Using internet video as a communications channel differentiates your company’s internet presence and streamlines your customer web experience. Third-party voice and video tools can add complexity and increase customer frustrations – leading to a downturn in satisfaction and potential loss of business. With the advent of the WebRTC (Web Real-Time Communications) standard, lightweight voice and video services are now implemented directly into browsers that support HTML5. This eliminates the need for additional software or plug-ins installed by the customer.
WebRTC-initiated calls are identical to regular IP/SIP (Session Initiation Protocol) voice and video calls, without the need for specialized user interfaces, controls or processes. The Genesys WebRTC service also leverages the industry-leading Genesys routing and cross-channel contact infrastructure, helping to reduce Contact Center cost of ownership. Additional levels of flexibility within the Genesys WebRTC service improve how agents are provisioned and managed, as the need for dedicated phones are reduced.
Your Contact Center can quickly and fully support WebRTC calls with minimal integration and agent training. Contacting a company representative or service agent is seamless for customers, partners and prospects, as they quickly initiate a voice or video call via their browser directly from your company website.