possible announcement in the future of Twilio as the first CPaaS vendor with Apple Business Chat? Or maybe of Apple opening up to more CPaaS vendors and Twilio being just one of them.
The other thing that caught my attention came later, when Twilio Conversations was unveiled. It doesn’t yet include support for Facebook Messenger. For social, there’s only WhatsApp. For now.
One alternative here is that Twilio is banking on Facebook merging Facebook Messenger and WhatsApp infrastructure to a point where support for WhatsApp only would win. Or simply because they saw more traction to their Twilio API for WhatsApp than they did for their support of Facebook Messenger so this got prioritized for Twilio Conversations.
In any case, the coming year or two is going to be limited in the number of social channels that Twilio will be focusing on.Carriers
For some reason, the slide includes RCS and 5G. I am not sure why 5G is there, besides trying to make the slide more appealing to the eye. Jeff might even agree with me, as he made no mention of 5G – on this slide or on any other part of the keynote.
RCS? That’s the carriers’ replacement for SMS. It has been promised in the last 20 years and with Google’s own adoption of it, it is getting more attention. Will it be deployed? I don’t know. Right now, the prospects aren’t that good.
Twilio isn’t alone here. Many CPaaS vendors made and are making announcements around RCS support.
Going back to my thoughts around WhatsApp and social, time will tell of enterprises will use RCS to “spam” customers with notifications and marketing or if they will truly try to use it for conversations. If the former happens, then conversations are better off done via social messaging platforms, leaving RCS to be the enterprise “notifications center” that SMS is today.Data
For Data, Jeff had AI (Artificial Intelligence). Twilio decided to go for the marketing term as opposed to the technical term (ML for Machine Learning). Makes sense. For non-technical people, they are one and the same and AI just sounds way better.
ML is happening in communications. Got a whole report around AI in RTC on that written with Chad Hart if you’re interested.
This in the context of conversations is what will allow us to optimize and scale.Twilio Conversations
Twilio Conversations was revealed as the last part of the keynote at Twilio Signal.
It is a shame that at this point, the main stage screen started fidgeting. It probably couldn’t wait to see what Twilio Conversations is about
After a long setup and explanation of how the world is headed towards multiple channels, how customers expect to be treated better, how enterprises who make an effort to strike conversations win, and how legendary customer experiences is what we should strive for, came Twilio Conversations.
This is a messaging component that handles conversations across multiple channels. Dumbing things down a bit, this is Twilio Programmable Chat does across channels and with history storage.
What does that mean?
It means that on the business side, users can use a single interface on their mobile device or in a browser to interact with customers. And that customers can use different channels to interact with the business. And all this is done as a conversation.
The result? A party.
The demo that Twilio put in place explains that conversations are messy and ever changing, and something that can assist there is Twilio Conversations.
Here’s what you get with Twilio Conversations:
Here’s where it can be improved (probably in future releases if this gets adopted):
And here’s the announcement on the Twilio blog.
Interestingly, Twilio decided not to cover pricing for Twilio Conversations during the keynote. They usually mention that for new products, at least to some extent. Checking on their website, it seems like Twilio went for a mixture of MAU+Storage approach.
You pay per Monthly Active User (count the number of users who did “something” in the last month, multiply them with the price per user). And then you pay for the storage you have inside conversations per GB. I am assuming storage is there for images and videos but might be also for text. Not written there, but also a reasonable assumption, you pay for each channel interactions separately based on their price list.
An interesting (and reasonable) choice.
Is Conversations necessary? It probably is.
As we’re moving forward with the use of CPaaS and communication APIs, there’s a need to provide ever higher abstractions, giving developers more of the tooling they need and having them write less of that tooling.
With omnichannel being hammered as the next big thing for about a decade, such tooling makes sense.
Twilio isn’t the only vendor headed in this direction either. Nexmo has their own variant, called Nexmo Conversation, somewhat hidden within their developer documentation.
As more conversation revolves around “Twilio is competing with their customers” and “Twilio is expensive”, having new constructs like Twilio Conversations makes perfect sense. It is a usable tool for customers, not competing with their own products (at least for most customers) AND it is a lot more than just SMS and voice.
If Twilio Conversations becomes a popular product for Twilio, this places many of the other CPaaS vendors yet again on the hamster wheel, playing catch-up.Other announcements
There were other interesting announcements made by Twilio that weren’t introduced during the keynote itself.Verified by Twilio
This is a different product.
It wasn’t part of the first day keynote, and all I could find is the post about it on Twilio’s blog, the press release and rehash of these two elsewhere. Not much on the product page besides an invitation to the beta program.
Here’s the problem: spam in calls. Lots of it. Most calls probably. Which is why people stopped answering their phone.
Everyone’s trying to solve that problem, each with his own concept – which I find really interesting. How the solutions proposed fit well into the DNA and thought processes of each company. This though, is for another, future article.
Twilio Verify connects between businesses who want their calls to pass through the noise of spam calls, customers who do not want to be bothered with spam and call identification apps. The deal is this one:
It just needs most users to install these apps on their phones and businesses to use this new API.
Is that going to be opened to Twilio’s competitors? To the carriers themselves? Would this be adopted by Apple and Google?
Lots of questions. Great initiative.
More on the whole spam solutions space in September.Missing at Twilio Signal 2019 keynote
A two hour keynote session is long. Twilio had to pick and choose what to talk about and what to leave aside. A few things that were left aside reveal what interests Twilio, or at least what they want to interest us with.
Here are 4 things that didn’t make it to the keynote that I felt were missing.1. “Architecture” diagram
Every year, Jeff has shared the architecture view of the Twilio products portfolio. It was a fascinating view as to how Twilio sees its mix of products and how it thinks they fit into a customer’s thought processes.
I don’t recall if there was such a bird’s eye view for Signal 2018, but there definitely wasn’t for 2019.
Where is Twilio Conversations located compared to Authy and Notify? What about the new Media Streams APIs? How does Twilio rationalize SendGrid or simply email into the mix and within its ever-growing set of products?
If you head to the Twilio products page, you get this categorization:
Nothing on that page is visual. Just a long list of products. It is workable if you know Twilio, but feels somewhat hard for newcomers.
A few interesting things here:
I think not speaking about these layers and how Twilio sees the world of communication APIs in a layered structure in their yearly keynote is a missed opportunity.2. Video
No video. Nothing.
It wasn’t mentioned at all.
Was it because it isn’t a money maker?
Was it because there was nothing new to say about it?
Was it because the progress made wasn’t important enough to fit in the keynote?3. Voice
This one’s interesting.
Thinking back at the keynote, there was nothing substantial in it about voice calls. Sure, it was somehow covered as part of the Twilio CLI and Flex, but nothing more.
I am guessing that support for voice is a done deal, so no real need to say anything new about it during the keynote itself.
Closest thing to coverage at Twilio Signal 2019 around voice was the new Media Streams API and even that wasn’t covered much.4. IOT
The Twilio SIM card and its M2M play wasn’t part of Signal.
The focus was Flex and human interactions. Not bots-to-bots or machines-to-machines.
I am wondering what progress and announcements could have been made.Where is CPaaS headed?
CPaaS is complicated these days.
SMS and voice? Sure.
But is SMS and voice mandatory? Some think it is, and place the whole focus on that part.
Is video part of CPaaS? What about only video?
WhatsApp support? Other channels?
What makes a CPaaS platform well… CPaaS?
For me, it is being generic, appealing to developers and handling real time interactions (be it text, voice, video or whatever). And it also needs to somehow deal with communications between humans.
We’re at a point where CPaaS is appealing. Both for enterprises who need to improve their communications and to new entrants to the CPaaS market – either as vendors, enablers, partners, or whatnot. There’s an ecosystem building in the CPaaS space for a few years now.
Twilio is somehow managing to stay ahead of most vendors in both breadth and depth of their offering which is not an easy task.Trying to figure out CPaaS?
Ping me if you want answers to any of these questions for a private consultation.
The post Twilio Signal 2019 and the future of the programmable enterprise appeared first on BlogGeek.me.
WebRTC can be hacked-away with great results. Often though, this leads to sub-par experiences.
WebRTC as a VoIP technology is the best thing ever. It “democratizes” this whole domain, taking it from the hands of experts into the hands of the masses of developers out there. Slapping a bit of code and seeing real time video is magical. And we’re now starting to add it to more and more businesses using web technology.
While this all seems easy now (and it is a lot easier than it used to be before WebRTC), there are a few mistakes that many beginners make in WebRTC. And to be honest, these mistakes are not only made by beginners. That is why I am sharing a couple of common (beginner) mistakes in WebRTC that I’ve seen for a couple of years now.1. Using an outdated signaling server (from github)
This happens all too often. You start by wanting to build something, you search github, you pick a project, and with WebRTC – it just doesn’t work. It might for the simple scenario but it won’t handle edge cases, or scale nicely, or accomodate for the more complex thing you’re thinking about.
The truth is, that today, there’s no single, goodly, off the shelf, out of the box, readymade, pure goodness, open source, signaling server for WebRTC that you can use. Sorry.
There might be a few contenders, but I haven’t seen any specific project that everyone’s using (unlike TURN for example, where coturn definitely rulz). The sadder truth? SFUs offer better signaling than signaling servers with WebRTC (and almost always I’d suggest against using their signaling directly in front of your WebRTC client).2. Mis-configuring NAT traversal
This should have been trivial by now, but apparently it isn’t.
A few rules of thumb:
This is such a basic and common mistake that I even created a free video course for it: Effectively Connecting WebRTC Sessions.3. Testing locally
This one’s also basic.
Locally things tend to work well. Due to different network configuration, but also due to fairy dust that I am sure you sprinkle over your local router (I know I do every morning).
Once you go to the real world with real networks, things tend to break.
Test in the real world and not on your machine using 2 tabs, or being professional, from a Chrome tab to a Firefox tab.
The real world is messy and messy isn’t healthy for naive deployments.
Need help with automating that? Look at testRTC, but don’t neglect real world testing.4. Not using adapter.js
WebRTC is a great specification but it is rather new.
This means that:
And I haven’t even started about getting WebRTC browser implementations to be spec compliant with 1.0.
This all boils down to you having to work out a strategy in your code where all that if/then directives to deal with these differences takes place.
Guess which one I prefer?5. Forgetting to take care of security
Two reasons for you to forget about security:
Both reasons are won’t lead you to a good place. In 2019, security is coming to the front, especially with communications. You can ask Zoom about it, or go check what Google’s Project Zero did recently.
Want a good starting point? I’ve got a WebRTC security checklist for you.6. Assuming you can outsource it all
You can’t. Not really.
Need a design for a whitepaper? An article written? A WordPress website created? Find someone on Upwork, Fiverr or the slew of other websites out there and be done with it.
With WebRTC? Don’t even think about it.
WebRTC is ever-changing, which means that whatever you deploy today, you will need to maintain later. If you are outsourcing the work – some of it or all of it – assume this is going to be a long term relationship, and that for the most part, you may be able to outsource the development work but not the responsibility.
Going this route? Here are 6 things to ask yourself before hiring an outsourcing WebRTC vendor.7. Diving into the code before grokking WebRTC
No. WebRTC is much more complicated than that scenario above. There are a few different servers you’ll need to deploy and use, there’s geography sensitivity to consider, and lots of other things.
You need to understand WebRTC if you want to really use it properly. Even if all you’re doing is using a 3rd party.Don’t make these mistakes!
Be sure to review these to see if there’s anything you’re doin’ wrong:
The next evolution of my WebRTC training program is here.
A few years ago I wanted to try something new, so I spent a few months creating the Advanced WebRTC Architecture course. 3 years and 300 students later, it is time for a refresh.
While I keep my course up to date, hosting office hours, adding links on a monthly basis and modifying existing lessons when the need arise, there were things that I just never got around to. Which is why three months ago, I sat down and planned the next stage for my course – thinking of how to add more content but not implode the course and its price point due to it.
The end result?
4 separate courses, 3 courses available starting this month, and the fourth one? Once I am done creating it.
I’ve renamed them a bit, at least on the higher level, for simplicity, while keeping the Advanced WebRTC Architecture course mouthful-name inside the course itself (it made no sense to record it all again just for a “name-change”). Here is the new structure:
The WebRTC Basics course is something I’ve been thinking about on and off for quite some time. The content of this course are quite simple – it is the first module of my Advanced WebRTC Architecture course.
I even made that module free to access in my existing course in the past few months, though it is hard to tell how many people understood that it is free to access. For this reason, and a few others, I’ve decided to split it from the main course and offer it as a stand-alone free course.
Interested in learning the basics of WebRTC? You can just enroll to this new course today for free and watch the lessons at your own pace.Advanced WebRTC (Architecture course)
This is my signature WebRTC course. It got a facelift in this round:
If you are a student of this course already, login today and see if you can notice the difference
One thing that didn’t make it in the migration is your course progress… all in the name of… progressWebRTC Tooling – a brand new “course”
This one’s brand new and is geared to become a rich library of resources.
Today, it includes two modules:
In each of these modules there are already over 8 “lessons”, and I plan to grow the list on a monthly basis – especially by request/demand of the students who enroll to it.
For this week only, the All included course comes with the Tooling course for free (it is priced like the Advanced WebRTC course).Supporting WebRTC – coming soon
This is a new course I’ve been thinking of on and off in the last year. It seems like I am getting more and more requests for such a thing and in some of my consulting engagements I end up working directly with support teams on figuring out what they see in WebRTC dumps.
The intention of this course is to focus on support teams and what they need to know about WebRTC to effectively assist their customers.
This is in the ideation phase for me, but will soon go into creation phase. If you are interested to learn more or participate – contact me.All Included – a bundled offering
This is a bundle of the Advanced WebRTC and the WebRTC Tooling course into one package.
It costs less than enrolling to each separately. And for the coming week, it is priced like the Advanced WebRTC course. Which means large savings.
In the one week launch period, there are 3 eBooks that will be supplied for free as well. Which leads me to the next part –eBooks
While we’re at it, I’ve written a new eBook and made two other eBooks available for purchase:
During the coming week, through the launch period of the course, these eBooks will be freely available as part of the All Included bundle. If you’re not interested in the courses, but interested in one or all of the eBooks, you can purchase them separately.Q&A about this WebRTC course restructuring
I understand that this might confuse a bit, especially students who are already enrolled in the course. I’ll try to address these issues and other questions here –
What happens to those who enrolled in the WebRTC course in the last 12 months?
They get to enjoy the new tools available for them in the Advanced WebRTC course. If you are one of these people and you have difficulties logging in – contact me.
What if I enrolled more than 12 months ago?
Then your subscription to the course is over. If you still want access, contact me.
When is the next office hours round taking place?
After the summer vacation.
I plan on starting these come September.
When will this restructuring take place?
It already has.
The courses and eBooks are now all available on webrtccourse.com.
Where can I learn more about the WebRTC courses?
On the course website.
You can find there testimonials from people who took the course, an FAQ, the list of partners, the syllabus and other details.
If you have specific questions, feel free to reach out to me and ask them.
Connecting WebRTC sessions effectively isn’t overly complicated, but it is something you need to be mindful of.
Every other day someone asks somewhere over the internet why his sessions don’t get connected with WebRTC. This can happen on discuss-webrtc, through my contact page, on open source WebRTC related forums, etc. Here’s one that published on Stack Overflow this month:
I am working on video calling functionality using webRTC. I have used “Google webRTC” framework instead of libJingle.Once my peerconnection established it remains always in “RTCICEConnectionChecking” state.
I have few question.
1) Peerconnection state always remain in “RTCICEConnectionChecking”.
2) When network is different (3g/4g) video call is not working.
3) Same network it is working fine.
I have used many turn server but could not get success.
Please, suggest me ,thanks in advance.
The usual complaint?
WebRTC works fine on a local network, but stops working when trying to run it on other networks.
That’s so common you’d think people would know what to do with it by now.
That nice question has another angle to it – “I have used many turn server but could not get success”. Hmm… someone here feels WebRTC should be free.
If you haven’t read about it already, then please do – Why Doesn’t Google Provide a Free TURN Server? It turns out that TURN costs real money to operate. And at scale even serious money. Which is why finding “turn server” and “get success” is rather hard (and probably impossible for the long run).
This continuous unstoppable flow of similar questions in the past couple of years got me to the point when it was time to put out a nice answer to it. Which is why I created my latest video mini-course – a 3 short videos that will explain how we got to this ridiculous point: being unable to connect simple use cases with WebRTC.
In these videos, I’ll be teaching you the problem that is causing this to happen, what are the mistakes developers usually do when trying to solve that problem (think “used many turn server”), and then 2 actionable solutions for you that will guarantee that more WebRTC sessions will get connected.
Why am I doing this?
First because I like receiving emails from people saying “thank you“ (so if you’ll find this course useful – be sure to reply with a thank you note).
But also because another round of office hours will take place soon for my WebRTC course. For this one, I am making a lot of changes in the structure of my WebRTC course and creating almost 3 additional hours worth of content.
Want to know how to get more WebRTC sessions connected?
Learn how to effectively connect WebRTC sessions
The post WebRTC connectivity is challenging (a free video course) appeared first on BlogGeek.me.
It must have been a fun week for Zoom. It showed why WebRTC is needed if you value security.
For those who haven’t followed the tech news, a week ago a serious vulnerability was publicly disclosed about Zoom by Jonathan Leitschuh. If you have a Mac and installed Zoom to join a meeting, then people could use web pages and links to force your machine to open up your Zoom client and camera. To make things worse, uninstalling Zoom was… impossible. That same link would forcefully reinstall zoom as well.
I don’t want to get into the details of the question of how serious the actual vulnerability that was found is, but rather want to discuss what got Zoom there, and to some extent, why WebRTC is the better technical choice.What caused the Zoom vulnerability?
the road to hell is paved with good intentions.
When the Zoom app installs on your machine, it tries to integrate itself with the browser, in an effort to make it really quick to respond. The idea behind it is to reduce friction to the user.
An installation process is usually a multistep process these days:
Anything can go wrong in each step along the way – and when things can get wrong they usually do. At scale, this means a lot of frustration to users.
I’ve been at this game myself. Before the good days of WebRTC, when I worked at a video conferencing company, this was a real pain for us. My company at the time developed its own desktop client, as an app that gets downloaded as a browser plugin. Lots of issues and bugs in getting this installed properly and removing friction.
These days, you can’t install browser plugins, so you’re left with installing an app.
Zoom tried to do two things here:
That first thing? Everyone tries to do it these days. We’re in removing friction for users – remember?
The second one? That’s something that people consider outrageous. You uninstall the Zoom app, and if you open a web page with a link to a zoom meeting it will go about silently installing it in the background for the user. Why? Because there’s a “virus” left by the Zoom installation in your system. A web server that waits for commands and one of them is installing the Zoom client.
Here’s how joining a Zoom call looks on my Chrome browser in Linux:
The Zoom URL for joining a meeting opens the above window. Sometimes, it pops up a dialog and sometimes it doesn’t. When it doesn’t, you’re stuck on the page with either the need to “download & run Zoom” (which is weird, since it is already installed on my machine), “join from your browser” which we already know gives crappy quality or “click here”.
Since I am used to this weirdly broken behavior, I already know that I need to “click here”. This will bring about this lovely pop up:
This isn’t Zoom – it is Chrome opening a dialog of its own indicating that the browser page is trying to open a natively installed Linux application. It took me quite some time to decide to click that “Open xdg-open” button for these kinds of installed apps. For the most part, this is friction. Ugly friction at its best.
Does Google Chrome team cares? No. Why should they? Companies who want to take the experience out of the domain of the browser into native-land is something they’d prefer not to happen.
Does Zoom care? It does. Not on Linux apparently (otherwise, this page would have been way better in its explanation of what to do). But on Mac? It cares so much that it went above and beyond to reduce that friction, going as far as trying to hack its way around security measures set by the Safari team.Is the Zoom vulnerability really serious?
Maybe. Probably. I don’t know.
It was disclosed as a zero-day vulnerability, which is considered rather serious.
The original analysis of the vulnerability indicated quite a few avenues of attack:
Some of these issues have been patched by Zoom already, but the thing that remains here is the responsibility of developers in applications they write. We will get to it a bit later.
While I am no security expert, this got the attention of Apple, who decided to automate the process and simply remove the Zoom web server from all Mac machines remotely and be done with it. It was serious enough for Apple.Security is a game of cat and mouse
There are 3 main arm races going on in the internet these days:
Zoom fell for that 3rd one.
Assume that every application and service you use has security issues and unknown bugs that might be exploited. The many data breaches we’ve had in the last few years of companies large and small indicate that clearly. So does the ransom attacks on US cities.
Unified communications and video conferencing services are no different. As video use and popularity grows, so will the breaches and security exploits that will be found.
There were security breaches for these services before and there will be after. This isn’t the first or the last time we will be seeing this.
Could Zoom or any other company minimize its exposure? Sure.Zoom’s response
My friend Chris thinks Zoom handled this nicely, with Eric Yuan joining a video call with security hackers. I see it more as a PR stunt. One that ended up backfiring, or at least not helping Zoom’s case here.
The end result? This post from Zoom, signed by the CEO as the author. This one resonates here:
Our current escalation process clearly wasn’t good enough in this instance. We have taken steps to improve our process for receiving, escalating, and closing the loop on all future security-related concerns
At the end, this won’t reduce the amount of people using Zoom or even slow Zoom’s growth. Users like the service and are unlikely to switch. A few people might heed to John Gruber’s suggestion to “eradicate it and never install it again”, but I don’t see this happening en masse.
Zoom got scorched by the fire and I have a feeling they’ll be doing better than most in this space from now on.Competitor’s dancing moves
A few competitors of Zoom were quick to respond. The 3 that got to my email and RSS feed?
LogMeIn, had a post on the GoToMeeting website, taking this stance:
Lifesize issued a message from their CEO:
Apizee decided to join the party:
The truth? I’d do the same if I were a competitor and comfortable with my security solution.
The challenge? Jonathan Leitschuh or some other security researcher might well go check them up, and who knows what they will find.Why WebRTC improves security?
For those who don’t know, WebRTC offers voice and video communications from inside the browser. Most vendors today use WebRTC, and for some reason, Zoom doesn’t.
There are two main reasons why WebRTC improves security of real time communication apps:
Many have complained about WebRTC and the fact that you cannot send unencrypted media with it. All VoIP services prior to WebRTC run unencrypted by default, adding encryption as an optional feature.
Unencrypted media is easier to debug and record, but also enable eavesdropping. Encrypted media is thought to be a CPU hog due to the encryption process, something that in 2019 needs to be an outdated notion.
When Zoom decided not to use WebRTC, they essentially decided to take full responsibility and ownership of all security issues. They did that from a point of view and stance of an application developer or maybe a video conferencing vendor. They didn’t view it from a point of view of a browser vendor.
Browsers are secured by default, or at least try to be. Since they are general purpose containers for web applications that users end up using, they run with sandboxed environments and they do their best to mitigate any security risks and issues. They do it so often that I’d be surprised if there are any other teams (barring the operating system vendors themselves) who have better processes and technologies in place to handle security.
By striving for frictionless interactions, Zoom came headon into an area where browser vendors handle security threats of unknown code execution. Zoom made the mistake of trying to hack their way through the security fence that the Safari browser team put in place instead of working within the boundaries provided.
Why did they take that approach? Company DNA.
Zoom “just works”, or so the legend goes. So anything that Zoom developers can do to perpetuate that is something they will go the length to do.
WebRTC has a large set of security tools and measures put in place. These enables running it frictionlessly without the compromises that Zoom had to take to get to a similar behavior.Where may WebRTC fail?
There are several places where WebRTC is failing when it comes to security. Some of it are issues that are being addressed while others are rather debatable.
I’d like to mention 4 areas here:#1 – WebRTC IP leak
This has been known as the WebRTC IP leak issue, which is a minor issue if you compare it to the Zoom zero day exploit. It is also one that is being addressed with the introduction of mDNS, which I wrote about last time.
A few months from now, the WebRTC IP leak will be a distant problem.
I also wouldn’t categorize it as a security threat. At most it is a privacy issue.#2 – Default access to web camera and microphone
When you use WebRTC, the browser is going to ask you to allow access to your camera and microphone, which is great. It shows that users need to agree to that.
But they only need to agree once per domain.
Go to the Google AppRTC demo page. If it is the first time you’re using it, it will ask you to allow access to your camera and microphone. Close the page again and reopen – and it won’t ask again. That’s at least the behavior on Chrome. Each browser takes his own approach here.
Clicking the Allow button above would cause all requests for camera and microphone access from appr.tc to be approved from now on without the need for an explicit user consent.
Is that a good thing? A bad thing?
It reduces friction, but ends up doing exactly what Jonathan Leitschuh complained about with Zoom as well – being able to open a user’s webcam without explicit consent just by clicking on a web link.
This today is considered standard practice with WebRTC and with video meetings in general. I’d go further to say that if there’s anything that pisses me off, it is video conferencing services that makes you join with muted video requiring me to explicitly unmute my video.
As I said, I am not a security expert, so I leave this for you to decide.#3 – Ugly exploits
Did I say a cat and mouse game? Advertising and ad blockers are there as well.
Advertisers try to push their ads, sometimes aggressively, which brought into the world the ad blockers, who then deal with cleaning up the mess. So advertisers try to hack their way through ad blockers.
Since there’s big advertising money involved, there are those who try to game the system. Either by using machines to automate ad viewing and clicking to increase revenue, getting real humans in poor countries to manually click ads for the same reason or just inject their own code and ads instead of the ads that should have appeared.
That last one was found using WebRTC to inject its code, by placing it in the data channel. There’s some more information on the DEVCON website. Interestingly, this exploit works best via Webview inside apps like Facebook that open web pages internally instead of through the browser. It makes it a lot harder to research and find in that game of cat and mouse.
I don’t know if this is being addressed at all at the moment by browser vendors or the standards bodies.#4 – Lazy developers
This is the biggest threat by far.
Developers using WebRTC who don’t know better or just assume that WebRTC protects them and do their best to not take responsibility on their part of the application.
Remember that WebRTC is a building block – a piece of browser based technology that you use in your own application. Also, it has no signaling protocol of its own, so it is up to you to decide, implement and operate that signaling protocol yourself.
Whatever you do on top of WebRTC needs to be done securely as well, but it is your responsibility. I’ve written a WebRTC security checklist. Check it out:
Download the WebRTC security checklistWhy isn’t Zoom using WebRTC?
Zoom was founded in 2011.
WebRTC was just announced in 2011.
At the time it started, WebRTC wasn’t a thing.
When WebRTC became a thing, Zoom were probably already too invested in their own technology to be bothered with switching over to WebRTC.
While Zoom wanted frictionless communications for its customers, it probably had and still has to pay too big a price to switch to WebRTC. This is probably why when Zoom decided to support browsers directly with no downloads, they went for WebAssembly and not use WebRTC. The results are a lot poorer, but it allowed Zoom to stay within the technology stack it already had.
The biggest headaches for Zoom here is probably the video codec implementation. I’ll take a guess and assume that Zoom are using their own proprietary video codec derived from H.264. The closest indication I could find for it was this post on the Zoom website:
We have better coding and compression for our screen sharing than any other software on the market
If Zoom had codecs that are compatible with WebRTC or that can easily be made compatible with WebRTC they would have adopted WebRTC already.
Zoom took the approach of using this as a differentiator and focusing on improving their codecs, most probably thinking that media quality was the leading factor for people to choose Zoom over alternative solutions.Where do we go from here?
It is 2019.
If you are debating using WebRTC or a proprietary technology then stop debating. Use WebRTC.
It will save you time and improve the security as well as many other aspects of your application.
If you’re still not sure, you can always contact me.
The post Zoom app vulnerability shows why WebRTC is important appeared first on BlogGeek.me.
Another unstabilizing WebRTC experiment in Chrome to become reality.
I’ve had clients approaching me in the past month or two with questions about a new type of address cropping up in as ICE candidates. As it so happens, these new candidates have caused some broken experiences.
In this article, I’ll try to untangle how local ICE candidates work, what is mDNS, how it is used in WebRTC, why it breaks WebRTC and how this could have been handled better.How local ICE candidates work in WebRTC?
Before we go into mDNS, let’s start with understanding why we’re headed there with WebRTC.
When trying to connect a session over WebRTC, there are 3 types of addresses that a WebRTC client tries to negotiate:
During the ICE negotiation process, your browser (or app) will contact its configured STUN and TURN server, asking them for addresses. It will also check with the operating system what local IP addresses it has in its disposal.Why do we need a local IP address?
If both machines that need to connect to each other using WebRTC sit within the same private network, then there’s no need for the communication to leave the local network either.Why do we need a public IP address through STUN?
If the machines are on different networks, then by punching a hole through the NAT/firewall, we might be able to use the public IP address that gets allocated to our machine to communicate with the remote peer.Why do we need a public IP address on a TURN server?
If all else fails, then we need to relay our media through a “third party”. That third party is a TURN server.Local IP addresses as a privacy risk
That part of sharing local IP addresses? Can really improve things in getting calls connected.
It is also something that is widely used and common in VoIP services. The difference though is that VoIP services that aren’t WebRTC and don’t run in the browsers are a bit harder to hack or abuse. They need to be installed first.
WebRTC gives web developers “superpowers” in knowing your local IP address. That scares privacy advocates who see this is as a breach of privacy and even gave it the name “WebRTC Leak”.
A few things about that:
Yes, we have known that problem ever since the NY Times used a webrtc-based script to gather IP addresses back in 2015. “WebRTC IP leak” is one most common search terms (SEO hacking at its best).
Luckily for us, Google is collecting anonymous usage statistics from Chrome, making the information available through a public chromestatus metrics site. We can use that to see what percentage of the page loads WebRTC is used. The numbers are quite… big:
RTCPeerConnection calls on % of Chrome page loads (see here)
Currently, 8% of page loads create a RTCPeerConnection. 8%. That is quite a bit. We can see two large increases, one in early 2018 when 4% of pageloads used RTCPeerConnection and then another jump in November to 8%.
Now that just means RTCPeerConnection is used. In order to gather local IPs the setLocalDescription call is required. There are statistics for this one as well:
setLocalDescription calls on % of Chrome page loads (see here)
The numbers here are significantly lower than for the constructor. This means a lot of peer connections are constructed but not used. It is somewhat unclear why this happens. We can see a really big increase in November 2018 to 4%, at about the same time that PTCPeerConnection calls jumped to 7-8%. While it makes no sense, this is what we have to work with.
Now, WebRTC could be used legitimately to establish a peer-to-peer connection. For that we need both setLocalDescription and setRemoteDescription and we have statistics for the latter as well:
setRemoteDescription calls on % of Chrome page loads (see here)
Since the big jump in late 2017 (which is explained by a different way of gathering data) the usage of setRemoteDescription hovers between 0.03% and 0.04% of pageloads. That’s close to 1% of the pages a peer connection is actually created on.
We can get another idea about how popular WebRTC is from the getUserMedia statistics:
getUserMedia calls on % of Chrome page loads (see here)
This is consistently around 0.05% of pageloads. A bit more than RTCPeerConnection being used to actually open a session (that setRemoteDescription graph) but there are use-cases such as taking a photo which do not require WebRTC.
Here’s what we’ve arrived with, assuming the metrics collection of chromestats reflects real use behavior. We have 0.04% of pageloads compared to 4%. This shows that a considerable percentage of the RTCCPeerConnections are potentially used for a purpose other than what WebRTC was designed for. That is a problem that needs to be solved.
* credits and thanks to Philipp Hancke for assisting in collecting and analyzing the chromestats metricsWhat is mDNS?
Switching to a different topic before we go back to WebRTC leaks and local IP addresses.
mDNS stands for Multicast DNS. it is defined in IETF RFC 6762.
mDNS is meant to deal with having names for machines on local networks without needing to register them on DNS servers. This is especially useful when there are no DNS servers you can control – think of a home with a couple of devices who need to interact locally without going to the internet – Chromecast and network printers are some good examples. What we want is something lightweight that requires no administration to make that magic work.
And how does it work exactly? In a similar fashion to DNS itself, just without any global registration – no DNS server.
At its basic approach, when a machine wants to know the IP address within the local network of a device with a given name (lets say tsahi-laptop), it will send out an mDNS query on a known multicast IP address (exact address and stuff can be found in the spec) with a request to find “tsahi-laptop.local”. There’s a separate registration mechanism whereby devices can register their mDNS names on the local network by announcing it within the local network.
Since the request is sent over a multicast address, all machines within the local network receive it. The machine with that name (probably my laptop, assuming it supports mDNS and is discoverable in the local network), will return back with its IP address, doing that also over multicast.
That means that all machines in the local network heard the response and can now cache that fact – what is the IP address on the local network for a machine called tsahi-laptop.How is mDNS used in WebRTC?
Back to that WebRTC leak and how mDNS can help us.
Why do we need local IP addresses? So that sessions that need to take place in a local network don’t need to use public IP addresses. This makes routing a lot simpler and efficient in such cases.
But we also don’t want to share these local IP addresses with the Java Script application running in the browser. That would be considered a breach of privacy.
Which is why mDNS was suggested as a solution. There It is a new IETF draft known as draft-ietf-rtcweb-mdns-ice-candidates-03. The authors behind it? Developers at both Apple and Google.
The reason for it? Fixing the longstanding complaint about WebRTC leaking out IP addresses. From its abstract:
WebRTC applications collect ICE candidates as part of the process of creating peer-to-peer connections. To maximize the probability of a direct peer-to-peer connection, client private IP addresses are included in this candidate collection. However, disclosure of these addresses has privacy implications. This document describes a way to share local IP addresses with other clients while preserving client privacy. This is achieved by concealing IP addresses with dynamically generated Multicast DNS (mDNS) names.
How does this work?
Assuming WebRTC needs to share a local IP address which it deduces is private, it will use an mDNS address for it instead. If there is no mDNS address for it, it will generate and register a random one with the local network. That random mDNS name will then be used as a replacement of the local IP address in all SDP and ICE message negotiations.
Here’s the rub though. mDNS breaks WebRTC implementations.
mDNS is supposed to be innocuous:
With WebRTC though, mDNS names are shared instead of IP addresses. And they are sent over the public network, inside a protocol that expects to receive only IP addresses and not DNS names.
The result? Questions like this recent one on discuss-webrtc:
Weird address format in c= line from browser
I am getting an offer SDP from browser with a connection line as such:
c=IN IP4 3db1cebd-e606-4dc1-b561-e0af5b4fd327.local
This is causing trouble in a webrtc server that we have since the parser is bad (it is expecting a normal ipv4 address format)[…]
This isn’t a singular occurrence. I’ve had multiple clients approach me with similar complaints.
What happens here, and in many other cases, is that the IP addresses that are expected to be in SDP messages are replaced with mDNS names – instead of x.x.x.x:yyyy the servers receive <random-ugly-something>.local and the parsing of that information is totally different.
This applies to all types of media servers – the common SFU media server used for group video calls, gateways to other systems, PBX products, recording servers, etc.
Some of these have been updated to support mDNS addresses inside ICE candidates already. Others probably haven’t, like the recent one above. But more importantly, many of the deployments made that don’t want, need or care to upgrade their server software so frequently are now broken as well, and should be upgraded.Could Google have handled this better? Close-up Businessman Playing Checkers At Office Desk
In January, Google announced on discuss-webrtc this new experiment. More importantly, it stated that:
No application code is affected by this feature, so there are no actions for developers with regard to this experiment.
Within a week, it got this in a reply:
As it stands right now, most ICE libraries will fail to parse a session description with FQDN in the candidate address and will fail to negotiate.
More importantly, current experiment does not work with anything except Chrome due to c= line population error. It would break on the basic session setup with Firefox. I would assume at least some testing should be attempted before releasing something as “experiment” to the public. I understand the purpose of this experiment, but since it was released without testing, all we got as a result are guaranteed failures whenever it is enabled.
The interesting discussion that ensued for some reason focused on how people interpret the various DNS and ICE related standards and does libnice (an open source implementation of ICE) breaks or doesn’t break due ton mDNS.
But it failed to encompass the much bigger issue – developers were somehow expected to write their code in a way that won’t break the introduction of mDNS in WebRTC – without even being aware that this is going to happen at some point in the future.
Ignoring that fact, Google has been running mDNS as an experiment for a few Chrome releases already. As an experiment, two things were decided:
The bigger issue here is that many view only solutions of WebRTC are developed and deployed by people who aren’t “in the know” when it comes to WebRTC. They know the standard, they may know how to implement with it, but most times, they don’t roam the discuss-webrtc mailing list and their names and faces aren’t known within the tight knit of the WebRTC community. They have no voice in front of those that make such decisions.
In that same thread discussion, Google also shared the following statement:
FWIW, we are also considering to add an option to let user force this feature on regardless of getUserMedia permissions.
Mind you – that statement was a one liner inside a forum discussion thread, from a person who didn’t identify in his message with a title or the fact that he speaks for Google and is a decision maker.
Which is the reason I sat down to write this article.
mDNS is GREAT. AWESOME. Really. It is simple, elegant and gets the job done than any other solution people would come up with. But it is a breaking change. And that is a fact that seems to be lost to Google for some reason.
By enforcing mDNS addresses on all local IP addresses (which is a very good thing to do), Chrome will undoubtedly break a lot of services out there. Most of them might be small, and not part of the small majority of the billion-minutes club.
Google needs to be a lot more transparent and public about such a change. This is by no means a singular case.
Just digging into what mDNS is, how it affects WebRTC negotiation and what might break took me time. The initial messages about an mDNS experiment are just not enough to get people to do anything about it. Google did a way better job with their explanation about the migration from Plan B to Unified Plan as well as the ensuing changes in getStats().
My main worry is that this type of transparency doesn’t happen as part of a planned rollout program. It is done ad-hoc with each initiative finding its own creative solution to convey the changes to the ecosystem.
This just isn’t enough.
WebRTC is huge today. Many businesses rely on it. It should be treated as the mission critical system that developers who use it see in it.
It is time for Google to step up its game here and put the mechanisms in place for that.What should you do as a developer?
First? Go check if mDNS breaks your app. You can enable this functionality on chrome://flags/#enable-webrtc-hide-local-ips-with-mdns
In the long run? My best suggestion would be to follow messages coming out of Google in discuss-webrtc about their implementation of WebRTC. To actively read them. Read the replies and discussions that take place around them. To understand what they mean. And to engage in that conversation instead of silently reading the threads.
Test your applications on the beta and Canary releases of Chrome. Collect WebRTC behavior related metrics from your deployment to find unexpected changes there.
Apart from that? Nothing much you can do.
As for mDNS, it is a great improvement. I’ll be adding a snippet explanation about it to my WebRTC Tools course, something new that will be added next month to the WebRTC Course. Stay tuned!
Marketing automation isn’t easy.
I’ve been doing that for a few years now in BlogGeek.me, trying to figure it out as I go along. My newsletter service configuration and settings looks like a large ball of spagetti at this point, with little way for me to handle things in it. This as well as a few more reasons got me to switch my marketing automation provider as part of a larger project I am running.
It has taken its toll. Mainly a lot of time and energy spent on figuring things out yet again and cleaning up stuff. Along this process, I’ve enrolled to an online course and learned some more about what I can do without pissing off subscribers. Hopefully, I’ll be headed down that road a bit more in the coming months.
Anyways, a few quick notes:
See you on the other end of my infrastructure nightmare
The post Migrating BlogGeek.me and why it is quiet here lately appeared first on BlogGeek.me.
In 2019, WebRTC is ready, but there’s still work ahead.
When I wrote that WebRTC is ready over 6 months ago it pissed a few people off.
Here’s the thing – WebRTC is ready simply because the industry deems it ready and companies are deploying products that rely on WebRTC to work for them.
Are there challenges along the way? Sure.
Do things break? Sure.
But if you are thinking of whether you should start using WebRTC and build an application on top of it or wait for the next fad to come by for your video calling service, then don’t. Use WebRTC as nothing else will do today.
Trying to understand where WebRTC is available? Download my free cheat sheet
In 2015 I remember someone telling me that WebRTC 1.0 will be closed and published by year end.
I heard the same in 2016. And later in 2017.
In 2018 I ignored such promises.
2019? There is a small chance that things will be ready. Why? Because the spec is almost completed. That almost is the sticking point.
But then again, who cares?
Everyone is already using WebRTC as if it is a done deal. Because it is.
We’ve agreed on the technology (WebRTC). We’ve agreed on the larger picture and the ways things are going to look like (peer connection and how browsers implement it today). We’re left with the nitty gritty details of how to make the experience easier and uniform across browsers for developers. We will get there, but just remember – users expect it to work, and it does.Chrome and WebRTC
Consider Chrome to be the de facto specification for WebRTC. It isn’t WebRTC 1.0 compliant. Yet. According to Statista, 69% of the desktop internet is driven by Chrome. On this website? 74% of the viewers use Chrome.
The thing about Chrome is that it is slowly getting the missing WebRTC 1.0 support, and by moving there it is breaking things up with each release. Usually because the way it works today isn’t exactly spec compliant, so things have to break – or just because the additions are delicate and the work done breaks behavior that developers relied on in the past. At times, it is because Google has no qualms when it comes to technical debt and code rewrites and when it sees a need to optimize something it usually does that (we’re now in the 3rd generation of echo canceller in WebRTC, each one was a complete rewrite of the previous one).
If you are developing anything that needs to run in the browser and use WebRTC, then Chrome is the first thing you should be developing for.Firefox and WebRTC
Firefox is close to be spec compliant when it comes to WebRTC.
They had it easy with the recent decision to adopt Unified Plan instead of Plan B in the WebRTC specification. Where Google had to shift from Plan B to Unified Plan, Firefox had only slight modifications to make.
The problem is that Firefox is a distant second to Chrome in market share. At times, developers actively decide not to support Firefox just because they consider it a waste of time. This is doubly true for those who use Chrome for guest access and as a stepping stone to getting their users to download their Electron app instead.Safari and WebRTC
You wouldn’t find VP9 which isn’t mandatory or popular yet, but something that is more than desirable. And then some of the more complicated scenarios such as multiparty sessions have more pending open issues of both functionality and interoperability than Chrome or Firefox have.
The challenge is that Safari is important to developers. Both because it is the only way to get on iOS devices and because it is the default browser for Mac, a desktop/laptop that for some reason is becoming a fad with developers (go figure).Edge and WebRTC
Edge was once its own browser with its own technology stack, but is now becoming just another flavor of Chrome. Microsoft announced that Edge will be using Chromium as its browser engine. This has gotten Edge to work on Mac already with rumors of a possible Linux release.
Edge runs on Chromium.
Chrome runs on Chromium.
Chrome isn’t WebRTC spec compliant because Chromium isn’t WebRTC spec compliant.
So Edge isn’t spec compliant either. But it is well… the same as Chrome.
This all relates to the upcoming official release of Edge.Microsoft IE and WebRTC
Still dream about Internet Explorer at night?
IE won’t be supporting WebRTC. Not now and not ever.
Use a plugin or just use Electron. Or better yet – update to a more modern browser.Opera/Brave/whoever and WebRTC
Most of the other browsers out there, be it Opera, Brave or anything else is just a fork of Chromium or a skin on top of Chromium.
For all intent and purpose, they are Chrome, offering the same spec compliance to WebRTC as Chrome does. At least if they haven’t gone and intentionally made changes to it (like disabling it in the name of privacy).Android and WebRTC
Android has support of WebRTC.
Chrome browser that ships with Android has WebRTC support.
Other browsers shipping on Android have WebRTC support (such as Firefox).
Sometimes, a device manufacturer ends up shipping his own browser (Samsung for example). Then WebRTC compliance and availability is somewhat questionable.
The good thing is that the Webview in Android also supports WebRTC. So built-in application browsers such as the one used by Facebook or Slack also end up supporting WebRTC experiences.
And if you write your own app, you can use the Webview, a precompiled version of WebRTC for Android or compile it on your own.iOS and WebRTC
On iOS things are slightly trickier.
Safari supports WebRTC on iOS and there are companies making commercial use of it already.
Other browsers don’t and can’t support WebRTC on iOS. That’s because the supplied iOS Webview still doesn’t support WebRTC (or disables it on purpose).
If you write your own app, you can use a precompiled version of WebRTC for iOS or compile it on your own. No Webview for you yet.Your Next Steps?
Haven’t started with WebRTC yet? Now’s the time. I can help.
Trying to understand where WebRTC is available? Download my free cheat sheet