WebRTC- The New Technological Force in Cloud Contact Center Solutions

WebRTC- The New Technological Force in Cloud Contact Center Solutions

WebRTC is one of the best digital disruptive technologies around. The best feature of this communication interface is that it integrates the advantages of siloed communication channels used by a business at its various touch points and offers seamless connectivity. WebRTC has been around from the beginning of this new decade and it is a really efficient solution that can easily transcend technological and communication barriers that businesses and their customers face in their interactions. 

Big companies like Cisco and Genesis which are considered to be pioneers of the unified communication suites and hardware solutions are spending billions of dollars in the development of WebRTC as they have realized the tectonic shift it can bring about in the sphere of communication.

Amazon has successfully integrated this technology as a widget on its Kindle Fire HDX e-book reader and has named the feature ‘Mayday’. This feature allows users to connect live with contact center executives and ask for any kind of assistance with the help of Cloud Contact Center Solutions. This is only the beginning of a very promising future. Much more is yet to unravel.

Why should you consider WebRTC for your contact center?

WebRTC is a real-time communication technology which makes communication completely customer-centric. In the context of a contact center, the IVR system can receive a call and then route it to the web browser of the agent instead of a physical phone or CTI software. It is so quick that customers and prospects are mightily impressed.

There is neither the hassle of dialing numbers, nor the constant pain of having to wait in a queue as the call center ACD tries to determine which agent would be best suited to deal with your problem. There is no chance of finding faulty connections or engaged lines. In this fast world, time is an asset and no one is willing to waste even a single minute. The problem is understood and redressed easily. All this has greatly shortened the length of the sales cycle of a product and has lead to higher percentage of successful lead conversion.        

 What are the advantages of WebRTC?

 Customer service providers are increasingly cozying up to the idea of WebRTC. Let us find out why.

  • Cost-effectiveness: WebRTC can provide you the competitive advantage over your peers because of its cost competitiveness when compared to unified communication software and VoIP. The maintenance and licensing costs of these licensed products are very high. In addition, consider the cost of installation and training your staff to optimize the benefits. The cost incurred on higher internet bandwidth is easily offset by the savings mentioned above. WebRTC is a free, open source API that allows you to make suitable adjustments for better adaptability to your business needs, at almost no additional cost. WebRTC also enjoys interoperability with other UC and VoIP technologies that you have been using. No infrastructure upgrades are required. You can also enjoy the scalability because of its economic advantages.
  • High audio and video quality: One huge advantage is that WebRTCs allow the users to use high-quality videos with great audio support without having to install plugins. That means the customers can enjoy additional benefits without having to learn anything new. The first call resolution is significantly higher as the agents can understand and analyze the problems due to face-to-face chat, and need for shooting multiple follow-up emails has gone down. This has increased customer satisfaction while at the same time improving the productivity of your agents. It also has the potential to partially or completely replace inbound toll-free telephone calls. Toll-free numbers have very high pulse ratings. Due to their replacement, a contact center can enjoy more cost benefits. The low-cost-high-quality video and audio facilities can be used not just in the agent-customer interface, but also in collaboration between agents and employees across multiple branches of your organization.
  • Integration into mobile apps: WebRTC now comes embedded in a host of mobile apps. This allows businesses to leverage messaging and video chats as reliable channels to connect with customers on the fly. That makes the technology highly scalable and device independent. It also makes the handoff seamless and customers enjoy the right to choose whichever channel they want to use at a given point.
  • Personalize customer experience: Since it is web-based, analytics can be easily used to collect useful information about the customer from their interaction with the company website or closely analyzing other browsing habits and data. The data is then fed into the CRM. Agents can then call the high-value targets on a real-time basis and make a strong, personalized sales pitch.
  • Platform agnostic: Useful data can be freely exchanged across WebRTC-enabled browsers and web services applications. The functionality is independent of the browser OS.

 

The list of advantages can run into several pages and still more can be added. Most contact center managements have already realized the importance of WebRTC technology along with Cloud Contact Center Solutions to boost sales through higher customer retention by providing an optimum UX.

WebRTC is one of the best digital disruptive technologies around. The best feature of this communication interface is that it integrates the advantages of siloed communication channels used by a business at its various touch points and offers seamless connectivity. WebRTC has been around from the beginning of this new decade and it is a really efficient solution that can easily transcend technological and communication barriers that businesses and their customers face in their interactions.

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