The contact centre glossary covers many of the most common vocabulary, measurements and technologies related to call centre software and customer experience.
WebRTC is a communications standard developed by the W3C in close cooperation with the RTCWeb standard developed by the IETF. RTCWeb functions at a lower protocol layer; WebRTC enables the embedding of this functionality in applications and websites. The protocol is commonly used to support voice or video chat between peers.
The WebRTC standard solves a very common problem: incompatibilities for real-time communications.
Today, to place audio or video calls from a computer, users need to download proprietary software and create accounts. WebRTC leverages the recent trend in which the web browser IS the “application”, and facilitates browser-to-browser communication, with no software downloads or registration needed. The browsers themselves include all the capabilities needed to support the standard. WebRTC standardizes communications between browsers, enabling audio and video communications, and data bridges to support text chat or file-sharing.
Though the WebRTC standard has obvious implications for changing the nature of peer-to-peer communication, it is also an ideal solution for customer care solutions to allow direct access to the contact centre. For example, a user of a mobile customer care application could click one button to directly talk to an agent, without leaving the application or its context. Similarly, customers (or prospective customers) browsing a website, whether on a mobile device or at their computer, could easily initiative a chat with a customer service agent.
The overall effect is a seamless experience that eliminates the “context gap” – customers no longer have to search for a contact center phone number or wait for a call back, or re-explain the issue from the beginning to a contact center agent.