The WebRTC standard solves a very common problem: incompatibilities for real-time communications. Today, to place audio / video calls from a computer, users need to download proprietary software & create accounts. WebRTC leverages the recent trend in which the web browser is the "application", & facilitates browser based communication, with no software downloads or registration needed. WebRTC standardizes browser based communications, enabling audio & video communications, & data bridges to support text chat or file-sharing.
WebRTC is an ideal solution for customer care solutions to allow direct access to the contact center. For example, a user of a mobile customer care application could click one button to directly talk to an agent, without leaving the application or its context. Similarly, customers (or prospective customers) browsing a website, whether on a mobile device or on their computer, could easily initiate a chat with an agent. The overall effect is a seamless experience that eliminates the "context gap" – customers no longer have to search for a contact center phone number or wait for a call back, or re-explain the issue from the beginning to a contact center agent.
Teckinfo’s award winning InterDialog UCCS (a Unified Communication Solution) can be integrated with WebRTC to comprehensively provide the customer an option & the gateway that facilitates person-to-person communication, including contact center solutions – providing a way to replace traditional voice streams or to easily bridge WebRTC media streams with others such as PSTN or SIP. We are proud to say that we have live implementations for our customers using this latest technology.