How WebRTC is Evolving Contact Centers in the Sharing Economy

Posted on September 11, 2019

This article is condensed and originally appeared on MSP Insights

The sharing economy model continues to flourish. Uber, Lyft and Airbnb have become extremely popular, disrupting their respective industries, and we’ve seen an influx in other services like workspaces, delivery and even fashion join in on the trend of owning less and sharing more.

As the sharing economy continues to evolve, contact centers, service providers and businesses need communication strategies that align with the variety of business models and emerging customer preferences. Specifically, they need to facilitate communication across multiple channels such as social media, web and mobile apps, and provide customers with faster access and more convenient ways to contact businesses such as SMS, webchat, email and more.

WebRTC or Web Real-time Communication, is a free, open-source technology that enables real-time communication between website browsers (customers) from any device. The adoption of WebRTC within customer call centers continues to increase with the popularity of shared services as it answers the needs of the service providers and their customers.

Sascha Mehlhase, senior director of product management at Flowroute, outlines the positive impacts WebRTC has on today’s contact center providers and customers within the sharing economy: (1) Enhanced security, especially for international calls, (2) increased cost savings, (3) enhanced flexibility and (4) improved call quality to elevate the customer experience.

Read the full article here to learn more.

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