Why WebRTC for Private and Secure Audio, Video, Voice, Text, SMS and Data Collaboration?
- Businesses are beginning to rely on WebRTC for contact center operations and customer support, along with applications and collaboration features that incorporate video.
- One application is “click to call” and a “click to call back” feature as a first step for integrating contact center communications over the Internet.
- The advantage of WebRTC over other approaches is the ease of sharing contextual information between the caller and the agent, forwarding information between the parties using a browser and utilizing low cost scalable cloud services for deploying the applications.
- Using WebRTC in the contact operation can reduce costs and quality of service in multiple ways; by cutting back on the time needed for explanations between the parties; reducing costs for calls that may have previously been using VoIP or a legacy phone circuit; inter-agency conversation and training sessions; cross-agency conversation in the case that clients needed to be handed off to another more targeted service provider.
- Another promising WebRTC application incorporates both mobile phone voice and video, allowing inside call center support teams to carry out a productive mobile video and collaboration session during a service request call from a client. WebRTC applications also are able to initiate outbound contact to expedite the turnaround time in providing services to people needing help.
- As with other apps, service call applications are possible without WebRTC, but using WebRTC does offer integration advantages with other collaboration solutions mainly that all the conversation is secure in a private peer to peer (browser to browser) link between a user utilizing the WebRTC App on a smartphone, regular phone line, or desktop computer.
- WebRTC has appeal across multiple industries including everything from airline kiosks, to health care providers, and all services related to assisting the homeless, hungry, poverty stricken, addicted, and mental health communities.
- WebRTC has broad appeal both to enterprises, and to service providers who will use it to enable hosted applications and responsive content sharing.
- The future is very bright for WebRTC implementations and it is now supported by all popular browsers: Google Chrome, Firefox, Microsoft Edge, and Apple Safari and on about every desktop computer platform and mobile phone/IOT device.