WebRTC is all about convenience and creating a seamless transition from your website to your organization. webrtc.org defines WebRTC as a “free, open project that provides browsers and mobile applications with Real-Time Communications (RTC) capabilities via simple APIs.” It allows your customers to make browser-based voice and video calls without the need for a third party plugin.
WebRTC will have a huge impact on the future of the contact center and universal communications industry. Customers will be able to open a browser or mobile app to start a voice or video call and add screen sharing to receive real-time support. WebRTC allows for seamless escalations between channels to communicate with customers in the most effective medium.
Agents answering the calls will receive the contextual information surrounding the customer and be able to provide faster and better customer service. Previously the customer would need to go through layers of IVR menus or re-provide contextual and personal information to a contact center agent, slowing down the service and creating frustration.
WebRTC brings benefits to your contact center:
Seamless communication – A company’s website is the first point of contact for many customers. If they are unable to find the information they require, some customers will try to find it through your organization’s contact center, while others will stop the search at your website. WebRTC removes the barriers by creating a seamless user experience from your website to a voice or video call, so that no one stops the search at your website.
Preserved context – When a customer calls a contact center using a webpage or mobile app the context from the page or log in information can be preserved. For example, initiating a call from within a product support page can pass in information about the logged in user, which page they are looking at, or where they have been before the current page on your site. If you’ve already authenticated the user on the web, this information can also be passed into the Audio/Video contact, which means bypassing time consuming customer identification questions in IVR or with an agent.