Real Time Communications Featured Article

Keeping Real-Time Communications in Check

April 02, 2015

The opportunity to chat with a live agent is something we’ve all become accustomed to if we spend any time at all searching the web. Come to a website that appears to have the information you need and not long into your reading a box will pop up and ask if you want to talk with a live agent. This use of real-time communications is important as sometimes you do want to talk to the agent and sometimes you just want to keep reading – at least they offer you the choice.

The point is you’re given the opportunity to get a question answered and companies are stepping up to the plate to enable this capability. So powerful is the chat function that we’re starting to see it used internally as well. Team chat is gaining in popularity as work teams are leveraging the same technologies to communicate in real-time. These teams are taking WebRTC to the next level, enabling this platform to come of age.

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Not long ago, WebRTC was viewed as an innovative concept that could help drive real-time communications in a whole new way. It eliminated many of the challenges that kept participants from immediately connecting and offered companies a way to streamline their customer communications. According to Irwin Lazar in a recent No Jitter post, WebRTC is no longer just a technology that companies will investigate – it’s evolved into a technology that is part of a solution that people and companies will purchase.

In doing so, companies will enable team chat and other capabilities to extend their unified communications focus, many employing WebRTC without a thought. In doing so, this technology will find its mainstream place in corporate communications. Before long, we might even expect that it is a standard included in all communications and no longer a featured element. When we reach this point, lacking the capability will quickly render competitive offerings obsolete.

Of course the streamlined communication opportunities also means that the lines are blurred when it comes to communications boundaries. Between WebRTC, mobile devices and virtual capabilities, there no longer seems to be a clear separation between work and home. Everything is integrated to allow a balance – yet maintaining the balance is up to the individual who may or may not have the skills to push back in a dominating work environment.

It is the constant dilemma – enabling the right technologies without burning out the employee base. Without a clear strategy to keep both in check, a company could cause more problems than they set out to solve. To truly enjoy the benefits, you must establish guidelines and reinforce them as policy. 

Edited by Stefania Viscusi

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