Role of WebRTC in Contact Center to Improve Work Efficiency

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Role of WebRTC in Contact Center to Improve Work Efficiency

Contact Center WebRTC
December 20, 2021

The VoIP industry is made of multiple technologies that have been used in developing business-centric VoIP calling software. In a contact center, the usage of call center dialer software is quite popular. Ideally, the best call center software gets developed, whether it is an open-source or proprietary call center solution, using either Asterisk or FreeSWITCH. But, do you know Contact Center WebRTC can also play a major role in improving the work efficiency of agents by getting integrated into the call center software?

In the realm of customer service, contact centers play a crucial role in facilitating effective communication between businesses and their customers. With the advent of WebRTC, the landscape of contact center operations has undergone a significant transformation, enabling businesses to streamline their processes and provide seamless customer interactions.

Understanding WebRTC

WebRTC is a cutting-edge technology that enables real-time communication directly through web browsers, eliminating the need for third-party plugins or applications. It allows audio, video, and data sharing between users, creating a dynamic and interactive communication environment. Google originally developed WebRTC, and it has since gained widespread adoption and is now supported by major web browsers, making it easily accessible to a global audience.

Usually, WebRTC can be used as a webphone or a WebRTC client in a contact center. It can be integrated into any call center solution. The call center software providers provide this integration service. For example, VICIDial WebRTC integration integrates a WebRTC phone into the VICIDial call center software.

Role of WebRTC in a Contact Center to Improve the Work Efficiency of the Agent:

In 3 ways, WebRTC plays a vital role in improving agent work efficiency in any contact center.

1. Replaces need of a SIP dialer

Usually, contact centers use a PC dialer along with an inbound or outbound call center solution. WebRTC can provide all features of a PC phone dialer and removes the need for this software in a call center. This will reduce inefficiency caused due to the management of multiple tools in a contact center.

2. Saves time 

Hurried actions often result in inaccuracy and inefficiency. If a contact center uses one of the best contact center solutions and along with that, it uses a PC dialer, agents need to login to both call center dialer software and PC phone dialer. Moreover, agents may need to go back and forth between the software call center and VoIP PC dialer. This can waste the time of agents resulting in hurried actions to keep a day productive. The VICIDial WebRTC integration or WebRTC call center integration can add a SIP dialer within an outbound or inbound call center solution. This will save a lot of time for agents, so agents can work more productively and efficiently.

3. Supports remote operations

During the COVID pandemic, all businesses realized the need to work remotely. That situation can come again, so being prepared is vital. VoIP dialer for PC can be accessed from the same system where it is installed else it needs to be reinstalled. Unlike that WebRTC phone integrated into any of the call center solutions can be accessed from anywhere similar to cloud contact center solutions. Thus, agents can work stress-free from any location. This can add up to higher efficiency.

Benefits of WebRTC in Contact Centers

Enhanced Communication Channels

WebRTC empowers contact centers with a diverse range of communication channels, including voice calls, video calls, instant messaging, and even file sharing. This versatility allows agents to choose the most suitable channel based on customer preferences, resulting in quicker issue resolution and higher customer satisfaction.

Seamless Video Conferencing

Video conferencing has become an integral part of modern business operations. WebRTC enables high-quality, seamless video conferencing directly within the browser, eliminating the need for external software. Contact center agents can now engage in face-to-face interactions with customers, building trust and rapport that contributes to better issue resolution.

Real-time Data Sharing

Efficient issue resolution often requires the sharing of documents, screenshots, or other visual aids. WebRTC facilitates real-time data sharing, allowing agents and customers to exchange information instantaneously. This feature expedites problem-solving and enhances the overall customer experience.

Cost Efficiency and Scalability

Traditional communication solutions often come with hefty costs and limitations in scalability. WebRTC’s browser-based approach eliminates the need for costly infrastructure and licenses. Contact centers can easily scale their operations without the burden of significant financial investments, ensuring a more flexible and adaptable business model.

Concluding notes

WebRTC supports real-time communication via a web interface. Thus, it can be easily integrated into all contact center solutions by top call center software providers. It replaces PC dialer software and all hassles related to using multiple VoIP calling software. This contributes to saving time and energy for agents to work more productively and efficiently. The WebRTC can easily get integrated into any software call center.

We offer the best call center software and WebRTC to contact centers to help them improve efficiency. Contact us to know more.

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