Contact Center Pipeline January 2023 January 2023 - Page 52

WEBRTC

ILLUSTRATION PROVIDED BY NATALIYA KALABINA ADOBE STOCK

HOW WEBRTC ADDRESSES REAL WORLD CHALLENGES WEB REAL-TIME COMMUNICATIONS IS COMING INTO ITS OWN AS INVALUABLE CHANNEL .

BY MICHAEL PUCCINELLI , SINGLECOMM

Whether it ’ s polyester leisure suits or rotary phones , times change and preferences evolve . But one thing remains the same : contact center challenges .

Modern times mean modern issues . The year 2020 saw the advent of a pandemic that ’ s had lasting effects on how Americans work , play , live , and communicate . This was followed by worldwide supply chain woes and The Great Resignation , impacting how ( and whether ) consumers obtain goods and services .
Even new technology has the potential to wreak havoc . While the lockdown inspired the proliferation of new platforms , our increased connectivity can leave consumers vulnerable to cyberthreats , identity theft , and more .
How can contact centers respond ? With increased trust and reliance on
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WebRTC ( Web Real-Time Communications ) for inbound customer contact – and more .
WEBRTC : THE REAL DEAL FOR THE REAL WORLD
Just as the name suggests , WebRTC gives websites and mobile applications the ability to communicate in real-time via APIs . This enables real-time chat , voice , and video to be embedded in common , everyday browsers without plug-ins or downloading native apps .
WebRTC allows apps developed for browsers , mobile platforms , and Internet of Things ( IoT ) devices to communicate via a common set of protocols for fast , easy data transfer .
My company was one of the first to adopt WebRTC more than a decade ago , and we have a firsthand understanding of the benefits the technology delivers .
Having embraced the technology from the beginning , it ’ s gratifying to see how it ’ s taken hold and taken off . Considering the advantages , it ’ s really no surprise .
WebRTC has endured the test of time for several key reasons :
• WebRTC is fast . Just under 500 milliseconds-to-delivery fast . In fact , WebRTC is the fastest internet protocol available . This makes WebRTC ideal for speed-critical endeavors , as well as efficient transfer of data for scripting and other agent / customer interactions .
• WebRTC is secure . WebRTC is built for security from the ground up . Because of its real-time nature , encryption isn ’ t just mandatory , but also enacted in triplicate via three encryption specifications .