How Deeper WebRTC Customizations Empower Communications

Posted on July 30, 2020

This article is condensed and originally appeared in No Jitter.

WebAssembly provides a way for enterprises to differentiate their services and how they connect with their customers.

With advancements in communication technology, many enterprises can now differentiate themselves by providing personalized services and customer support. In customer support and contact center situations, for example, real-time communications tools such as Web Real-Time Communication (WebRTC), enables cross-platform and context-based support to enhance interactions between both parties. These elements provide context on the history of the customer and their preferred platform for interacting (i.e., web browser, in-app, phone call, etc.). The combination of these elements improves the customer experience as they seek resolution to their questions and empowers businesses to help customers in a timely and effective manner.

Today, a business’s capability to leverage WebRTC and deeply personalize it for their customers makes connections simpler and more streamlined for participating parties, while also allowing the business to gain a competitive advantage.

WebRTC isn’t a new offering. Since its creation in 2011, the technology has consistently enhanced deployment of voice and video tools within browsers and apps. As an open-source standard, WebRTC makes it possible for browsers and mobile apps to communicate directly with others in real-time, from any device, without extra plugins or communication service providers. With WebRTC, developers can build contextual applications that deliver relevant information to users with the proper functionality through the appropriate user interface at the right time and place.

WebRTC is a tried and true way to simplify and enrich direct communication and collaboration. It’s often still considered an “emerging” communication solution because as an open-source tool, it can be combined with other applications to enable richer and more complex deployments of voice and video communications.

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