WebRTC services are a great way to streamline customer service processes by eliminating the need for separate phone lines and SIP softphone applications. These services are also secure, thanks to end-to-end encryption. As a result, using WebRTC services significantly reduces cyber threats and increases the security of customer information. WebRTC services are built on the RTC protocol, designed for peer-to-peer and client-to-client communication. WebSockets, on the other hand, are more suitable for large-scale communication. They use tokens to streamline negotiation and are compatible with native encoders, web browsers, and other devices.
WebRTC services also allow for more personalized interaction with customers. For example, customers can speak to live customer service agents using only a web browser, which means less time is wasted recording the same information twice. Furthermore, WebRTC solutions enable organizations to use embedded endpoints to connect customers to live agents.
Provides High-Quality Audio and Video Communication
WebRTC is a technology that enables high-quality audio and video communication over the web. You can make and receive high-quality voice and video communications with a media server and a client. WebRTC works with most browsers and operating systems.
WebRTC engines dynamically adjust the quality of streams to network conditions. This allows them to respond to network jitter, packet loss, and bandwidth fluctuations. As a result, WebRTC engines can’t guarantee the highest-quality audio or video stream, but they try to adjust the stream to accommodate these conditions.
For WebRTC to work correctly, it must establish a stable connection. A successful relationship will enable connectivity for all the streams in the session. Nonetheless, peer-to-peer connections are notoriously unreliable. They may flip between connected and disconnected states frequently.
Reduces Contact Time with Customers
WebRTC services enable contact center agents to use their web browsers to connect with customers. This eliminates costly handset purchases, annual maintenance fees, and the hassles of SIP client upgrades. It also eliminates support and helpdesk expenses. Other benefits of WebRTC include reduced capital expenditures and software requirements.
A business can also use WebRTC to improve the customer experience. In this day and age, more customers are choosing to do their banking and insurance business online. In addition, the number of customers visiting physical branches is steadily declining. WebRTC services help companies give online customers the best possible experience and reduce travel costs. For example, WebRTC services make it easier for loss adjusters to handle insurance claims without traveling to the client’s location.
WebRTC also has the added advantage of being simple to use. It is built into web browsers and can be accessed from any device. It also allows users to use a mobile application to contact customer service. As a result, employees can spend less time on the phone and improve their productivity.
Optimizes Network Conditions
WebRTC services optimize network conditions by using dynamically adjusted quality streams, which adapt to bandwidth, packet loss, and network jitter changes. Each WebRTC engine implements its version of adaptive streaming to maintain high-quality video streams. However, a WebRTC engine can’t guarantee high-quality video streams in all network conditions. Hence, WebRTC services should carefully consider the architecture of individual streams to achieve maximum quality.
The WebRTC architecture is essential for determining performance characteristics, such as connection setup latency and protocol overhead. Therefore, the bandwidth and frame rate should be optimized. For a high-quality WebRTC connection, at least 1.2 Mbyte+/s should be available. Ideally, the browser will try as many as three or four Mbytes.
WebRTC services are an excellent solution for team collaboration, allowing users to access real-time audio and video conferences on browsers. This technology also reduces costs and ensures browser interoperability, which is essential for many businesses. Remote working trends have also bolstered the demand for WebRTC services in the enterprise. A recent study revealed that 3.7 million employees in the US work from home at least 50% of the time. By removing the need for downloads and lag, WebRTC allows businesses to provide superior-quality connections and eliminate the need for premium service standards. With this technology, educators and students can communicate with one another from far distances and still receive superior quality and connection quality. In addition, webRTC lets teachers and students view their student notebooks and school blackboards.