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July 29, 2014

Twilio Brings Virtualized Communications to WebRTC


Have you ever tried to virtualize communications? We are on a constant hunt for more efficient ways to do things in the business environment, but if new methods present too many challenges to our processes, we tend to run the other way. The development of WebRTC aims to address these challenges and make overall communications much easier in all environments.

One company helping to lead this charge is Twilio. This innovative company garnered attention last year for developing a new feature that took some of the pain out of waiting in the holding queue. You know this black hole – the one where you have to wait for 15 minutes or more to get to a live person who doesn’t know who you are or your account number, even though you entered this information at the beginning of the interaction.

If this experience describes reality for your customers, there’s a big problem. Unless you provide the one and only of something your customers can’t get anywhere else, you’re at risk of chasing them away by making your call center a difficult place to conduct transactions. No one wants to wait even two minutes in a holding queue and nothing is more infuriating than providing account information only to have to do it again when the live agent gets on the phone.

Take it one step further – what if you needed to call back because the solution the agent offered didn’t fix your problem? Does this mean you have to go through the whole process again, which will take even more time to get done? Or, when you call, will you be redirected right away to the same agent who helped you the first time so you can get back to your problem immediately? If the latter sounds more appealing, you get the idea behind the Twilio feature.

The company wants to take the customer experience to the next level and is making a splash in real-time communications. Twilio is working to help users virtualize communications through WebRTC so the barriers to true collaboration or even customer care are completely eliminated. It is the motivation behind WebRTC and it takes companies like Twilio to get involved to make it happen.

At the recent WebRTC Conference & Expo, Twilio was on hand to demonstrate its latest innovations in this space and what to expect in terms of benefits for the user. To get the full scoop and see the demo, check out this video from the conference. 




Edited by Maurice Nagle
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