While many enterprises ought to explore their own WebRTC use cases, contact centers are leading the way in adoption of the browser-based technology.
This year, the contact center is the clear winner of WebRTC adoption. Within contact centers, four different WebRTC use cases generally emerge:
1. Web customer to agent:
Also known as click-to-talk. A widget is added to a website, enabling interaction between customers from the website to an agent in the contact center.
2. Customer to Web agent:
Where the customer uses a non-WebRTC channel to access the contact center, and the agent uses the browser and WebRTC to answer the call.
3. Web agent to customer:
Where a salesperson contacts a customer, prospect or partner directly from the customer relationship management (CRM) system without picking up the phone.
4. Agent to Web surfer:
A Web surfer on the website is targeted based on his or her relevance.
The above WebRTC use cases are ordered by the popularity of the vendors offering them. But arguably the most popular and successful WebRTC archetype today is the second one: customer to Web agent. Why is that?
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