Intelecom is leveraging the WebRTC Gateway from GENBAND to bring real-time communications to its cloud-based contact center solutions.
The contact center company will first replace its agents’ softphones with WebRTC clients. Enabling agents to accept calls via their browsers is expected to hasten resolution times and improve customer experiences. Later on, Intelecom expects to employ WebRTC in customer websites to allow visitors to click on hotlinks to initiate calls to customer support staff.
“Our customers turn to us for streamlined contact center solutions that deliver maximum capability, flexibility and scalability,” said Thomas Rodseth, vice president of product and marketing from Intelecom. “Working with GENBAND gives us access to the cutting-edge solutions our customers demand in today's market, where personalized, instantaneous customer service is the name of the game.”
WebRTC is a new technology that offers great potential to bring real-time communications to both new and existing applications and websites. Not only that, but WebRTC doesn’t require users to download any special plug-ins or other software to enable it to work, so it significantly lowers the barrier for end users.
GENBAND introduced its WebRTC Gateway, formerly known as SpiDR, in April of 2013. It sits at the edge of the network and provides open APIs that application developers can use to leverage the rich communications services of the telecommunications network – including voice, video, presence, shared address book, call history, instant messaging, and collaboration. And in early 2014, GENBAND introduced SMART OFFICE 2.0, a WebRTC-enabled unified communications platform that delivers voice, videoconferencing, chat, presence and collaboration via a browser.
Contact centers and customer service are among the key applications for WebRTC technology. As Alex Donn, director of developer relations at Kandy.io, commented in a Sept. 21 blog: “By extending call center capabilities into a messaging API like kandy.io which supports both text and video, call centers could dramatically increase their productivity, while increasing high touch capabilities.”