WebRTC makes it possible for customers to communicate with contact centers with video calls and younger generations are making it become the norm. Video calling is here to stay!
Organizations are starting to utilize social media to identify prospects and target them with specific messages using different media channels.
Websites are the shop windows for most companies. Chatbots, AI and WebRTC allow customers to develop a good relationship with organizations on their terms. No phones, IP or telephony circuits to worry about. Just browsers talking to browsers, on smartphones and/or PCs.
WebRTC opens up options further for contact centers to employ the right agents who may be more nomadic.
With WebRTC the agent can have detailed information about the customer's call before before a single word is spoken.
Clicking a WebRTC link can quickly connect customers to agents who already know specifics about the call.