Web-based real time communications (WebRTC) is the kind of technology that's pulling a lot of companies' interest. With good reason, too; a technology that allows for easy collaboration and communication from most any desktop or mobile device with a camera and microphone, offering access to voice and video calls as well as file transfer systems is hard for many to pass up. NewVoiceMedia, meanwhile, is looking to get in on WebRTC technology as well, believing it to be a powerful new platform for many new purposes.
NewVoiceMedia has been engaged in a series of experiments recently to find out where what it considers to be the biggest values in WebRTC lie, and its findings are proving staggering even to NewVoiceMedia. The company believes that WebRTC will be “a very important enabling technology for contact centers over the next few years,” and what's more, WebRTC will also likely prove a source for “a large percentage of voice and video traffic to flow into the contact centre directly from the Web browser.”
NewVoiceMedia thus turned to a series of development teams within the company, and one of said teams turned to WebRTC as part of one of NewVoiceMedia's Ship It day sessions. The prototype project in question proved the concept of two-way voice traffic between a Chrome Web browser and the company's current telephony operations. What's more, a separate project examined the capability of sending video calls into the current infrastructure, and that project went off very well. Since NewVoiceMedia's infrastructure is SIP-based, and could handle video for several years, the ability to send in video calls was a welcome development as it allowed the company to use the current infrastructure to its fullest.
This is a great point to consider, as mostly, NewVoiceMedia's efforts revolved around using what it currently had in a larger format. More specifically, it was taking advantage of what was already in place, as opposed to buying new infrastructure and putting out a large capital investment. NewVoiceMedia's efforts, effectively, showed that not only is WebRTC a powerful platform for those who put in a lot of new hardware, but it's also a powerful platform on currently available infrastructures, just in a different way. It can be upscaled as need be, or used on current systems, and each method will provide different benefits.
WebRTC is a platform that has a lot of potential to it, and those who take advantage of its capabilities are likely to discover that there's a lot to like here. Its abilities in terms of collaboration, connecting individuals within the office together and individuals without as well—both within the same organization and those between different organizations—as well as the ability to connect customers to businesses, circumvent the need for business travel, and perform a host of other functions make it a valuable and potent platform. As development increases in the field of WebRTC, the end result is likely to be a welcome one indeed for those businesses that put WebRTC to work.
Edited by
Alisen Downey
