Real Time Communications Featured Article

Real Time Communications Week in Review: GENBAND, Microsoft, Lowe's

November 08, 2014

It's been another amazing week in real time communications, and with a host of developments coming out on several different fronts, it's clear that more and more companies are either putting real time communications to work, or bringing out new advancements in the field. This week was made particularly impressive with new developments from GENBAND, Lowe's, and Microsoft, and now with a weekend at hand, it's a great time to take a step back and consider the events of this major week in the field, which we'll do right now with our Week in Review coverage!

First, we had a look at Microsoft's “preview release” of the Skype Translator feature, a system that would allow Skype users to speak to each other in different languages and have the system serve as an automatic translation system. While the “preview release” was only available on a very limited basis, to users of Windows 8.1 computers and tablets only and with just a few languages on hand, the idea of putting real time communications to work as a translation mechanism was an exciting one.

Then, GENBAND's WebRTC Evangelist Chris Vitek offered up not only some projections about GENBAND's involvement in the WebRTC space, but also plans for GENBAND's upcoming appearance at the WebRTC Conference and Expo V event. Among Vitek's remarks were the use of Web-based real time communications (WebRTC) in its offerings, how SAP is using the Kandy system in its customer relationship management (CRM) operations, and its plans to show off these new WebRTC uses at the upcoming event.

Following that up was a closer look at GENBAND's Kandy platform-as-a-service (PaaS) solution, a system designed to offer faster development solutions for users interested in bringing real-time communications services to applications. With companies from SAP to Toy Genius turning to Kandy as a means to augment customer interaction, GENBAND may have a real winner on its hands as retailers and businesses of all stripes work to better connect with customers and keep said customers in the fold.

Then we had a look at the kind of impact that WebRTC could have in the contact center. With a variety of uses, and means to implement such a system, there were some who believed that WebRTC might well ultimately destroy the contact center thanks to its ability to let users contact most anyone in a company at any given time. This would in turn drive down need for a centralized contact point, but some believe instead that WebRTC can be put to work in that central point.

Finally, we had a look at how Lowe's was turning to real time communications in the form of robotic customer service. Lowe's turned to the Lowe's Innovation Labs to bring out a robot that was a kind of mobile kiosk, moving about the store location so that customers with concerns could access real-time help while in the store itself. The robots are already set to get some augmentation later that will allow for speech-based interaction.

That was the week that was in real-time communications, and it was quite clear that there was plenty going on. With firms from Microsoft to Lowe's to GENBAND offering up new value in the field, there's a lot of room to grow, and our global online community was right in the thick of it all to get the best in news right back here. Be sure to join us next week for all the latest, and every weekend for our Week in Review coverage!

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