WebRTC for Contact Centres.

You need to know about WebRTC -
The call centre technology of the (very near) future

January 15, 2013

You will hear a lot about WebRTC in 2013. WebRTC (short for "Web Real Time Communications") is a newish standard: a free, open source project that allows high-quality, real-time communication applications to be developed in the browser via simple Java APIs and HTML5. The technology will revolutionise call centres and help desks, allowing them to offer far more personalised, voice or video-based service to high-touch or high-value customers. In essence, it's a technology that will make it much easier to communicate over the Internet on a peer-to-peer basis, allowing Web users to use click-to-text or click-to-call buttons, video conferencing and other Web-based communications technology, with no need to first download an application or a plug-in.

WebRTC may largely eliminate the need for IVR applications, since callers can simply be routed to the correct department or agent from clicks off a website. E-commerce customers could be serviced in a truly multimedia way without the need to log off a company's website and pick up the phone simply to have questions answered by an agent.

It could allow for easy face-to-face video communications between consumers and agents and help-desk personnel, allowing contact centres to offer a truly personalised customer experience.

One thing to remember is that 80% of customer service callers get the number to call from your web page. Now, WebRTC provides customers with the ability to initiate a telephone conversation from that same web page. The simplicity of the implementation is what will make the solution so attractive. The customer can use their PC, tablet or smartphone internet browser for access. They all work the same way. They simply enter their account number, preferences and needs on the web page. They then initiate a call from the device.. At this point, the call is routed to the right support person and the information that the customer entered is either presented in a web interface or embedded and presented in a CRM Faster, less frustrating, less expensive and more precise than an IVR will ever be.

First contact with a potential customer is the most important. The application of WebRTC in this setting is valuable from insurance companies to law firms. During 2013 Innovative companies will look at WebRTC as a platform to begin delivering rich, intuitive interfaces that invite customers to interact and then wow them with the precision of their first interaction.

CT Solutions can, right now, provide the professional services and consultancy required to plan and implement WebRTC as a cost saving platform, while improving the customer experience that will be set you apart from your competitors.

Stop paying for free-phone and lo-call numbers in your contact centre

January 4, 2013

Contact centres can now offer callers free calls into the contact centre, WITHOUT paying service operators. This means a reduction of 25-40c per minute for you, if callers call your free-phone number from a mobile. For lo-call (1890) the reduction is about 7c per minute if callers call from a mobile.

And your customers will be delighted too. No more paying for 0818, 1890, 1850 or, sometimes, 1800 calls. They will be much quicker to call you.

Here is how it works. Callers surf to your web site on their smartphone and see a button "Tap here to call us now for free". They tap and get connected to an agent. They pay nothing, you pay nothing. The call is placed using VOIP over the callers data connection (WiFi or mobile data)

When can you have this ? Well, it depends on a new technology, called WebRTC. WebRTC allows VOIP phone calls to be initiated by a web browser. So VOIP calls, like those provided by Skype, can now be initiated by clicking on a link on your web site. However, WebRTC is currently available only in one mobile browser - Bowser from Ericsson. But WebRTC is also available in many desktop based browsers (Chrome, Opera and Firefox), so it will not be long, in my opinion, before every browser (mobile and desktop), supports it.

So, you need to be planing to add this functionality to your contact centre now and start reaping major cost savings.