Genesys WebRTC Service

Use video to create a compelling contact center experience

An organization’s website is the most significant source of company visibility, revenue generation and, more often than not, the first point of direct customer or prospect impression. Therefore, it makes sense to fully leverage the company’s internet presence and streamline a visitor’s web experience to maximize business opportunities and revenue potential.

The multiple communication channels integrated into the website define the scope and limitations of how a customer can interact with your business—typically by initiating a text-based chat session or filling out a standard email form. Often, this web interaction can be associated with a telephone interaction using legacy systems. Alternatively, you may have integrated off-the-shelf internet voice or video solutions into the website in an effort to add additional communication channels, reduce the overall number of toll-free phone calls and drive down costs. In this scenario, website visitors typically download a third-party voice or video application for a call to work. Unfortunately, such third-party tools often add complexity and increase a visitor’s frustration and engagement time considerably– leading to a downturn in customer satisfaction and a potential loss of business.

Lightweight, convenient, standards-based communications

With the advent of the WebRTC (Web Real-Time Communications) standard, lightweight voice and video services can now be implemented directly into HTML5 browsers to normalize both ends of an internet-initiated conversation. This eliminates the need for additional software or plug-ins installed on the customer’s web-enabled device.

The Genesys WebRTC Service provides a simplified, secure channel of communication including voice, video and data over the web to further enhance the customer engagement experience. Contacting a company representative or service agent is seamless for partners, prospects and customers, as they can quickly initiate a WebRTC voice or multimedia video call via their browser directly from your company website. This keeps customer frustration to a minimum and maintains a seamless level of interaction to enrich their overall web experience.

Streamlining the customer experience and reducing contact center TCO

The Genesys WebRTC Service is quickly and easily deployed with zero disruption to the existing contact center and customer service operations. WebRTC helps to reduce the contact center’s cost of ownership and adds additional levels of flexibility into how agents can be provisioned and managed. The Genesys WebRTC Service integrates with the Genesys SIP Contact Center solution, leveraging the Genesys routing and cross-channel contact infrastructure to enable a robust, scalable, and flexible virtual customer service solution across the entire organization. For customer service agents, WebRTC-initiated calls are identical to the regular IP/SIP (Session Initiation Protocol) voice and video calls they already handle, but they don’t require specialized user interfaces, controls or processes. Therefore, your contact center can quickly and fully support WebRTC calls with no additional development or comprehensive agent training.