3 Ways That WebRTC Gets To Work

3 Ways That WebRTC Gets To Work

Web Real-Time Communications is on track to become a useful tool for real-world business communications and collaboration. WebRTC empowers organizations to embed communications capabilities — including voice calls, video conferences, instant messaging, file sharing and business application integration — in desktop and mobile Web browsers.

WebRTC is gaining traction because it delivers 3 essential business productivity gains:

1. Agility

WebRTC lets businesses add communications features quickly; businesses, customers and partners can initiate any type of communications they want with the click of a mouse.

2. Cost savings

WebRTC eliminates the need for on-premise communications solutions that operate over public networks and require software upgrades and maintenance contracts.

3. Persistence

WebRTC interactions are associated with particular customers, meaning conversations can be stored for future use and integrated with various business applications.

So where is WebRTC being used in the enterprise?

Sales : When customers are ready to engage with sales reps, do you want them hassling to find the right number, deal with computerized voice-response systems and wait for a callback? Of course not. With WebRTC, they don’t have to. Instead, customers can initiate calls from their browsers to be quickly connected with appropriate sales or service reps who have full access to the customer’s history.

Customer Service and Support : Contact centers were among the first to adopt WebRTC, and for good reason. Agents can share their screen views with customers, while customers gain more flexibility and information. Amazon’s Mayday service is a good example. Users of the company’s Fire tablet simply swipe down from the top of their screens, and then tap the Mayday icon. Over any Wi-Fi network, they’re connected to an Amazon support person who use WebRTC capabilities to see their display, draw instructions on it, and even make changes to the user’s setup.

Videoconferencing and Video Streaming : Imagine the ability to end a tiresome and frustrating email thread by quickly and easily launching a videoconference. That kind of power has many companies excited. “WebRTC will revolutionize video conferencing as we know it,” says Mark Strassman, senior VP of industry and product management at ed-tech vendor Blackboard Inc., which last year acquired WebRTC supplier Requestec.

Expert Consultations : There’s a world of experts out there, but not all of them are conveniently located. WebRTC enables experts to offer their services with video and voice, anywhere in the world. For example, LiveNinja offers what it calls a simple video chat tool, powered in part by WebRTC, that it says will “humanize your online experience” for e-commerce, real estate and more.

Telehealth : Can’t get to your doctor, physical therapist, nurse practitioner or other healthcare professional? No problem. Use WebRTC to initiate a telehealth solution. Physicians can launch video calls to check on a patient’s progress, monitoring vital signs provided by wearable technology. Doctors can conduct patient sessions via video calls. Retirement homes can connect elderly residents with live healthcare consultations. And all can record the sessions for follow-up reference.

This list is just the beginning. We are starting to see WebRTC real-world applications in gaming, social networks, content streaming and delivery, job interviews, online retailing, global education, emergency services, even real-time language translation. And this list will almost surely grow.

About Dean Manzoori

VP, Cloud Communications, Masergy
Dean Manzoori is Vice President of Product Management for UCaaS at Masergy Communications. He brings over 25 years of IT experience in a variety of roles including operational management, strategic planning and business development. Dean holds a BSEE from California State University, Long Beach with Great Distinction and an MBA from Pepperdine University.