Voice4Net, which supplies customer interactive telephony solutions, will be among the exhibitors and presenters at next month’s Real Time Web Solutions event. In preparation for the gathering, which is set for Aug. 1 through 4 in New York City, we checked in with Voice4Net CEO Rick McFarland.
Do you see real time in applications as a major differentiator in 2017?
McFarland: We could be approaching the tipping point in 2017. Enterprises are tasked by their customers to deliver more compelling – yet simplified –communications tools. The continued proliferation of mobile-enabled communications and the growing interest in video are two prime examples of how new innovation is placing demands on the enterprise. Whether these dynamics will reach critical mass in 2017 remains to be seen. But, in any event, the need for RTC solutions will certainly be there.
What are the values that real time brings to applications?
McFarland: The most compelling values are simplicity, time to market and, of course, lower operating costs. Through RTC, developers can create and customize a wide range of communications services much faster than ever before. In the Voice4Net space, we can create foundational customer engagement tools that contact center operators can customize to meet their own business practices.
Before RTC, it would take months to get these technologies into the marketplace. Through RTC, a customer can be up and running with an advanced contact center infrastructure in a day or so. The impact on the bottom line, not to mention customer satisfaction, far exceeds anything we’ve been able to accomplish through legacy technology.
What factors are critical in planning for a real-time web solution?
McFarland: The first and foremost critical factor is browser compatibility. This is the main reason RTC has taken so long to reach mainstream. Google has driven most of the development toward this standard, and thus Chrome is the preferred browser. However, although enterprise may be able to easily adopt a standard based on a particular browser, a consumer may not want to or cannot adopt a specific browser.
Most recently, other vendors’ browsers (i.e. Safari, IE, Firefox) have adopted support for RTC or allowed for third-party plug-ins that will support RTC. This has led to a better consumer adoption of RTC and what it can deliver. And this issue is primarily regarding desktop acceptance. Mobile devices including tablets and phones require even further support depending on the browser each device utilizes. Just because the web developer manages to deliver a responsive user experience (meaning the view changes based on the device type) that does not guarantee RTC compatibility. Plugins and other third-party offerings may be required to complete the mobile delivery of RTC-style applications.
Why should Real Time Web Solutions event attendees be sure to visit your booth and sit in on the sessions in which you will be a speaker?
McFarland: Voice4Net has been at the forefront of delivering these types of capabilities to enterprise customers, and we’re looking forward to describing how we’ve been able to help businesses increase efficiency, reduce costs and enhance the customer experience.
In addition, I’ll be participating in the panel session: “Best Practices in Enriching Customer Engagement with WebRTC and Mobile Technology,” on Wednesday, Aug. 3, at 2 p.m. We’re excited to share Voice4Net’s experiences in deploying these tools, in addition to some metrics and use cases from customers that are now leveraging RTC.
Edited by Alicia Young