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Why You Should Use WebRTC for Your Contact Center
May 18th, 2016

Why You Should Use WebRTC for Your Contact Center

Although WebRTC burst onto the scene in 2012, it didn't really take off until recently, as a growing number of web browsers found ways to support this new technology. Now, with all this availability o...

Summary

Although WebRTC burst onto the scene in 2012, it didn’t really take off until recently, as a growing number of web browsers found ways to support this new technology. Now, with all this availability out there, we want to make sure you know how to use WebRTC for your contact center.

An article on infoq.com, 4 Benefits of Switching your Contact Center Agent Software to WebRTC, written by Tsahi Levent-Levi, discusses not only the viability of using WebRTC for your contact center, but 4 tips to help you get started.

Why exactly are contact centers thinking of, evaluating and even switching to using WebRTC for the agents in the contact center? There are many reasons, but the biggest one of them all is the process we see happening everywhere else – technology and the internet are redefining whole industries.

A few of the benefits that Levent-Levi discusses include:

  1. Reduce TCO
  2. Increase workforce flexibility
  3. Reduce risk of expansion
  4. Increase visibility

But how, exactly, can you get WebRTC into your contact centers?

If you need to get WebRTC to work inside contact centers to replace the phones of your agents, there are several approaches.

The easiest way in such cases, is to rely on SIP over WebSocket, which enables using the SIP protocol directly from a web browser. But there are a few alternatives as well, including:

On-premise – Use a PBX that supports WebRTC or build or purchase a ready-made gatweway

Cloud – Admittedly, this is an option that will offer you the least amount of hassle.

No matter how you look at it, WebRTC is a powerful tool for contact centers. True, this can be said in a variety of industries, but with contact centers the benefits of replacing the agent VoIP software with WebRTC are felt immediately.

These benefits usually come with low risk and minimal changes to the customer experience, meaning it’s a win-win.

Here are some related articles:

WebRTC and Unified Communications: The Next Innovation?

WebRTC and VoIP


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