Today we’re excited to announce OpenTok for Customer Service (OTCS). This is our first solution built on top of the OpenTok platform, and will make it faster and easier for our partners to implement face-to-face video chat for customer service applications.
Over the past few years, we’ve had the opportunity to keep a close watch on use case trends in the video space. One common thread was present amongst the majority of the use cases that we encountered: customer service. Whether it was pre-sales support, post-sales customer assistance or expert consultations they all required some basic call functionality that wasn’t available through the standard OpenTok APIs.
Today, the OpenTok platform adds the Cloud Raptor SDK into the fold. Partners’ application servers can use the Cloud Raptor SDK to listen to the events and messages that pass through an OpenTok session. Accessing these events and messages on the application server makes it easier to integrate OpenTok logic with the application logic. (Prior to Cloud Raptor, OpenTok events and messages were only available on the client.)
Before today, building robust applications with the OpenTok platform meant writing a distributed application across many clients. The clients either synchronized between themselves, the partner sent back a lot of AJAX calls to their server, or the developer used a service like Parse. Now, with the Cloud Raptor SDK, OpenTok developers can have one OpenTok brain for their application – simplifying the development and extending the possibilities simultaneously.
We just launched Mantis yesterday, and saw a rush of activity as partners hopped onto the WebRTC cloud. The new things people will be able to build – a real-time, online dungeons and dragons web app, seminar applications, education applications, and more – are now going to see a whole new level of quality and experience. We’re really excited to be the face-to-face video platform that helps make this happen. But to make it happen more quickly, we’ve decided to write a quick Mantis checklist. To make your Mantis application work, you will need to:
- Make sure that you are using the OpenTok on WebRTC JS library. You can find the library here, and find the reference documentation here. If you are using the v1.1 JS library, you will need to update your application to the v2.0 library.
- When you generate a session, make sure that the p2p.preference flag is set to disabled. If you’re generating your sessions from the Developer Dashboard, then you will need to download one of our server-side SDKs and generate sessions yourself.
If you haven’t already asked to participate in the Mantis beta, please contact us. Then make sure that you are using the correct API key for the Mantis beta. If you are not sure which API key you sent us, then please email us, and we will let you know. Mantis requires that your API key be enabled to access the infrastructure.
- [UPDATE] Good news! As of 10/1/13 Mantis is available in production. That means you no longer have to email the TokBox team to request access. Mantis is subject to the new OpenTok platform pricing which you can review here. Free access to Mantis is available through our new 30-day free trial.
It really is that quick, and if you’re finding that you need some more help, then let us know. To make sure that your question gets answered as quickly as possible, please send an email to firstname.lastname@example.org using the following template:
A new version of Chrome is out, and with it changes in the WebRTC stack. We dug through the commit logs for Chrome 26, and found the following list of WebRTC bug fixes, enhancements, and updates that we thought were relevant to the OpenTok community:
- A lot of audio bugs in WebRTC were fixed dealing with crashes and non-standard audio bitrates
- Chrome on Android can now be WebRTC-enabled by enabling a flag
- Improvements to the connectivity stack in WebRTC
- Ability to set media constraints for audio
Last Thursday, I had the pleasure of being a part of the Mobile + Web developer conference held at the Hilton Hotel in San Francisco. I spoke on a panel about where development was headed in a world where Web + Mobile are the two predominant platforms. There were four of us total, and we had a great time talking about how each of us lived in, and viewed the future of development in this two platform world. The panel was composed of (beyond myself) John Hammink, a QA engineer from Mozilla, Jonathan Smiley, a partner at Zurb building their own HTML5 framework, and Ted Drake, a senior accessibility engineer from Intuit.