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WebRTC, Revolutionizing Contact Centers

Posted by on in The @PresenceTech Blog
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We’ve all been hearing s so much about how contact centers need to migrate to a web interface. Ok- Let’s step back. Doesn’t matter if your solution is hosted or on premise, yes agents can now just open a browser and connect to almost any platform.

WebRTC, Revolutionizing Contact Centers

True there’s been some real innovation in the past few years for our market, but what everyone’s forgetting is … the voice interaction. Until now remote agents could connect to the platform via web, but a phone, softphone or similar device was still needed if there was any live voice interaction with the customer. In other words, it isn’t just about the browser, you’re IT team still needed to worry about a phone extension located who-knows-where allowing agents to connect and interact. Removing that need, the phone extension, from the equation would make life so much easier. So what’s the answer? Drum role please…Web Real Time Communications (WebRTC).

Here are several sources that explain in much more detail what WebRTC is, but

basically this new technology has enabled browsers with real time transmissions, of voice and video. And just like that the “who-knows-where” extension has been integrated into your browser. The possibilities are endless!  It’s not only about reducing IT costs, this also makes it easier for operations teams to reduce their training time. Connecting you to your remote agent’s weather they’re using a laptop, desktop, tablet or a cellphone. Your agent only needs a browser and a connection to the platform.
But WebRTC goes beyond voice and video on the agent side. It allows any kind of real-time transmission between two web based interfaces. Imagine having a button in your website that connects directly to your IVR, so the customer does not need to call you, but still have the ability to navigate through all your IVR options. According to Forrester, 73% of customers use voice to contact customer services, but web-based services are not far behind. So imagine how customer experience and customer engagement will be improved just by combining both web and voice using the same tool without a major investment in your platform.
So, is WebRTC the future of contact centers? No, its here now! And it’s already changed how customers and representatives. Are you ready to join this contact center revolution?

Last modified on
Rafael Escaño, Professional Services Manager Americas, Presence Technology
Rafael writes entries in both English and Spanish blogs