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Top 5 Benefits of WebRTC for Call Centers

WebRTC January 2, 2020

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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