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October 02, 2013

Why WebRTC is Good for the Call Center

Advancements in telecommunications generally focus on new innovations that ease traditional processes and keep us more in touch with our partners, customers and colleagues. When current technologies are enhanced to improve communications by blending two concepts into one, the benefits can have far-reaching results.

This is where WebRTC fits, bringing greater functionality to platforms we already use. According to a blog on DrVoIP, it can be considered a built-out browser now complete with a teleconferencing system. The typical user has had access to teleconferencing for some time, as long as they had the right tools and plug-ins to make it work. For the call center that wanted to make a direct connect to its customers, this challenge proved difficult to overcome.

WebRTC offers a powerful alternative, eliminating the need to download the plugin or any other type of software to ensure real-time communications. Users can leverage WebRTC to establish real-time connections on a platform that experts expect will transform the communications landscape. The technology enables browser-to-browser communication, leveraging the capabilities browsers already have to support voice and video communications.

This is an ideal situation for the customer service division seeking to make a direct connection with a customer. If a current or prospective customer is browsing the website on a smartphone and needs to make a connection with the call center to ask a question, he or she can easily open a real-time voice and video interaction with a call center agent. As long as the consumer is using an Android or iPhone, they can leverage the power of WebRTC.

Such technology eliminates the need to search for the call center number or wait for a return call, which can lead to a lost sale. Now, a live customer service representative can seamlessly join the interaction, providing the assistance the consumer needs and improving the opportunity for conversion. WebRTC freely mixes the media streams from WebRTC with those of SIP and PSTN, which are already coming into the call center.

The use of WebRTC for the contact center is truly leveraging next generation technology that enables a whole new approach to communications. Consumers are mobile, and they complete their transactions from a variety of different devices. Customer service operations have to be able to accommodate this demand with flexibility and seamless technologies that leverage the power of the browser and real-time interactions.

WebRTC standardizes communications, creating the bridges for video, audio and data communications necessary to support file sharing and text chat. For the call center seeking to deliver an enhanced experience for the customer, it is the ideal approach to seamless communications, as it guarantees that both parties have everything they need to effectively communicate.

Edited by Blaise McNamee
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