#AskYtel: WebRTC & Contact Centers

Brian Keep, Ytel |  

There's been a lot of buzz about WebRTC lately and we're here to provide some insight and information for contact center owners, managers and  consultants who are curious to learn more about this technology and what it means for your business.

There's been a lot of buzz about WebRTC lately and we're here to provide some insight and information for contact center owners, managers and  consultants who are curious to learn more about this technology and what it means for your business. 

WebRTC & Your Contact Center

WebRTC is an advanced, open-source platform that enables high quality communications in network, audio and video components that are typically used in voice and video chat applications. Real-Time Communication (RTC) implies Communication between browsers is now simplified, enabling audio and video communications, and data bridges to support text chat or file-sharing.

Web browsers Chrome, Firefox and Opera are supported by the WebRTC update. 

So, what does this mean for your contact center?

It's pretty simple. Customers will be able to connect with agents through voice, chat, or video without ever leaving their browser (as long as it is compliant with the technology). Downloading an application or plugin to solve an issue is no longer required. WebRTC brings more reliable communication with a stronger connection at a lower cost.

Contact centers can cut substantial costs with WebRTC because they no longer need to pay for toll-free telephone numbers. In turn, your customer service has the opportunity to increase substantially, because you're able to easily communicate with your customers on the channel they prefer. As a business owner, you know that customer experience should consistently be at the top of your priority list. WebRTC will support you in getting there efficiently. Learn more about WebRTC in the contact center industry. 

And what does a better customer experience mean? For businesses, especially contact centers, it leads to:

  • Increased revenue
  • Additonal customer referrals
  • Cutting costs 
  • More growth and success! 
Read more about the WebRTC open-source project.

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About The Author

Brian Keep, Ytel

Follow me on Linkedin

As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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