Workforce Management Featured Article
WebRTC is Transforming the Call Center
WebRTC has been known to make a lot of operations much more efficient, especially now that it’s becoming more popular and is compatible with multiple browsers. The first thing that comes to mind is business conferencing. WebRTC enables thousands of people to hold meetings every day, despite where they are in the world. Therefore, it should come as no surprise that WebRTC is also becoming more popular in call centers.
Call centers are quickly becoming contact centers as they make the switch to omnichannel. Now, customers can choose to interact with call center agents through phone, Web chat, email, social media, and so on. WebRTC is enabling the omnichannel approach by allowing customers to connect with agents through the click of a single button. With no need to install additional plug-ins, agents are literally a click away if customers choose to connect with them by using WebRTC.
As Matt Grech writes in a recent Get VoIP article, WebRTC is also useful when it comes to contextual based support. As a customer, there’s nothing more frustrating than trying to communicate a problem to an agent, and them not understanding it. This happens quite often and it’s really no one’s fault. It can be difficult to understand a problem fully if you’re unable to see it—agents aren’t superhuman, after all.
WebRTC rids customer service of this issue by allowing agents to see what callers are seeing. As Grech writes, “A true digital experience would not only allow a user to receive help right away, right on the website or in the app they are using, it would also allow the agent to browse alongside with them, and gain access to the relevant information the agent needs without any work on the user’s end. This isn’t very foreign, and in fact WebRTC is already being used to create this experience.”
He points out that WebRTC is specifically helpful in this endeavor because: “WebRTC is a JavaScript API developed with the purpose of establishing communication functionality directly in your Web browser without the need for downloading any plug-ins or clients;” thousands of Web browsers already support WebRTC; and it also works on most popular mobile devices.
Essentially, WebRTC allows for ease of use, accessibility, and fewer headaches. Those are all things that customers and agents desire during every experience. So why not invest in WebRTC for your contact center today?
Edited by Maurice Nagle
