If you’ve been hearing about WebRTC (Real Time Communications) and what it can do for your business, you may have an easy to way to begin using it soon. WebRTC is the standard behind a free, open project designed to allow high-quality, real-time communication applications to be developed right in the browser via simple Java APIs and HTML5. What it essentially means is that you can easily engage in video or audio communications with people all over the world as easily as clicking on a link.
FreeCRM, a provider of a Web-based software solution for customer relationship management and sales force automation, is now offering users the ability to call any U.S telephone number simply by clicking a number in their browser. Because of WebRTC support in the solution, users are able to make calls while skipping the usual step of downloading a plug-in or using a special native app (such as is required with Skype, Facetime, Google Talk or other popular solution.
FreeCRM notes that the feature would work well for contact and lead tracking; sales and contact management; sales pipeline management and forecasting; customer service; and business management. Sales organizations can generate more leads, effectively market through multiple channels, optimize lead management, convert leads into customers, view all account-related information and activities, keep sales reps working productively, analyze the sales pipeline, and quickly determine what’s working and what is not.
While this is the goal of all customer relationship management and sales solutions, the WebRTC feature makes it considerably less complex.
WebRTC is predicted to change the way individuals communicate over the Web, but it’s likely to have far-reaching effects in business, particularly sales and contact center settings. In the contact center, it’s likely that there will be a blurring of communication methods for contact centers tied to Web sites.
The typical customer today browses a company Web site and – if he or she wishes to speak with an agent about a product or service – must dial in to a toll-free number. He or she must then direct the agent who answers to the Web page in question, so that both parties are looking at the same issue. But WebRTC will entirely change the game, as it will sync the voice or video call to the customer’s browsing session.
When it comes down to making WebRTC available, the onus will be on Web developers to build the standard into their Web pages. Customers will come to expect it – particularly once they get used to it – and it may become a “make or break” option for companies that don’t want to see their browsing customers go elsewhere.
Edited by
Blaise McNamee
