We sat down recently for a conversation with Dialogic’s Chad Hart, Senior Director Product Marketing, to discuss how Dialogic’s customers are using WebRTC to improve their business operations. As we noted in our coverage earlier this year discussing planned uses for WebRTC, businesses are beginning to rely on WebRTC for contact center operations and customer support, along with applications and collaboration features that incorporate video.
One application that Hart was quick to mention was a “click to call” and a “click to call back” feature as a first step for integrating contact center communications over the Internet. Hart noted that “click to call” and “click to call back” have been available for over a decade using other technologies, but the advantage of WebRTC over other approaches is the ease of sharing contextual information between the caller and the agent, forwarding information between the parties using a browser.
Using WebRTC in the contact operation can reduce costs in two ways—first by cutting back on the time needed for explanations between the parties, and second by reducing costs for calls that may have previously been using VoIP or a legacy phone circuit. Typically, contact centers will deploy a “click to call back” as a first step, then move to fully functional “click to call” once business operations can support the first step.
Another promising WebRTC application incorporates both mobility and video, allowing inside tech support teams to “see what I see” as field technicians forward mobile video and images during a service call. As with other apps, this application is possible without WebRTC, but using WebRTC does offer integration advantages with other collaboration features.
Other highlights of Hart’s experiences with WebRTC deployments:
- Companies typically use WebRTC for audio apps and voice communications before they move to video.
- WebRTC has appeal across multiple industries including everything from airline kiosks, to health care providers.
- WebRTC has broad appeal both to enterprises, and to service providers who will use it to enable hosted applications and content.
Dialogic’s President and CEO Kevin Cook also discussed other use cases his company is seeing with WebRTC at a recent conference, and his presentation is available on video by clicking here. Cook begins to discuss other use cases at minute marker 15:30 on the video.
Our thanks to Dialogic for sharing their experiences with this emerging collaboration trend.