Page 16 - Telecom Reseller FebMar 2015

16 Telecom Reseller
February/March 2015

PLASMAN
continued from page 13

technologies endure.
WebRTC in the contact center.
Also slowing down adoption has been the
Replacing inbound (toll free) numbers with
misconception about the applicable use cases VoIP
for WebRTC. As WebRTC is a technology Using WebRTC, “click-to-call” a sales
framework and not a network, it is not a going or support service can be embedded in a
to change person-to-person communication;
company’s website, mobile app or on banners
it ofers the capability to start a call from a spread around the Internet as ad placement.
browser, but doesn’t handle call routing and his simple action enables an additional channel
addressing. In other words, the technology in for users to communicate with the enterprise,
and of itself doesn’t allow someone to open any which may over time replace inbound calls
browser to call a friend or a colleague (through the browser) like the telephone network does.
via the telephone network. his brings several beneits for the enterprise:
Although the use cases for WebRTC are more Better customer experience, since customers
limited than initially imagined, the fact still or prospects don’t need to “switch channel”
remains that WebRTC can add tremendous from the web page they are visiting or
value to speciic applications, especially for smartphone application they are using, toward
enterprise contact centers.
dialing a phone call.
Use cases for WebRTC in the contact center
Reduced handling time through collection
In Part 1 of this two-part article, I’ll explore of context. he Web enables the company
two of the most interesting use cases for

Although the use cases for
WebRTC are more limited

than initially imagined,

the fact still remains that
SOLUTIONS
WebRTC can add tremendous

value to speciic applications,

especially for enterprise

contact centers.

to know more about the customer. When a
customer signs in and browses a website looking
for something speciic, all that information
can be passed along with the call to the agent
(information collected during the call itself),
reducing the time it takes compared to a regular
phone call.
Improved quality of the call. WebRTC
introduces HD voice, improving the user’s
experience during his or her interaction with
the company.
Lower costs, especially compared to toll free
numbers. WebRTC allows customers to get
in touch with customer support with no per
minute costs. For enterprises, costs of inbound
calling via WebRTC are a fraction of what it
costs to use a toll free number.
While click-to-call buttons have been
available in the past, these used proprietary
sotware and required installation of plugins.
Introducing live video support
Services like Amazon’s Mayday and AMEX’s
Live Video Chat have proven that video
calling improves the interaction between web
application users and the contact center. While
this can be done through a complete new
application like the Mayday Button (albeit based
on technology very similar to WebRTC), adding
a “click-to-video-call” button using WebRTC
can be done with just a couple of lines of code.
Beyond traditional customer support, several
new applications are emerging that use real-time video interactions as part of a web application,
or even totally new business models. For
example, a number of micro consulting/services
sites have emerged (e.g., PopExpert), that bring
together experts (or in the case of PopExpert,
life coaches) with their consumers into face-to-
face online consultations.
Tune into the next issue to learn about the
third use case for WebRTC in the contact center.
You’ll also get an inside look at how I envision
WebRTC playing out over the next year! ■

www.telecomreseller.com

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