Contact centers continue to evolve rapidly and a relatively new technology, WebRTC, promises to make it easier than ever to enhance customer support by enabling users of web browsers to support voice and video calling without downloading any client software.
How does WebRTC fit into the contact center mix? Here are four ways WebRTC will play out in the contact center space 2016:
1. Caller uses WebRTC from a website. When WebRTC was developed, most use cases focused around video conferencing (competing with Skype) and click-to-dial widgets for websites. The click-to-dial widget approach assumed that if surfers were already on a website and a channel of communication was already open, why divert users to another, external channel (the phone)?