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Key Reasons to Consider WebRTC for your Call Center

Reasons to Consider WebRTC for your Call Center

Did you know that there are 2 billion Chrome browsers with WebRTC today and 1 billion WebRTC video/audio minutes per week on Chrome?

The term WebRTC is hardly heard or known to people outside the tech industry and is usually out of mainstream news headlines. However, looking at the figures mentioned above, it certainly doesn't look like a less popular term or technology anymore. With the numbers growing at an exponential rate, it is being considered as one of the fastest growing technologies by far doing much better than any of the previous VoIP technologies at the six-year mark.

Introduced only 6 years ago, it is a relatively new technology which has been helping call centers to continuously evolve at a rapid rate. This technology continues to amaze us by making it easier to enhance customer support. This is possible when you enable the web browsers to support video and voice calling without installing any kind of client software.

What is WebRTC?

Web real-time communications is an open framework which enables real-time communications through a browser. It mainly consists of the basic blocks for high-quality communications which include network, video, and audio components. When implemented in a browser, these basic blocks can be easily accessed through a JavaScript API and enables developers to create their own RTC web app without any difficulty. The three main elements of this include -

  • Audio
  • Video
  • Network

Key Reasons to Consider WebRTC for Call Center

Contact centers are increasingly making use of this technology in their daily operations. So what may be the reason for this massive rise in its popularity? Here are some of the key reasons to consider it for call center -

  • Increase Visibility

    The call center and the CRM are highly correlated and can prove to be expensive as they both come from two different service providers. By hiring a single vendor for your webRTC-based CRM and call center can help you get an integrated product which will provide you with a better picture of how the business is operating.

  • Increase Employee Flexibility

    Web real time communications in call centers are operational inside the browser, which means one less software application to download, install, and maintain it. When you shift to this there is nothing to download, install, or maintain. The browser is used for the CRM software already. Upgrades to the browser are automatic these days and are updated by loading the HTML page whenever the user logs in.

  • Reduce the Total Cost of Outsourcing (TCO)

    A contact center needs two services to operate their daily business, one is CRM and the other is the call center. One service provides the database to maintain all the client interactions and the other is responsible for taking calls from clients. However, leveraging WebRTC in call center helps to combine these two components and provide the organization with an integrated product and hence results in cost savings.

  • Reduce the Risk Associated with Expansion

    If a company is growing at a massive rate across different countries and regions they will, at some point, need a contact center to address complaints. With this technology, companies are able to reduce the time to set up a new call center in a new country within a short time. This is possible as there are no physical servers required to set up the call center.

  • Planning to set up a call center, but not sure what it takes?

WebRTC is Bringing "Customer Service of the Future" to the Present

Browser-based video and voice support is already disrupting the call center industry. It allows users to directly connect with agents without having to leave their current mobile or web application. Further advancements in this technology will also help the agents to be aware of the context of the client issue and provide a quick resolution.

A high-speed internet service will only boost this technology. Ultimately, businesses will be able to -

  • Eliminate the need to provide customers with toll-free numbers which will help to reduce the cost and complexity of running a contact center
  • Maximize the utilization of the agents, as the toll-free support is combined with this technology
  • Provide context-based data to the call center agents and enable them to achieve faster first-call resolution

Want to Improve your Call Center Service with WebRTC? We Can Help

Outsource2india is one of the leading outsourcing providers offering quick and reliable software development services to global clients, for over 18 years now. Our team of software developers is updated with the latest WebRTC market trends and technologies to provide consistent services time after time. Our satisfied clientele is the proof of the innovative and dependable services we provide. We understand the power of WebRTC in call center and incorporate it depending on the client's needs at highly affordable prices. Be it artificial intelligence, CloudRTC, machine learning, cloud computing, etc. we can assist you with all your software needs.

Therefore, if you have made up your mind to improve your call center services by leveraging webRTC, then you are at the right place. Get in touch with us to discuss your needs.

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