...
WebRTC is a solution that provides the facility for the users to make and take calls through the internet browsers.
As the name suggests, Web meaning internet, and RTC meaning Real Time Communication, this solution allows a user to manage calls through internet browser.
It also simplifies the browser communication and improves customer experience. Some of the WebRTC based applications are WhatsApp, GoToMeeting, Google Meet, etc.
The customer details and all other information is accessible on the Agent UI, so why not provide the facility to eliminate the dedicated devices to make / receive calls and provide a single platform to handle calls and manage the customer information on our Agent UI itself.
WebRTC vs PSTN vs Softphone
WebRTC | PSTN | Softphone |
|---|---|---|
Provides built in browser based call management | Requires dedicated line to manage the calls. | Requires installing 3rd party software application to manage calls. |
Convenient for the agents to operate handle calls from the Agent UI itself. | Causes inconvenience to the agents to work with customer over the call. | Agents are dependent on the application services to manage calls. |
Highly scalable and high mobility. | Limited scalable and low mobility | Requires regular software updates to make it scalable. |
Calling is made through VoIP so it is cheaper to operate. | The call charges are quite higher than VoIP. |
Advantages of implementing WebRTC solution
...