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March 06, 2014

What Happens to a Contact Center Once WebRTC is Thrown into the Mix?

Unless you actually count the number of people still using Internet Explorer, you'd find that there are tons of others who have WebRTC-compatible browsers installed. Most of these browsers update automatically, making it super easy to make features without having to update software on everyone's machines. But what does WebRTC do on the contact center's side?

With WebRTC, voice and video become a cinch compared to how it would be by using some third-party workaround that probably will collapse under the weight of its own code. But WebRTC has some things it really needs to work on. For example, it needs to save money, save time and improve both user and provider experience. This is a very difficult task, since lots of contact centers are already adopting some of their own third-party solutions to this problem.

So, would WebRTC ultimately benefit the contact center? It depends on who you ask. For example, WebRTC can definitely help a sales pitch go through. If you're dealing with high-value products and transactions, attaching a voice and a face to whomever speaks to your customer is absolutely essential to gain his or her trust. WebRTC can keep customers attached to your services. Voice and video do wonders to retention.

However, there's also an ugly side to all of this. For example, you'll have to make sure that your representatives are very visually pleasing, wear proper attire, minimize any visual tics, and be based in a place where conditions look appropriate for a one-on-one fireside chat. Also, as customers become more attracted to whatever you're offering, there will be more calls. As a consequence, you'll need to hire more agents and keep paying immense bills. That doesn't exactly look like the type of situation a high-pressure business will want to find itself in.

Ultimately, it's not absolutely certain that WebRTC will transform contact centers -- it's more likely that it will simply add another dimension to how contact centers interact with customers.

Edited by Rachel Ramsey
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