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WebRTC in Customer Service: Opportunities and Challenges

WebRTC promises to enhance omni-channel voice, video, and mobile Customer Experience

  • Research Code : 9857-00-5A-00-00
  • SKU : IT00164-NA-MR_01158
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  • Release Date : 01-Apr-2015
  • Region : North America
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Availability: In stock

Web Real-Time Communications (WebRTC) is a powerful and evolving open source standard that may be the answer to customers and companies communications needs. WebRTC allows customers and agents to make and receive voice and video calls and share files within their browsers windows But customer contact organizations face challenges in fully capitalizing on WebRTC. For example, not all browsers support it. How effectively organizations and vendors respond to these challenges will determine whether WebRTC will become a permanent part of the communications channel mix, and if so in what form.
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