WebRTC Solution for your Contact Center
Vocalcom WebRTC Solution provides a simplified, secure channel of communication including voice, video, and data over the Web and mobile apps.
Fifty years ago, the 1-800 number revolutionized customer service. Customers suddenly had a free, live connection to companies from the comfort of their homes. We are at a similar inflection point for how brands deliver customer service: today, people are contacting brands via the web with the expectation of a fast, helpful and human response. WebRTC unlocks a world of opportunity for contact centers to make customer interactions easier and more personalized, to further enhance the customer engagement experience. In other words, by employing WebRTC, customers will be able to easily reach out to your contact center agents through voice or video without leaving their browsers!
With WebRTC you can embed communications into web based enterprise tools such as CRM and build a completely customer-oriented experience. Users can communicate from within their primary web interface. Rather than staring at a phone interface, they can be interacting with the most relevant details of the person they’re speaking to, and provide a much better customer experience.
WebRTC helps make virtualization of the contact center possible: Because agents can use WebRTC-enabled browsers for communications, they are not tied to a specific desk or device, which means an organization can reduce size requirements for physical office spaces and be more flexible when recruiting agents. Vocalcom allows you to manage a team of home-based agents as if they are all in the same room - all using the same scripts, messages, call plan, CRM databases and more. All users log in to the same system, regardless of their geographical location. As long as an agent has access to a web-connected device, they can effectively work from anywhere.
WebRTC allows for click-to-call communications, creating a new channel for users to communicate with the enterprise. This feature streamlines communications and is easily embeddable in any company website or email signature. This means customers do not have to scour the website to find the right number to call, and then have to turn to another channel -- meaning, a landline or mobile phone -- to place the call. Rather, they can place calls directly from a company's webpage by clicking a button.
Improve first call resolution rates by enabling skills-based routing that automatically routes each call to the best available agent. Vocalcom’s Agent for Salesforce enables intelligent contact routing so the call and caller info are delivered in one, unified screen on the agent’s desktop – Salesforce®. Agents also avoid having to ask customers to repeat basic information - one of the best steps any business can take toward improving the service process and enhancing the customer experience.
Enterprises can save time and money with WebRTC, too. Utilizing the Web eliminates the per-minute fees associated with toll-free numbers, substantially reducing the cost of inbound calling for enterprises. In addition, enterprises will benefit from reduced handling time through the collection of customer context. For instance, when a customer signs in and searches a website for something specific, then uses the WebRTC click-to-call feature, the agent will receive that context automatically. This typically reduces the total time spent on the call by cutting out the information-gathering process.
Video calling is yet another advantage for contact centers using WebRTC. Services like Amazon's Mayday and American Express's live video chat help show that the interaction between a contact center and the user is enhanced with video calling. While enterprises can add live video chat through a new application like the Mayday Button (which is likely based on technology very similar to WebRTC), they can add a WebRTC click-to-video-call button by simply adding just a couple of lines of code.
The Vocalcom WebRTC Service is quickly and easily deployed with zero disruption to the existing contact center and customer service operations. WebRTC helps to reduce the contact center’s cost of ownership and adds additional levels of flexibility into how agents can be provisioned and managed. The Vocalcom WebRTC Service integrates with the Vocalcom SIP Contact Center solution, leveraging the Vocalcom routing and cross-channel contact infrastructure to enable a robust, scalable, and flexible virtual customer service solution across the entire organization.