Softdial WebRTC Gateway is a voice gateway solution to provide connectivity between Sytel's contact center software and a WebRTC softphone on the agent's computer. WebRTC is a technology that allows a browser application to utilise media devices such as microphone, speakers or webcam that may be connected to a computer. In a contact center environment this in turn allows the creation of a softphone within the browser that can connect to Sytel's contact center solution.
When an agent opens a webpage such as Softdial Agent Desktop and provides logon credentials their browser1 will request to use the headset or microphone. When they accept, the browser effectively becomes a softphone, connected to Sytel's SCC (Softdial Contact Center™) product and ready to make and receive phone calls.
WebRTC encrypts traffic by default so all voice traffic between browser and the WebRTC Gateway is secure. Additionally, the bandwidth consumed can be automatically throttled to provide the best audio quality for the available bandwidth, which is essential when connecting over the Internet.
Figure 1 – 'WebRTC Gateway providing agent audio connectivity across the Internet to a web application using the Chrome browser.
Benefits for a supervisor or contact center manager:
Benefits for an agent:
Benefits for an IT operations team:
Benefits for a finance director
1. Supported browsers are Microsoft Edge, Google Chrome and Mozilla Firefox. Please check versions in each case.