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WebRTC in Customer Service: Opportunities and Challenges : WebRTC promises to enhance omni-channel voice, video, and mobile Customer Experience

  • April 2015
  • 20 pages
  • Frost & Sullivan
Report ID: 2841906

Summary

Table of Contents

Introduction

Web Real-Time Communications (WebRTC) is a powerful and evolving open source standard that may be the answer to customers’ and companies’ communications needs. WebRTC allows customers and agents to make and receive voice and video calls and share files within their browsers’ windows. It uses HTML5 and JavaScript application programming interfaces (APIs) to facilitate browser-to-browser communication and data bridges.

As a result, WebRTC permits communication through the Web without software plug-ins or soft or hard phones. Moreover it enables customers to interact with voice and video through their smartphones without consuming costly wireless minutes. This benefit is becoming more important as customers increasingly “cut or don’t buy the cord”, and rely mostly or solely on wireless rather than on landlines. Created through the collaboration of the World Wide Web Consortium (W3C) and the Internet Engineering Task Force (IETF), WebRTC is actively supported by Google and Mozilla. But other companies, notably Microsoft, will be adopting it as it evolves.

But customer contact organizations face challenges in fully capitalizing on WebRTC. For example, not all browsers support it. How effectively organizations and vendors respond to these challenges will determine whether WebRTC will become a permanent part of the communications channel mix, and if so in what form.

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