Vocalcom has integrated it WebRTC technology with Google, letting customer-support reps access Vocalcom contact center software hosted in the cloud or in a local network via the Chrome browser. Tapping the Chrome browsers native support of WebRTC, users will be able to communicate with audio and video without having to install additional software.
Within a single window, the solution puts the customer record front and center, with the most critical and recent information in clear view. The agent may then search easily for more details, as all of the customers’ interaction history, across all channels, are in one place. Customers may then initiate contact with a company representative or customer service agent directly from the Web site without a need for installing an additional third-party application.
WebRTC technology, heavily supported and promoted by Google, allows audio and video conferencing applications to run on browsers via Javascript APIs without needing special plugins or add-ons. WebRTC is a communications standard that enables Web application developers to write rich, real-time multimedia applications on the Web, and it does not require additional plug-ins, downloads or installations because the Web browser is the application itself. The standard comes fully equipped with all that is necessary to engage in real-time, multimedia communications whether it be via phone, video call, email, chat, SMS, or social media.
“Self-service features, the contact center, social and mobile have never been intimately connected,” said Anthony Dinis, CEO of Vocalcom, in a statement. “Cloud-enabled solutions, like this one, drive TCO savings, increase flexibility, accelerate ramp time and make it easier to implement secure agent desktops. By introducing WebRTC in the contact center world, Vocalcom will allow companies to gain that flexibility and cost efficiency using our leading contact center capabilities accessible through Chromebooks.