Zingaya is typically known for its click-to-call product, which enables organizations to create a customizable “Call Now” button to put website visitors directly in touch with company representatives. Its VoxImplant platform takes that a step further, bringing WebRTC functionality to developers so they can embed real-time communication into both Web and mobile apps. The cloud-based platform supports video calls as well as telephony, and the Web SDK uses WebRTC for enabled browsers and Flash for all others to provide in-browser voice and video capabilities.
VoxImplant is integrating its click-to-call platform into JivoSite, a live chat solution provider to help companies improve support and increase lead conversion. Now, customers will be able to call an agent they are chatting with immediately – no downloads necessary.
The move to integrate WebRTC functionality into a customer service solution is not a surprise; it’s one of the main areas expected to see a big impact from browser-based real-time communications. Live chat is already becoming a standard feature across websites, especially those that emphasize real-time contact with company representatives, and WebRTC is expanding those features to video and audio calling, screen sharing and more.
"We chose VoxImplant because it made development easy and because the technology has the key capabilities that we need to expand our service," said Timur Valishev, CEO, JivoSite, in a statement. "Installation has been quick and simple, because VoxImplant has done most of the work for us. We had tried to use another platform before VoxImplant, but there were a lot of problems with the quality and reliability -- essential components for voice communications. It also didn't support WebRTC, a capability our customers really wanted. We had no problems with VoxImplant at all and we're excited to add to this functionality to JivoSite and have it working as our customers expected."
Enabling each agent to enter into a call with a customer raises the question of automation. Live chat may start as an automated solution (as soon as visitors load a website, a chat box automatically pops up with a, “Hi! How can I help you?” message) but once customers engage in conversation, they trigger an actual human agent. If they don’t, they’ll have to now in case customers decide they want to take the interaction from a chat to a call.
"We're excited to see this unique application of VoxImplant," said Alexey Aylarov, CEO, Zingaya. "While text chats are great and allow sales representatives to speak with multiple customers at the same time, some conversations reach a point where a voice call just makes more efficient sense. We're happy we could help JivoSite add this new feature to their successful product."
The role of WebRTC in customer support will be covered in more detail this week at the Enterprise WebRTC Pavilion, collocated with ITEXPO, in a session featuring speakers from Ifbyphone, LiveOps and Bolder Thinking. The session, “What WebRTC Means for Customer Service” is happening Friday, Jan. 31 at 9 a.m. EST.
Edited by Ryan Sartor