WebRTC Strategies Talks WebRTC Growth, Impact on Enterprises at ITEXPO Las Vegas

WebRTC is a disruptive technology in the communications industry that enables real-time communications over a Web browser – no plug-ins, instillations or downloads required. The problem, however, is that it’s a peer-to-peer technology. For enterprises looking to implement WebRTC, they need not just computer-to-computer communication, but computers-to-computers.

I recently caught up with Christopher Vitek, president of WebRTC Strategies and a member of the advisory board for TMC’s WebRTC Conference and Expo, at ITEXPO in Las Vegas. WebRTC Strategies offers a carrier-free telecommunications protocol that creates an environment where users can control the route of a call and execute that route command. It offers services that help companies migrate from their existing infrastructure and integrate the new stuff with the old stuff.

According to Vitek, WebRTC is the most disruptive thing that’s happened in telecom in the last 130 years. Companies no longer have to turn to another company to support their telecom means, and it offers a number of benefits for enterprises – it reduces costs to maintain existing infrastructure and create services. These are key drivers that any CFO will understand, and will cause them to ask next year, “How come we’re not doing this yet?”

The challenge right now, according to Vitek, is the lack of awareness in the industry. In particular, the contact center, which is set to be one of the biggest impacted areas from WebRTC, is historically a very slow adopter in terms of technology. There is also a challenge for developers to keep up with the ever-changing browsers.

Think about all of the different factors that go into managing a contact center – everything from call monitoring and IVR systems to CTI servers are all on different operating systems and are managed by different methodologies – some may be Web-based or on-premises, for example – but with WebRTC, it’s all integrated onto a single interface. It’s a lot less complex.

This week at ITEXPO, Vitek is moderating three sessions focused on how WebRTC, HTML5 and related technologies are impacting the customer experience:

• Connecting Your Business to Your Mobile Customers – Many contact center platform manufacturers have a mobile app. The question is, “Why are you forcing your customers to download this when they don’t have to?”
• The Next Generation Contact Center – How contact centers will implement WebRTC.
• Turning Data into Customer Experience Excellence – How to turn data into intelligence.