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.
If your phone system contract is up for renewal, it’s likely a good time for you to consider a migration to cloud communications. There are a lot of technologies through voice over internet protocol (VoIP) that make accessing calls over the internet an affordable alternative to traditional, landline options. Two of the considerations you’ll want to include in your exploration are unified communications as a service (UCaaS) and communications platform as a service (CPaaS).
As with any technology cycle, providing Unified Communications as a Service (UCaaS) is becoming a challenge in terms of differentiating yourself from other providers. The solutions offered may be identical and delivered at a fairly standard price. You try to attract customers on service and reliability, but your competitors are taking the same approach. In order to gain new business, you either have to give up your margin or differentiate yourself somehow.
If you want to stand out from other providers, offer Communications Platform as a Service (CPaaS) to customers. Combining CPaaS and UCaaS offers a truly integrated solution and provides value to enterprises.