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July 31, 2014

WebRTC is a Winning Proposition with Avaya Aura Communication Manager


It goes without saying that WebRTC provides massive benefits for customer interactions, both to businesses and their customers. Its importance as a contact center technology is also undisputed considering it’s a lightweight technology that may be easily integrated with the existing contact center infrastructure.

Just how simple that integration can be was the focus of a keynote demonstration from Avaya’s Gary Barnett at the recent WebRTC Expo in Atlanta. Barnett, senior vice president and general manager at Avaya, discussed how compelling WebRTC can be using Avaya’s Aura Communication Manager.

Most important, Barnett discussed the role of contextual information as passed through the contact center infrastructure. This important component of a WebRTC interaction enables contact center agents to understand the nature of a call and in many cases, who the caller is and whether they are already authenticated, saving valuable time and an aggravating stream of security questions for customers.

“Meanwhile you’re preserving your investment,” said Barnett. “You don’t have to bring in a completely different infrastructure because you’ve brought WebRTC into your contact center.”

In the context of the Aura solution, which provides a complete collaboration environment including media server, communication manager and a host of unified communications features, contextual information is the key to the entire customer experience. As it gets passed through the system, it is made available to the existing contact center hardware and infrastructure. Then it passes to a work assignment element (which Barnett describes as similar to a next-generation ACD), which route the call to the appropriate agent based on that information.

“You’re gaining a lot of great stuff from the WebRTC edition on this existing contact center deployment,” Barnett added. That includes a real-time speech snap-in that listens to the call and ensures the agent is staying on script and that quality control measures are being met. A collaboration designer also shows the creation of a workflow and enables administrators to easily monitor and route calls through workflow mapping.

Avaya’s solution may be easily integrated with customers’ existing web-facing applications through an Avaya-produced Javascript library.




Edited by Adam Brandt
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