What's happening with WebRTC?  Here, we put the focus on WebRTC.

Sytel has seen WebRTC come a long way in a comparatively short space of time.  Initially, it simply provided a voice audio path for agents.  Now, WebRTC enables anyone to click a button embedded on a website to talk to an agent.  It centralizes solutions and delivers voice and video calls to agents in contact centers or at home.  The agent that the customer speaks to can be pre-defined depending on the time of day, specific page on the website or any other rule you might like to define.

WebRTC buttons on a webpage can take the customer to any destination you choose, from example, an IVR script.  You have complete control over where the WebRTC call routes to by dictating your required rules in Scripter (see December 2018 product newsletter).  For example, a customer clicking a WebRTC voice button from a specific product page can be connected to an agent with detailed knowledge about that product, whereas a customer clicking a WebRTC button on an FAQ page could be passed straight through to a Customer Support agent.  In cases when there are no agents available; calls could be routed to voice mail or call-back request, or the WebRTC button could be temporarily removed.

The WebRTC functionality can also be offered by Sytel as an SDK toolkit that houses; WebRTC voice, WebRTC video and Chat as a JavaScript component.  From within the SDK toolkit these methods of communication can be used independently or simultaneously as required.  A customer might be having a Chat conversation and then instigate a WebRTC voice conversation with the agent if they need to speed up the conversation process or have a more in-depth conversation that would be cumbersome through a simple Chat.  All WebRTC calls are automatically recorded and saved in the usual manner, allowing for review and assessment as required by QA and regulatory purposes at a later stage.

Sytel has seen WebRTC become a major benefit for homeworkers.  Its design allows it to operate over the internet instead of the telephony network, with the agent simply connecting via their internet browser, only needing a broadband connection.  Organisations can centrally configure the service for their agents and can relax knowing that not only does the size of bandwidth not matter because WebRTC compresses the audio appropriately, but the audio is encrypted.

If you would like to find out more about Sytel and our WebRTC activities, please contact us or better still, if you can make it to London in March, come and visit us on stand 858 at the Call and Contact Centre Expo in Docklands on 26th and 27th March and see our WebRTC features in action.

Media Services

View Product »