Success in the contact center today seems to lie in a true multichannel environment that allows customers to speak with a company representative immediately, via whatever channel they choose. Increasingly, customers are choosing social media channels, so solutions that connect customers to contact centers over channels such as Twitter are on the rise.
As a result, there has been a rise in need for multimedia solutions that allow customers to speak with the contact center while never leaving the webpage. While previous generations of solutions that allowed this to happen required that customers download some kind of application, newer technology means it can be accomplished with a single click.
One such technology is produced by Twelephone. It’s a WebRTC (“Real Time Communications)-based technology that allows companies to embed a widget for Web visitors, making it easy for customers to connect to sales or support personnel immediately. The JavaScript widget can be embedded directly into a user’s existing Web page and includes both video and chat functionality, both in high definition.
According to the company, a “twelephone” address is used for initiating video chats from the Web browser, whether it’s via a PC or a mobile device. The address looks like this: twelephone.com/{twitter_handle}. Users can also add a CallMe button or link to their website using a link or a line of code. You can see how it works in a video demonstration below.
The application is especially suited for companies with busy contact centers and a strong Web presence. Essentially, it allows all contacts from a Web site to be easily routed into the call center, which is a great step toward building a more multimedia experience for customers.
“What if you want to route these twelephone web calls into your existing contact center?” asks the company on its Web page. “You already have dozens or hundreds of sales and service representatives answering phone calls. Why not let them answer your Web-based calls too!”
The technology is based on converting WebRTC-based contacts to a SIP (Session Initiation Protocol) address, at which time the Web-based contacts can be distributed to the next available agent in precisely the same way that a traditional telephone call would. Twelephone says there is no limit on the number of simultaneous SIP calls that can be forwarded from the company’s CallMe widget to a contact center.
Edited by
Alisen Downey
