Use Cases for WebRTC and How It Impacts Unified Communications


In our previous post, we introduced the Web Real-Time Communications (WebRTC) initiative, an open-source project spearheaded by Google that enables voice, video and data communications and file sharing through a browser. Rather than using different applications, plugins or software and possibly dealing with compatibility issues, the user can simply click a button in a WebRTC-enabled browser.

WebRTC technology is capable of delivering significant business value to organizations. A number of use cases for WebRTC have been identified, and more are likely to develop as adoption increases. As mentioned in the previous post, WebRTC would enable customers to use click-to-call functionality directly from the company website or an email signature, which would eliminate the need for costly toll-free numbers.

Customer support would be enhanced in several ways. Agents would be able to take calls inside their browsers without the need for phone system integration. Agents could work from any location and any device with a WebRTC-enabled browser, which would reduce capital and operational costs for the contact center. WebRTC also enables live video support by adding a few lines of code instead of downloading and integrating separate applications. Simplified support communications and the use of high-definition voice and video would also improve the customer experience.

With WebRTC, joining a video or audio conference is as simple as clicking a button. “Click-to-join” functionality that integrates video and audio would eliminate the need to dial in and open a video application. It also reduces the risk of technological issues that often disrupt conference calls, and lowers costs for both users and the providers of conferencing services. Videoconferencing technology that has long been reserved for high-tech conference rooms is now accessible to smaller organizations that want to take advantage of real-time video communication.

Research from Nemertes found that more than 25 percent of surveyed organizations are evaluating WebRTC and asking their UC vendors about it. Not surprisingly, many UC vendors have begun to add WebRTC to their UC solutions. While UC typically involves rather complex and costly integrations of communications systems, open-source WebRTC technology promises interoperability with most voice and video applications and devices that use standard protocols.

The WebRTC open API isn’t limited to a specific browser or device, so users can seamlessly communicate using use existing hardware and devices. When applications are linked together as part of an integrated, web-based communications solution, infrastructure costs are reduced, business processes are streamlined, and user productivity is optimized.

If you’d like to learn more about WebRTC, how it can be integrated with your communications infrastructure, and potential use cases within your organization, contact IPC Technologies to schedule a consultation.