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June 25, 2013

Presence Technology Demonstrates the Value of WebRTC in the Contact Center


The contact center industry is bracing for something big, and that’s the advent of WebRTC as a contact center technology.

WebRTC, or “Real-Time Communication” is the standard behind a free, open project designed to allow high-quality, real-time communication applications to be developed in the browser via simple Java APIs and HTML5. What it essentially means is that you can easily engage in video or audio communications with people all over the world as easily as clicking on a link. From a social media perspective, it will enable cross-platform and cross-browser video and audio communications with far less fuss and preparation than it does now. From a contact center perspective, it means you will be able to communicate with your customers – and allow them to communicate with you – in entirely new ways.

For the call center, WebRTC will blur the line between voice and Web communications. The standard is expected to create new users of technologies such as Web chat combined with voice, click-to-chat and even video calling. The typical customer today might browse a company Web site and – if he or she wishes to speak with an agent about a product or service – dial in to a toll-free number to continue the session. He or she must then direct the agent who answers to the Web page in question so both parties are looking at the same page. But WebRTC will entirely change the game because it will essentially sync the voice or video call and the customer’s browsing session.

Contact center solutions provider Presence Technology, an exhibitor at WebRTC Conference & Expo, happening this week, and a Gold Sponsor at the event, has positioned itself on the forefront of customer service by developing the first agent module to operate with WebRTC via a 100 percent Web application. The benefits, the company says, range from cost reduction associated to installation of additional software and third party-extensions (Java, Flash, ActiveX, plug ins) to the simplifications of the architectures centers, improving processes, assuring round-the-clock availability and premises scalability and boosting quality of service. A WebRTC-enabled contact center facilitates communication and ensures higher quality audio, as well, which helps agents become more efficient and exceed customer expectations.




Edited by Stefania Viscusi
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