Web Real-Time Communications (WebRTC) provides contact centers with a secure and cost-optimized solution that provides an improved customer service experience and increased agent productivity through the delivery of a high quality voice, video and data sharing experience.
Contact centers can use WebRTC to deliver a better customer engagement experience with a click-to-communicate button on their webpage. This allows them to seamlessly initiate a whole suite of real-time communication offerings including instant messaging, voice and video conferencing, and data sharing applications.
Sonus’ WebRTC Services Solution can enable both browser-to-browser and browser-to-Session SIP connections, allowing for seamless integration with any back-end SIP system and Public Switched Telephone Network (PSTN) infrastructure. In other words, agents can initiate a voice call from their WebRTC-enabled browser and communicate with an end user that is using either a WebRTC-enabled browser or a more traditional analog/Internet Protocol (IP)-based phone.
Sonus’ WebRTC Services Solution provides contact centers with: