At the WebRTC Conference & Expo this week, Bolder Thinking is promoting its new webRTC Connect solution, the company’s approach for helping brands connect with their customers. At the Atlanta event, the company also is showing its take on what an enterprise phone looks like within WebRTC.
John Jasper, Bolder Thinking’s founder, says that customers frequently start their interactions with companies via a Web search or response to marketing activity. With webRTC Connect, companies can make the most of those interactions by providing visitors with a rich communications experience based on a solution that tracks customer behavior on the Web, so when that customer is ready to escalate his or her communication with the company, there’s no need for annoying IVRs or for the customer to repeat or re-enter information he or she has already provided via the Web.
“We think it saves brands money,” Jasper says. “More importantly, it protects their relationships with consumers.”
The product, which is priced per website and by the minute, will initially support text chat and voice. Video will be added in the future.
While click-to-call capabilities have long been available on many companies’ websites, Jasper says that WebRTC makes it more simple and seamless. If a person is doing a live text chat and then wants to escalate to voice, enabling that is a complex CTI problem, he says, but that’s not the case where WebRTC is involved.
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Jasper expects large consumer packaged goods brands to be among the first users of webRTC Connect. That said, any kind of company could use this cloud-based service to enable better customer interactions, tech support, and more.
In addition to highlighting its new webRTC Connect solution, Bolder Thinking this week in Atlanta demoed a WebRTC tablet phone that changes telephony within the enterprise. It pulls information from e-mail, calendar, social feeds, etc., to deliver a kind of CRM popup whenever a call comes in to the desktop.
Edited by
Rich Steeves
