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5 Ways WebRTC Will Boost The Power of Contact Centers

Contact centers continue to evolve rapidly and a relatively new technology, WebRTC, promises to make it easier than ever to enhance customer support by enabling users of web browsers to support voice and video calling without downloading any client software.

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5 Ways WebRTC Will Boost The Power of Contact Centers

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  1. 5 Ways WebRTC Will Boost The Power of Contact Center

  2. 1. Caller uses WebRTC from a Website When WebRTC was developed, most use cases focused around Web (Video) conferencing Software and click-to-dial widgets for websites.

  3. 2. Agent Uses WebRTC to Receive a Call Users dial in and routed through a company’s Interactive Voice Response (IVR) to the contact center. Once there, instead of being routed to a physical phone or even a software client on the agent’s desktop.

  4. 3. WebRTC is Simple & Easy to Use WebRTC does not require any hardware, its usage becomes quite easy. When it is installed on a system, a web browser becomes the full-featured communication system eliminating the barriers of the hardware.

  5. 4. Complete Automation is Involved In WebRTC, call routing is completely an automated process since the application is configured on the agent’s desktop. Whenever a user agent makes a call request, the call is routed through the appropriate contact center software.

  6. 5. Call Surfers Targeted via analytics When people browse websites, a lot of information is collected, like how long have they been looking at certain pages, where they are from, what they clicked, etc.

  7. Published by: Hodusoft.com

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