Four Benefits of Switching Your Contact Center Agent Software to WebRTC

Some view WebRTC as a technology with a lot of potential that has not yet been fulfilled, but the opposite is true. You just need to know where to look in order to find WebRTC in use. One such hidden area where WebRTC is making inroads is the contact center: While you may not even know it, your most recent call to a contact center might have been picked up in a browser using WebRTC.

Why exactly are contact centers thinking of, evaluating and even switching to using WebRTC for the agents in the contact center? There are many reasons, but the biggest one of them all is the process we see happening everywhere else - technology and the internet are redefining whole industries. Contact centers are rapidly changing, moving towards becoming omnichannel machines where customers can skip across channels while the context of their interactions is maintained. This is not always the case. I had my own share of broken interactions across channels - getting it right isn’t easy.

What are the benefits of such a move? What do contact centers gain out of this transition to using WebRTC for their agents instead of VoIP clients or physical desk phones? Here are four such benefits.

Reduce TCO

In a contact center, there are two main vendors: the CRM vendor and the call center vendor. One offers the database of customer interactions while the other is in charge of taking calls from customers. Modern CRMs today have their front-facing UI for the agents residing in the web browsers using HTML5. Modern call centers use VoIP to run in the enterprise LAN. The two vendors in the contact center are now looking at this new technology called WebRTC - the CRM vendor and the call center vendor. What is each of them seeing and how are they going to cope with this new technology?.

The CRM vendors run in the web, so the Web part in WebRTC appeals to them. The call center vendors handle Real Time Communications, so the RTC part in WebRTC appeal to them. When both of these vendor types make an attempt to fuze WebRTC into their product - who’s going to win the hearts of potential customers?

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