Introduction to WebRTC

What is WebRTC

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.

Advantages of implementing WebRTC.

At Phonon, we have provided one centralized solution from where the agents can take and make calls from our application itself from just the click of a button.
Increasing the agent efficiency and improving the agent convenience by eliminating the 3rd party device to manage calls.
We have also provided basic and configurations to the admins like Auto Answer (incoming calls) Auto-Answers After (sec) so that admins can manage their call center setup as per their convenience.
Integrating WebRTC solution with the Phonon application makes life of agents simpler by allowing them to handle calls through our application itself.
This solution eliminates the clients’ cost of owning dedicated landlines or 3rd party softphone applications, so it highly cost effective and reliable source of VoIP.
DLTS-SRTP encryption makes the call connection highly secured.

How WebRTC based communication works

Key Benefits of Web RTC on Agent UI

	Save Cost	With Phonon WebCall, agents can take calls directly from the Central Agent UI, so you do not have to procure any additional Softphone Licence, Deskphones or Mobile Phones for your agents! Considering an average cost of ₹3,000 per license or deskphone, for every 100 agents, that’s a saving of ₹3,00,000!
1	One Provider	By working with a single provider providing the end-to-end call center solution, you remove the headache & time cost of: Procuring from multiple providers Security audits for selected providers Pricing discussion, etc.
2	Quick Deployment	With Phonon WebCall available pre-integrated, the time-to-go-live is drastically reduced. Now, Call Centre is just get-set-go process!
3	Improved Agent Experience	Increasing the agent efficiency and improving the agent convenience by eliminating the 3rd party device to manage calls.
4	More Productivity	Advanced Features such as Auto Answer removes the time wasted to receive incoming calls, and time wasted due to telecom delays. With Auto Answer enabled, the calls get connected in an instant the call is allocated to the agent! Since VoIP calls do not face telecom congestion issues, calls also do not get missed / not land on the agent.
5	Better Security	DLTS-SRTP encryption method, makes the call line highly secured and it also detects man-in-the-middle attacks
6	Operational flexibility	As the contact center solution integrated with the Phonon WebCall can reach any location, agents can work from home or any other location. All they need is an internet connection and a compatible web browser. They no longer need to be present at the main call center.
7	Mobility	Allows the agent to remotely access the phone system.