WebRTC World Feature Article Free eNews Subscription

March 28, 2013

WebRTC Becomes Part of Presence Technology Web Agent Solution


With all of the buzz about WebRTC, the open source project aiming to enable the Web with Real Time Communication (RTC) capabilities, it is not surprising that one of the first and most promising significant applications of the technology is in contact centers. This is exemplified by the announcement of Presence Technology, a leading provider of multichannel contact center software, that its newest 9.2 version contains enhancements to its Web Agent that employ WebRTC for a complete Web-based solution.

Leveraging the interoperability of WebRTC, Web Agent works with the existing Web browser regardless of the operating system. The company states that, “Web Agent solution will significantly save a company time, expense and effort when managing its customer service goals. In addition, Presence 9.2 will considerably simplify the architecture of almost any contact centers, improving processes, ensuring 24/7 availability, scalability of facilities and quality of services.” How so?

By using WebRTC, the Presence Web Agent eliminates the need to use of third party extensions (Java, Flash, ActiveX, plug-in…), and the reason it can run on any OS is because the voice path and agent interface run within the browser window.

What this means is that IT departments do not need to install additional software on contact center agent desktops.

"Using WebRTC enabled us to offer a higher level of audio quality- greatly simplifying not only the installation of our solution for agents but also easily integrating with a company’s existing CRM," said Francisco Segovia, Presence Technology Chief Technology Officer.

WebRTC is already catching fire with developers looking to embed real-time communications of all types directly into the browser. In simple terms, this means making contact with an individual via voice or video a simple click on a button to initiate a real-time session.  

The application of WebRTC into a variety of enterprise applications, including contact center solutions, will be highlighted at the WebRTC Conference & Expo to be held in Atlanta, Georgia June 25-27, 2013 at the Cobb Galleria. 




Edited by Braden Becker
Get stories like this delivered straight to your inbox. [Free eNews Subscription]




FOLLOW US

Free WebRTC eNewsletter

Sign up now to recieve your free WebRTC eNewsletter for all up to date news and conference details. Its free! what are you waiting for.