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WebRTC- The New Technological Force in Cloud Contact Center Solutions

WebRTC-The-New-Technological-Force

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.

 
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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