Vocalcom has revolutionized its cloud contact center solution by collaborating with Google to bring WebRTC to contact centers, allowing them to reduce their total cost of ownership by as much as 50%. The Vocalcom WebRTC solution is the first and only cloud contact center with zero on-premise hardware, software, and telephony infrastructure. This development allows contact center agents to use the Vocalcom cloud contact center solution agent desktop on Chromebooks through WebRTC-enabled interfaces. Within a single window, the solution puts the customer record front and center, with the most critical and recent information in clear view. The agent may then search easily for more details, as all of the customer’s interaction history—across all channels—is there in one place. Customers may then initiate contact with a company representative or customer service agent directly from the website without a need for installing an additional third-party application.
WebRTC is a communications standard that enables Web application developers to write rich, real-time multimedia applications on the Web, and it does not require additional plug-ins, downloads or installations because the Web browser is the application itself. The standard comes fully equipped with all that is necessary to engage in real-time, multimedia communications—whether it be via phone, video call, email, chat, SMS, or social media.
The Vocalcom WebRTC solution brings a wealth of advantages to contact centers including increased ease-of-use, rapid connectivity, and cost efficiency as agents are able to connect quickly and efficiently with customers in real-time across multiple channels. For the customer, any web browser may be used as WebRTC works easily and efficiently across multiple platforms, allowing for a seamless customer experience.
Vocalcom wants to manage the entire customer engagement journey said Anthony Dinis, CEO of Vocalcom, in a statement. “Self-service features, the contact center, social and mobile have never been intimately connected. By introducing WebRTC in the contact center world, Vocalcom enables video everywhere, on any device, from smartphones to tablets, laptops, and PCs, adding comfort and trust to the whole experience. With the advent of the WebRTC standard, lightweight voice and video services are now implemented directly into browsers that support HTML5. This eliminates the need for additional software or plug-ins installed by the customer.”