Web-based Call Handling via WebRTC
Modern call centres require modern solutions, and sometimes the traditional methods of handling calls—via a static phone or desktop application—are not flexible enough. The rapid migration of applications to the web via the cloud, coupled with a desire to avoid unnecessary expenditure on phone hardware, means that the ability to make and receive calls via web browsers and similar applications has become essential.
WebRTC is a protocol that enables clear, dependable, peer-to-peer audio and video calls in web-based applications, including Cxp. It prevents the need for Agents to install plugins or install native apps such as Cxp Agent Experience.
Agents can be individually configured to make and receive calls via WebRTC, but this will require them to have the appropriate licence add-on, and access to a that is set up to use WebRTC.