Aspect RTC Platform is a new solution that enables companies to provide users of their mobile apps and websites to move from web chat to live service with the contact center with a simple click of a button. That can make prequalification of incoming contacts faster, according to Aspect Software.
This solution – which can be deployed in a cloud-based, on-premises licensed, or hybrid model – is being highlighted this week at the WebRTCV Conference & Expo. At the event in San Jose, Aspect Software announced it is accepting early adopters for its RTC Platform. The early adopter installations will focus on embedded audio-only or audio and video conversations between enterprise contact centers and customers on the web or mobile apps.
The solution also can support agent-customer co-browsing and screen-sharing. And video interactions can be one-way or two-way, which is important since not all customers may be comfortable being on video.
Aspect’s new solution speaks to the growing trend of continuity of the customer experience. Research shows that customers get frustrated when they have to interact with multiple and disjointed channels that require them to re-enter or repeat information, and/or take time-consuming steps to initiate an interaction on a new channel. But Aspect RTC Platform allows organizations to reach customers where they are so self-service interactions can easily move to live interactions within the same application or website location.
Leveraging WebRTC and SIP technology; the Aspect RTC platform works with Aspect Unified IP and Zipwire, Aspect’s cloud contact center platform, and third-party contact center solutions from Cisco and Genesys.
WebRTC got its start at Global IP Solutions, a company that provided the technology to such large VoIP companies as Avaya, Cisco, Nortel, and others. Google purchased GIPS 2011, and shortly after that made its technology open source, which kicked off the WebRTC movement. Google has been a leading advocate of WebRTC ever since and today supports WebRTC in its Chrome browser. WebRTC is also supported in the Mozilla Firefox and Opera browsers. And, in an important recent development for the WebRTC ecosystem, a new specification called Object Real-Time Communications is helping to bring Microsoft and its popular Internet Explorer browser into the WebRTC fold.