Although some critics are labeling the newest tool in the internet-based telecommunications field a “VoIP killer,” nothing could be further from the truth. The reality of the situation is that this new technology, WebRTC, is here to make it even easier for customers to contact your business using the internet. Let’s find out if it’s right for your business.
What is WebRTC?
At its most basic, WebRTC is a way to make phone calls, video calls, instant messaging, and file transfers with nothing but a web browser.
And in addition to being immensely convenient for end users, WebRTC is relatively easy to configure for administrators and developers. You can create a link on your homepage that will allow customers to initiate a video call without the need to dial a number from their phone, or even open up Skype on their desktop.
The benefits to your customers
This creates a much more connected customer service experience. With WebRTC calls, you’ll never have to ask “Ok, are you looking at our site?” They had to navigate to your site to even make the call, so a certain amount of knowledge can be assumed the moment you pick up the line. This allows customer service representatives to assist customers calling through this medium in a more specific, nuanced way than calls they receive from cellphones and landlines.
What are the drawbacks?
Compatibility is one of the main reasons to avoid jumping on the bandwagon too early. Most notably, Apple has been on the topic of working with this new technology. Developers have noticed nods to WebRTC availability in Apple’s callkit, but no official announcement has been made yet.
It could hurt user experience if an Apple user sees a “Start a video call now!” button but gets an incompatibility message when they click it. If you are still interested in giving it a shot, make sure to work with experienced professionals to test it in the wild before committing wholeheartedly.
The WebRTC critics
Some industry professionals are crying foul. They believe this new technology will diminish the relevance of VoIP and throw internet-based telephony into uncertain territory. In reality, WebRTC is a far cry from a VoIP killer because people who are willing to make calls from their desktop computer are still a small minority.
With a Unified Communications infrastructure, your staff utilize VoIP solutions to make and receive calls from traditional phone numbers in the same place they receive WebRTC calls. At the end of the day, this new technology isn’t about disrupting VoIP, it’s just about partnering together to give your customers new ways to get in touch with you.
The main reason to partner with a managed services provider is to ensure you’re always getting the best technology available. Although WebRTC might not be for everyone, it’s important for you to know what your options are. If you’re interested in becoming an early adopter of this technology, don’t wait another minute to call us.
Published with permission from TechAdvisory.org. Source.