WebRTC in Customer Service: Opportunities and Challenges
As a result, WebRTC permits communication through the Web without software plug-ins or soft or hard phones. Moreover it enables customers to interact with voice and video through their smartphones without consuming costly wireless minutes. This benefit is becoming more important as customers increasingly “cut or don’t buy the cord”, and rely mostly or solely on wireless rather than on landlines.
Created through the collaboration of the World Wide Web Consortium (W3C) and the Internet Engineering Task Force (IETF), WebRTC is actively supported by Google and Mozilla. But other companies, notably Microsoft, will be adopting it as it evolves.
But customer contact organizations face challenges in fully capitalizing on WebRTC. For example, not all browsers support it. How effectively organizations and vendors respond to these challenges will determine whether WebRTC will become a permanent part of the communications channel mix, and if so in what form.
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