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How to improve the voice service experience for small businesses

By combining VoLTE and WebRTC, a mobile operator could provide a mashup communication services to address small businesses with a better service they can utilize when communicating with their customers. See a demonstration on how operators can improve the voice service experience for small businesses and bring in new revenue from this untapped segment.

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Address the needs of small businesses with VoLTE and WebRTC mashup

By combining VoLTE and WebRTC in an innovative mashup solution, mobile operators could address the needs of small businesses in a new and innovative way. The operator’s customers in the segment smaller businesses can enjoy a much richer interaction with their customers.

The businesses can promote products and services better or explain how they are used, via a flexible communications tool. This is done by combining HD voice calls with intuitive browser-based visual interaction, powered by an operator branded app for smartphones, tablets and laptops.

You can also combine the service with for example Google calendar, to find an available service person, and also make the voice call available on multiple types of devices, where the service person can pick-up the call on the most suitable device depending on the situation.

An example use case for a small business: the bakery designing your personalized cake

An example of this service is a baker receiving an enquiry from a customer about ordering a cake. The baker gets a notification that the caller has the WebRTC-enabled app and activates it.

The baker and customer can now discuss the cake and the baker shows the many possibilities of colors, sizes, candles and greetings to write on the cake, all via the app. The caller can ask questions and be shown any details and agree on the many personalization options, while the baker can react in real time to make changes to the app content based on the live conversation with the customer.




Fig. 1: Business user receives incoming call. Fig. 2: Customer application interface can be changed in real time based on conversation by business user. Fig. 3: Business user can easily provide see-what-I-see to customer, or add video conversation.

How the solution works—combining the telco and IT worlds

The Ericsson solution, based on VoLTE combined with WebRTC capabilities, integrates the traditional telco world (voice calls) with the IT world (browsing websites, watching videos, using online calendars, social media etc.) to provide end-users with a richer combined communication services experience.

Initiated by a VoLTE smartphone call, businesses will be able to show customers their products, web pages, photographs or live webcam videos, for example, interactively modify and agree the exact order with the customer and produce and send invoices.

Ericsson’s solution also addresses a common problem faced by smaller businesses—that they often cannot afford sophisticated websites or call centers to direct callers to the right company department or person. The solution manages the consumer calls process to small businesses by determining how many persons or devices are involved and whether parallel or sequential alerting within the business is required.

At Mobile World Congress 2018, Ericsson supported Vodafone in showcasing this kind of service, the Vodafone Smart C2B (Consumer to Business) demo, using a Vodafone branded app. Ericsson provided the service via its VoLTE enabled network on multiple devices for the demo.

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