Not a word about WebRTC
Not a word about WebRTC but it wouldn’t be possible without it.
That’s your destiny when all you are is a piece of technology. No-one really cares much about you. You are downgraded to the level of UDP, SRTP, VP8 or H.264. The fact you are used in a service goes without saying.
That’s why the announcement about Salesforce and Cisco joining forces to enhance experience of Salesforce’s Sales Cloud, Service Cloud and IoT Cloud is simply about the value to the users, not the technology behind it.
This joint solution is possible by integrating two pieces of Cisco services with Salesforce:
- Cisco Spark integrated with Salesforce Lightning Framework
- Cisco Jasper and the Salesforce IoT Cloud
Cisco Spark and Salesforce Lightning Framework
Cisco Spark is a WebRTC based team collaboration as a service platform. It lives in the browser or on any device the user chooses to use.
Salesforce Lightning Framework is Salesforce’s app framework and Salesforce Sales Cloud and Service Cloud are the platforms for managing the sales and services processes. Integrating the cloud collaboration capabilities of Cisco means these features are available in these 2 Salesforce cloud platforms and, although not mentioned in their announcement, also for developers using the Lightning Framework.
This plays nicely with Apple’s CallKit as it is now possible to handle incoming or outgoing calls of the Salesforce iOS app just as any other mobile call. Since Cisco Spark already makes use of CallKit, it is now available also in Salesforce. This is why Apple’s CallKit and integrations of this type is a new nightmare for operators. Calls are just skipping the operator altogether but user experience is similar or even better.
This is what collaboration as a feature means and it is all because of WebRTC.
Cisco Jasper and the Salesforce IoT Cloud
Jasper has joined Cisco in March 2016 through an acquisition. Jasper is an IoT service platform that allows IoT devices to connect over mobile networks to the management platform. With this, companies can manage their devices from the Jasper platform.
By completing the integration of Jasper with Salesforce it is now possible to initiate customer interactions from IoT triggers. Examples include notifying a customer his delivery has arrived or creating a maintenance ticket and contacting the user about it even before he is aware of the problem as it was reported by the IoT enabled device and not manually by the customer.
Why this is important
Expect more of these to come. Communication is added to specific services as a feature. It also means plain vanilla communication is of less value. We already said that the value of voice goes down to zero and that the value of it is the service in which it is embedded in.