Superior customer service relies on strong communication. However, these communiques need to be versatile for today’s technology and economy. Phone calls are not the only solution that will contribute to a good experience by consumers.
Technology of the 21st century provides a variety of platforms to engage others. Phone calls, text messages, live chat and social media engagement all need to be considered when looking for a way to connect with customers. However, WebRTC implementation may be a better solution for enhancing the user experience.
WebRTC is technology that closes the gap between agent and consumer. Unlike various other methods of communication, these interactions happen in real-time. This improves efficiency for all involved, including the customer.
WebRT, or Web Real-Time Communication, is direct video communication between the caller and the agent. These are secured channels that are accessible directly from a company’s website. From the consumer’s browser, he or she can directly speak live with an agent without fear of eavesdropping or snooping.
Using a simple webcam, microphone and broadband Internet connection, individuals can speak directly to agents just by clicking a link on the site. Unlike live text chat, WebRTC puts a face in front of the user for quick verbal communication.
Using WebRTC in Contact Centers
A call center agent logs into the system as he or she normally would. The profile information and registration for the agent is stored in desktop software and set to accept WebRTC communication. This calling software often has a keypad and capabilities of many other forms of VoIP systems and may be ready for two-way calling capability.
When a visitor to a website clicks on a provided link to “contact” the company in question, a portal is opened between the individual and the call center agent. This secure system then delivers audio and video chat directly with the agent who is logged into the calling system.
All that is needed for a customer to contact the agent is a webcam and the use of a microphone. The individual’s browser is the only software that is needed for WebRTC which is often implemented with HTML5. This is a universal standard for developing websites.
Because the programming structure of WebRTC takes advantage of website standards, no additional installs or plugins are necessary to make these secure connections between caller and agent. In reality, the caller only needs an Internet-ready device and access to the organization’s website. This includes the use of desktops, laptops, smartphones and tablets.
Key Features of WebRTC
- Quick Click Connection – The most obvious key feature for WebRTC is the capacity to connect to a contact center agent with a click from the website. This is once of the quickest methods for direct communication. This may also include contextual data regarding individual callers based on website-collected data of the individual.
- Quick Deployment – WebRTC can be easily and quickly deployed within any website. It’s software-based and requires no additional plugins or installations. Aside from including the link within the website itself, there is little effort that goes into setting up video and audio communications for the contact center.
- Immediate Accessibility – Because of the nature between the link on a website and WebRTC, consumers will have immediate access to agents through the Internet. Unlike other methods which may need additional browser extensions or installing computer software, visitors can simply click and connect with agents.
- Efficiency – There is no need for secondary phone lines, which makes it a cost efficient and easy to manage solution for communication. In reality, an agent wouldn’t even need to have physical access to a traditional phone as it is all done through the Cloud.
WebRTC and Contact Center Improvement
Expanding Remote Agent Flexibility
Many contact centers either outsource to freelance agents at home or otherwise provide remote access. This delivers a variety of benefits from saving overhead costs to improving the talent pool of call center staff. WebRTC accentuates this flexibility by delivering a quick and easy method to connect those agents to the website.
Because there are no traditional phone lines involved, this means agents can have freedom of movement while still accepting calls from consumers. It also means that contact centers do not need to invest in setting up extra lines and other costly hardware.
Improving Customer Satisfaction
Visitors to a website are less likely to trust a brand that does not have clear contact information readily available. As WebRTC can be easily displayed virtually anywhere within the site, callers have instant access to agents. This has potential to vastly improve trust as well as online brand reputation.
No Special Training to Use WebRTC
WebRTC incoming calls are handled in identical ways when compared to SIP and VoIP video communications. The same principals are used and it does not require extensive specialized training.
Essentially, most agents already use the technology which WebRTC is based whether in the call center itself or in personal lives. Interfaces are similar in structure and comprehensible regardless of the agent’s level of technical knowledge.
Minimum Budget Expansion
WebRTC is software-based while operating through web browsers. This means that hardware requirements are minimal and don’t require extensive or expensive upgrades. In many cases, even the most basic of PC systems can utilize all functions within the WebRTC environment.
In the grand scheme of things, the most expensive aspect of WebRTC over time is broadband Internet use. However, this is an expense contact centers will pay regardless of how communications are processed.
Various Supporting Browsers
WebRTC is supported by some of the most popular web browsers on the Internet. Whether users are on PC, Mac or mobile device, most will have access to a system that can easily handle audio and video interaction.
WebRTC delivers a method to consumers that puts video and audio communication directly into their web browsers. It eliminates the steps necessary to make a phone call and can improve handling time simply because it is an immediate method of contact. WebRTC is another method which allows contact centers to become more efficient while saving time and money for agents and consumers alike.
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