The biggest immediate WebRTC opportunity for enterprises and anyone with customer service or outreach initiatives is to consider how WebRTC could be used in these customer engagement scenarios. I spoke to a solution architect at one of the major contact center companies yesterday, and as I was describing WebRTC, he immediately zeroed in on the collaborative aspects WebRTC can enable. In customer support and service environments, the ability to share what’s on the screen or to see a video image, not of talking heads, but of the problem the customer is describing or the solution, is a tremendous opportunity, particularly when these capabilities are build into the browser.
If your organization operates a contact center, you should be demanding of your contact center vendor a roadmap with WebRTC functionality built into the product. Also, you should require this at no to low cost, as it really will not cost the vendor a lot of development cycles to make it available within your contact center software.
What the Communications Vendors Need to be Doing
Any vendor company making PBX or call center software should have a development initiative to add WEbRTC as a channel into the PBX or contact center software alongside SIP and other communications and collaboration protocols. This can be done without too much development cost, and it will put you on the leading edge with respect to the technology curve.
