Web-based real time communications (WebRTC) is posing a great deal of potential for change throughout a wide variety of industries. A whole new means of getting in touch with other people via several possible media, and all available from one common Web browser, is the kind of thing that can't help but shake things up. The contact center, meanwhile, will prove no exception.
WebRTC poses a major concern to companies with contact centers because of its likelihood to be widely used. Since WebRTC tools can be used from compatible Web browsers--and the number of browsers which can use WebRTC is likely to climb from current levels—that's leaving contact centers forced to reconsider contact methods and how to accommodate these.
Since WebRTC is also out to offer multiple media available for contact—including synchronous voice and video—all without any extra plug-ins or the like, that's also requiring further considerations as suddenly, video calling direct from a Web browser becomes an available possibility. Moreover, there's also a potential for collecting prior context and making all that context available to the contact center agent. That extra context can help an agent provide a solution that works for the caller, and also keep the agent from proposing solutions that have already been tried, and have already failed.
WebRTC poses both challenges and possibilities for contact centers. Not only are there a variety of different contact methods available—contact centers have to be ready for those using video calls, those using voice calls via WebRTC, as well as for those using standard phone lines—but these different contact methods all require different breeds of response. But those who are prepared for the variety of different contact methods will likely find themselves able to offer a better overall user experience, and that's the kind of thing that keeps users satisfied customers in the long run. In an environment that features increasing levels of competition for declining levels of customer dollars thanks to a softening economy, having an advantage that keeps a business more likely to generate satisfied customers is the kind of thing that any business would be happy to have on hand.
WebRTC is the kind of thing that could make a lot of difference for contact centers of all sizes, and making a big difference is especially important in difficult economic times. Being prepared to accommodate this emerging communications technology is therefore a vital part of any operation.Edited by
Rory J. Thompson
