Web Real-Time Communication (WebRTC) is a set of features within unified communications (UC) that offers new capabilities to your contact center. It is a technology that expands communications to offer customers the ability to simply click a button when they want to speak directly to a service agent when logged onto an application or when browsing your website.
Web real-time communications (WebRTC) is transforming how the enterprise fosters customer engagement. And because customer experiences are driving their overall satisfaction with a particular business, improved customer engagement means there's an opportunity to assist customers with any challenges. Furthermore, enterprises are equipped to understand customer preferences and the drive in higher sales numbers.
While contact centers are accessing new options for software through Software as a Service (SaaS), reducing costs and adding scalability, some of the fundamentals of software have remained the same. The cloud hasn’t changed the limitation of software in that once a developer puts certain features in place, it affects the solution’s uses far into the future.