5 reasons why you need WebRTC for your call centre

Communication technologies develop constantly and change the way we are doing business. One of the face-changing for the call centre industry innovation is WebRTC. Let’s see some reasons, why this technology is becoming more popular.

1. Cost efficiency

Nowadays almost all call centres work omnichannel. Thus, customers can choose whether to interact with agents through phone, online chat, email, social media network, and so on. One of the cheapest ways of communication is WebRTC because it works through the Internet browsers and doesn’t require any hardware, software licensing fees, or hard phone costs. What’s more, it is completely free for your customers.

2. Simple usage

WebRTC is a JavaScript API developed with the purpose of establishing communication functionality directly in the web browser without downloading any plugins, additional software, or hardware. This real-time communication technology enables customers to connect with agents through one single click of a button. Moreover, WebRTC can be used from most modern browsers like Google Chrome, Firefox, Opera, Safari and Microsoft Edge.

3. Fast troubleshooting

With a WebRTC application, your customers experience fast solution of their problems because of:

  • Direct access to more advanced, quick, and context-based support from your website or mobile app.
  • Advanced features like video chat, easy screen sharing, annotation and drawing, or even full screen control over the app or website.
  • Real-time support as the agent can see a shared screen of the user and no time is wasted catching up.
  • No long waiting time, annoying phone calls, juggling through the IVR, or follow-up emails.

4.  Customer satisfaction

Not only saving money, reduce time and human efforts are reasons to implement user-friendly WebRTC. Customer satisfaction is the key goal of call centre operation. With the advanced features of the WebRTC, calling through web browsers eliminates the headache of calling through physical phones. As the result, satisfaction ratio of customers increases.

5.  Complete Automation

In WebRTC, call routing is completely an automated process since the application is configured on the agent’s desktop. Whenever a user agent makes a call request, the call is routed through the appropriate contact centre software. Furthermore, if there are any updates available for the WebRTC, they are automatically reflected in the web application. So, users always get the latest version of the technology.

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Nadiia Gunko