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Category Archives: WebRTC

WebRTC Development For Smart Communication Solutions

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WebRTC works on the concept of real time communication on the web. This technology allows the calling and conferences between multiparty using this technology. As it is a browser based technology, what you need is simply the internet connection, WebRTC enabled browser and required hardware such as headphones and smartphones or laptops. That is it!

We, Elision, are one of the early adopters of WebRTC technology. We offer custom services and solutions in this technology. We have served many customers with the custom module and application development in the WebRTC. These applications and modules empower the existing communication software and solution.

We have also developed a few WebRTC solutions, which have benefited many industries. Some of them are listed below:

  • WebRTC dialer to conduct audio, video and conference calls
  • WebRTC client solution
  • Web to call software
  • Call Center solution
  • And more

Also, we offer a custom solution based on the custom features required by the enterprises. WebRTC technology offers many benefits for organizations and users.

The key benefits of the WebRTC are listed below:

  • It is portable and device independent technology. Thus, users can access it from any device. No matter, you, your staff or clients are using the same device and platform or the cross platform devices; still, you can conduct the calls and conferences without any trouble. The communication will be fluid.
  • It has advanced security checks. It encrypts the data during traversing. Thus, it is completely secure to communicate using WebRTC solutions.
  • The WebRTC based solutions offer more than mere calling. It supports both audio and video calling with crystal clear HD quality. It also allows sharing the image, file and even screens. Thus, it can be used for any type of business communication.
  • It is adaptive to different network conditions, which makes it very flexible to use.
  • It is free so the only cost you need to pay will be of the customization and integration of the required features. This will decrease the development cost. Moreover, it uses VoIP technology, which further decreases the cost of calling and communication. These features make it the perfect technology for business communication.

There are many features and benefits, the WebRTC offers to blossom your communication and ROI. To discuss more, take the first step by contacting us.

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Top 5 Tips to Enhance Customer Support

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Tips to Improve Customer Support - Elision

Better customer support results in increased repeat and referral business. Also, it helps in creating a positive business brand for your enterprise. To assure the best customer support, you need to assure that your staff handling customer support has everything they need to provide the best support and care services.

We are leading VoIP Company and we have benefited many businesses with our services and solutions. Today, based on our more than a decade long experience, we will share the top 5 tips to improve customer support. These tips can be used by any small business or a well established call center or customer care center.

1. Hire skilled professionals

Customer support is a very crucial job and you must hire a well educated team. Also, having prior experience in customer support can give an upper hand to the business. Don’t think about saving money and going for cheap resources. If hiring an in-house team seems expensive, you may outsource customer support to remote agents or call centers.

2. Provide Required Training

Each business has its own products, solution, and code of conduct. For years, you must have nurtured your clients in a specific way. These best practices must be passed to the customer care team. You must conduct training and mentoring sessions. Also, you should use a solution such as voice logger software, which will record calls. These calls can be then used for quality control and screening.

Based on the results, you can conduct required training sessions for the selective members. Also, there are certain solutions such as a keyword spotting solution that find a specific word in an audio file. This will help in assuring the team is not using negative words in any way during calls.

3. Get Advanced Solutions

You can’t expect a great customer care service with outdated solutions such as a telephone. You have to provide advanced communication as well as tracking solutions to your staff so they can provide the best support services. Based on the nature of your business and budget, you can define the required solutions. Below is the list of the most commonly used solutions in different support centers:

You can have one or all of these support solutions. If your budget is limited, you can get open source solutions to start with.

4. Provisioning to Increase Productivity

Providing customer care is a tough job. Thus, you must take the necessary steps to save the time of your agents or executives in all possible ways. This saved time will help them to perform one or more productive tasks such as,

  • Lead nurturing
  • Resolving queries of other clients
  • Updating knowledge
  • Helping other executives
  • Rejuvenating themselves to provide better support

We recommend getting call center CRM integration so agents don’t need to spend time and energy in switching back and forth between two different solutions. Another option is to get a WebRTC solution to eliminate the need of hardware based phones or softphones.

Also, there are other ways to empower your agents to work with better productivity, such as having call center software with features like the sticky agent, IVR, Skill based routing, etc. You can also integrate these modules with existing solutions.

5. Give them flexibility

Having a fresh and happy mind is important for your customer care executives. You can give them the flexibility of work from home. You can keep track of their work in real time with solutions such as Remote Agent. This solution can work on any simple telephony application as well. You can get logs and activities in real time.

Along with these flexibilities, you should give treats, perks, etc. so they can stay motivated to perform at their best. Remember, a happy customer care executive will keep your clients happy.

If you have any queries, need further tips or want to get details about any of our above mentioned solutions, contact us. We would be glad to help you improve your lead nurturing ratio.

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Top 5 Benefits of WebRTC for Call Centers

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Top 5 Benefits of WebRTC for Call Centers

Gone are the days when customers had to endlessly browse through portals to get the customer care number of an organization’s helpdesk so that they can place a call. This tedious process was not only time-consuming, but also lead to customer dissatisfaction. This is exactly where the need for WebRTC arises.

Web Real-Time Communications(WebRTC) is actually a technology that allows call centers to improve the scope, productivity and quality of their customer service operations without having to invest in additional plug-ins, software or other infrastructure elements. With the help of WebRTC solution, call center agents, as well as callers, can make and receive both voice and video calls and other types of messaging from within their web browsers.

Furthermore, the WebRTC solution can be integrated with the call center software to take benefit of the call center software features.

Let us highlight the top 5 benefits of WebRTC Solution leveraged by call centers:

1. Improved customer experience

WebRTC contact center software is all you need to give your customers the best call center experience. This enables them to contact agents directly from their browsers, anytime they need help. Don’t you want this for your call center?

2. Cost saving

Cost saving is another huge benefit of using the WebRTC solution with the call center solution. Now, the agents no longer need to use softphones or dedicated desk phones to handle calls.

Taking and making voice and video calls have now become browser functions. Businesses no longer need to invest in software or hardware or incur the cost of maintaining as well as managing equipment from various vendors.

3. Improved Productivity

Deployment of the WebRTC solution integrated with the contact center solution can improve the productivity of agents. If they want to move a call from video to voice collaboration or any of the other channels that are supported by WebRTC, they don’t have to switch devices. Improved productivity gives agents more time to concentrate on more complicated problems or inquiries.

4. Scalability

WebRTC integrated call center solution is very scalable because of the use of browser technology. Without installing new software or equipment and incurring further licensing or set-up charges, it allows adding permanent, temporary or new agents.

5. Operational flexibility

The flexibility of the call center is increased with WebRTC. As the contact center solution integrated with the WebRTC can reach any location, agents can work from home or any other location. All they need is an internet connection and a WebbRTC compatible web browser. They no longer need to be present at the main call center.

Want to avail of the above-mentioned benefits for your contact center? Give us a call today on 91 704 164 9394 or contact us and we can help you provide your customers with the best customer service experience!

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WebRTC Solutions and Its Benefits

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VoIP technologies have enhanced personal and professional, both types of communication. There are some interesting VoIP solutions available in the market and those are making marks for sure. WebRTC is one of the leading VoIP technologies these days. There are so many interesting communication solutions, which are getting built in this VoIP development technology.

By using expert WebRTC development services, one can develop a solution to satisfy rich communication needs. Some of the top solutions built using expert WebRTC development are listed below:

  • WebRTC Client Solution
  • WebPhone
  • Web to click solution
  • Web conferencing solution

There are many companies that are getting encouraged to use the WebRTC solution due to a wide range of benefits offered by this technology. Let me share the top 3 benefits of using the WebRTC solution.

1. Real-time communication solution

The WebRTC stands for Web, Real Time Communication. It uses browser technology to conduct audio or a video call. Thus, it can be accessed from remote locations in real time. The participants can have a one to one call or a conference call with each other without any difficulties in real time. These characteristics of the WebRTC solution make it perfect for users.

2. Independent or integrated communication solution

The WebRTC solution is very flexible and provides all modes of online communication. One can use the audio, video, chat, file share and screen share features in a complete independent WebRTC solution for communication. On the other hand, one can also get a WebRTC solution developed and integrated it with another solution. For example, the web phone is a WebRTC system that usually gets integrated into the call center solution.

3. Save money over communication

As mentioned earlier, WebRTC uses browser technology. It means it doesn’t need to use the PSTN network, which is very expensive. The WebRTC based calling will be cheaper, in fact, absolutely free. Use the Web URL to run a conference or a one to one call. All local, internal and international calls can be conducted for free using your internet connection. As you can see, it will help businesses save a lot of money.

These are the top 3 benefits of using a WebRTC based solution. One can get a custom WebRTC solution to have handpicked features in their communication solution.

We offer the best WebRTC solution development services. We can build any type of custom WebRTC solution. To know more about our offered WebRTC services, contact us.

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WebRTC Solution Benefited Call Centers

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WebRTC Solution Benefited Call Centers

The invention of WebRTC technology has brought so many benefits for a wide range of businesses. We can say that the innovators of WebRTC understood the real meaning of communication requirements in today’s era and come up with the best solution.

To be very specific, today’s businesses need the remote communication solution so they can be in touch with their clients all the time. The WebRTC developers have come up with the WebRTC Client Solution, which is developed on top of this technology. The WebRTC client solution supports the real time as well as remote communication. This makes it a perfect solution for any industry.

If we pick up a specific industry, then call center industry has reaped many benefits of this solution. How? Let’s explore in brief. In different countries, more specifically in the U.S.A., work from home culture for the call center is developing at a rapid pace.

Using the WebRTC Client Solution, the call centers can allow their agents to provide support to their customers while working from home. This solution can be part of their CRM or call center solution. The WebRTC client solution can also be used by the call center agents to coordinate with other staff members who might be working from the office or home. This solution offers the features like:

  • Audio call
  • Video call
  • Instant Message
  • File share
  • Image share

The WebRTC can also be used to build the web phone which can be integrated within the Call center solution. Once the web phone is integrated within the call center software, it can be used to handle calls with a seamless mechanism.

In a nutshell, all required features for richer communication are available with the WebRTC based solution for the call centers.

We, Elision, have expertise in building innovative solutions for the call center software using WebRTC technology. We also offer VICIDial customization to integrate web phone in VICIDial. To know more about our call center solution and WebRTC related services, please contact us.

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10 Most Efficient Trends in Enterprise Communication

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Here are the top ten most efficient trends in enterprise communication, read through them and see whether your enterprise is really doing what it needs to in order to adapt to the newer technologies of today:

1. Staying connected all the time

In today’s generation, it is very important to stay connected whenever, wherever we go. This is because changes happen within seconds everywhere. Mobile phones these days have cloud applications which are meant for keeping the working people doing productive things at any place; at any particular time of the day and using whatever device is available. This is the newest norm that is to be on communication all the time.

2. The popularity of the form of connection

As we all know previously voice calls were the only means of communication for enterprises. As technology developed and the world seeped into the generation of web 2.0, newer methods like e messaging, or email, text messaging and even video calls developed.

3. The rage of videos

Videos are largely being used every day on all platforms and its popularity is rising every day. A study showed that more than two hundred million people contacted each other using video calling in the past year. Many senior management executives who are the pros of business usually agree on the fact that video calls are replacing conference calls over the telephone. Video conferences are the new thing right now and as time passes by, it is becoming more popular.

4. Increment on the number of devices connected

As mentioned earlier, nowadays people stay connected 24/7. A new day brings in a new device with even more advanced features. It is often noticed that there were three waves of communication.

In the first wave internet was discovered and used, this added to the newer ways of communicating for the different people. In the second wave search engines like Google and Yahoo, social media and social apps like Facebook, Instagram and Twitter were added. In the third wave, internet integration occurred.

5. The retirement of legacy networks and equipment by 2020

The FCC declared that all analogue transitions were to be changed to the digital circuit. It means the popularity of VoIP solutions will reach the sky.

6. Telecom carriers not to own networks

Communication services like voice, video and instant messaging are these days delivered mostly via public internet by telecom operations using mobile phones or desktop phones connected with the internet.

7. Replacement of high-cost hardware

All companies are selling their expensive hardware contracts and settling for low-cost options like cloud.

8. Web real-time communication (WebRTC)

WebRTC is responsible for creating newer ways of communicating as they offer services like voice calls, video calls and instant messaging. Thus, WebRTC development is going to be a new trending thing in the enterprise communication.

9. New business models

It is seen that companies or organizations that are taking in the newer trends of communication are growing even more and better. These new technologies are helping them grow fresh business models.

10. Embedded analytics and its use

Embedded analytics are slowly changing the ways on how people should manage their telecom.

Communication is the key in all aspects of human life. It plays a very important role in the corporate world as well. Whether one is looking to expand their operations or working their way up to enhance their image in the eyes of their customers, they need to communicate their message in the most efficient manner. The trends mentioned above testify why.

We incorporate latest trends in our offered solutions and services. Contact us to know more.

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Impact Of WebRTC Client Solution In The Education And eLearning Sector

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The most prevalent educational field is continuously undergoing through the latest innovations and updates. Various eLearning platforms continuously go under transformation. This has created a big space for the WebRTC.

The majority of the students as well as educators everyday interact with one another, but this is now becoming as the primarily-used standard web page as well as document-based user interfaces.

The currently used methodology

Currently, there are audio and video conferencing options which are majorly known and available in the educational field for the students and educators like Skype and Adobe Connect.

It’s a known fact that both these solutions require additional software or a complete standalone application to be installed. Also, the setup time for establishing these conferences or calls is quite high while some even require a license fee or setup cost (in case of some software).

Google Hangouts is also getting popular in the education and eLearning space, but this also requires a special plugin to be installed in the system.

Introduction of WebRTC Client Solution

WebRTC has been introduced for education and eLearning sector, which is like a boon for the said sector. With the introduction of this solution, now it has become possible to have a seamless solution for establishing a flawless connection between students and teachers.

WebRTC solution has eliminated all the set up hurdles by having required no extra plug-ins and by providing easy to use interface. This solution offers video, web and audio conferencing which lets teachers hold live seminars and workshops while promoting eLearning.

It offers screen sharing option as well as a whole host of other real-time interaction options with the existing web tools that offer convenience to the educators and students in communicating.
Some of the key features:

  • Audio and video calling
  • Conferencing
  • Messaging and chatting
  • Screen sharing
  • Files and data sharing

Apart from this, the WebRTC client solution allows you to add some simple JavaScript and HTML to the existing web pages while introducing new interaction options that can be introduced quickly and easily.

With this technology, the users are able to view just one or two new buttons appearing on their page which just requires a single click on them to start a video call, screen sharing session or any other thing.

Thus, with the WebRTC solution, the education field is flourishing consistently as never before. If you also belong the similar industry and don’t want any barrier in communication, then look no further! Reach us and we’ll help you with our best WebRTC client solution.

Looking for the best WebRTC solution? Contact us.

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WebRTC Web Phone for Managers and C-level Executives

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WebRTC is one of the best VoIP technologies to develop amazing solutions to strengthen communication and collaboration. There are many different unified communication systems that can be built on top of the WebRTC such as, WebRTC Client, Web Phone, etc.

In this article, we will talk about the most popular WebRTC solution, namely, web phone. The web phone uses browser technology to initiate, conduct and tear down the calls and conferences.

The experts perform WebRTC development to build a feature rich web phone that supports voice and video call, chat and file share feature. This WebRTC based web phone can be used for the staff members, call center agents, etc.

The most common use of the Web Phone is that it eliminates the need of the softphone and physical phone device. It means no additional hardware or software is required for communication. Thus, many BPOs have integrated the WebRTC phone in their contact center solution.

Read WebRTC Phone: Complete Guide

Almost all of us know the benefits of this WebRTC solution for agents, but do you know it can also be used by the managers and c-level executives in a little different way. Wondering how? Let me explain.

When you use the web phone and when an incoming call is received, your browser will start ringing to alert you. This is convenient for agents who receive multiple calls one by one. But, what about the managers?

Generally, the managers and c-level executives have least frequency of calls to attend. It is convenient for them to keep the headphones on. On the other hand, if they won’t attach the headphone, the system may ring abruptly, which can interrupt their ongoing actions. What is the solution then?

The solution is the interconnecting the WebRTC Web Phone and IP Phone.

We, at Elision, can interconnect the web phone to your desk IP Phone, so whenever a call comes in, instead of ringing in the system, it will ring the IP Phone at the desk of the manager or supervisor. Then, he can pick up the call from any preferred option.

There are many benefits of this integrated solution. Let me share the top 3 benefits of the same.

Improved communication

The web phone definitely has more communication features than a simple IP Phone. Thus, the managers can take benefit of this real time and powerful communication solution by using the web phone.

Increased productivity

The supervisor, manager or c-level executive doesn’t need to stay attentive to receive the browser calls on this WebRTC solution with this integrated solution. They can concentrate on their work and when a call comes in, they can attend it just like a normal phone, but with better features. This way they can work in a more productive manner without breaking the focus.

Complete Communication logs

All the calls made via WebRTC based web phone will be logged into the system. The call log records are often useful in many operations and business decisions. Thus, this integrated solution will provide the complete call logs to benefit your overall management

We can offer many more interesting features with our expertise in WebRTC development. Contact us to discuss more.

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WebRTC Phone: Features and Benefits

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WebRTC Phone - Facts and Benefits

As an extension of VoIP, WebRTC lets you make phone calls, text chat, video calls as well as Peer to Peer file transfer directly via web browsers.

WebRTC is actually a JavaScript that is made with the intention to establish communication functionality directly in your web browser and it does not require downloading any plugins. This means, you don’t need to download a web conferencing app or a stand-alone softphone.

WebRTC works on all the popular mobile devices as well as web browsers such as Google Chrome, Mozilla, Firefox and Opera. A WebRTC phone is essential for call centers where there are small cubicles that are made for executives and where desktop as well as other stuffs are kept making it look clumsy.

WebRTC solution is perfect for business with less space. With a WebRTC phone, all an executive has to do is login to their portal and the web phone will pop up in their window.

Some attractive features of WebRTC Solution include:

  • Text-to-speech
  • Global audio conferencing
  • CRM integration via API
  • External transfer
  • Internal transfer
  • Browser abstraction
  • Call queues and much more!

Here are some benefits that WebRTC Phone offers:

Saves cost

You don’t need to pay for hard phones anymore, as all your requirements will be met by WebRTC phone. This is a huge advantage.

Communicate easily

The team leaders as well as agents can communicate easily with WebRTC phone. They get to take advantage of the amazing features quickly that this product offers, which is difficult with the use of IP phones.

Easy configuration

WebRTC phone can be easily integrated into your contact center solution. This lets the agents to login into their CRM and receive or make calls directly from the CRM.

Make use of the space

If you want to increase the productivity of your contact center, use WebRTC phone, as you can utilize it in such a way that in less space more numbers of executives can work comfortably.

Elisiontec offers best-in-class WebRTC phone solution as well as WebRTC phone integration in contact center solution. Want to see it for yourself? Contact Us.

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