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Enabling WebRTC with the Dialogic PowerVille Load Balancer - Dialogic - ContactCenterWorld.com Blog

Enabling WebRTC with the Dialogic PowerVille Load Balancer

I am regularly asked questions from customers wanting to WebRTC-enable their existing or new deployments. If this applies to you, then why not make life easy for yourself and take a good look at the Dialogic PowerVille Load Balancer (LB)?  Whether you are looking to complement your existing solutions with WebRTC (Web Real-Time Communications) technology or deploy an exciting new service in your network, the PowerVille LB should be a key enabling technology in your solution.

WebRTC’s inclusion in the HTML5 web technology and adoption by major web browsers, such as Chrome, Firefox, and Safari, have certainly catapulted the technology into the mainstream.  It’s now considered an essential and mandatory component in any architectural toolkit when designing access mechanisms for solutions.  Customer interactions such as contact centres and customer care services are rapidly evolving to take advantage of the latest video and voice technologies, all integrated and wrapped up natively from within the browser.

The multifaceted PowerVille LB provides a consolidated ingress/egress point for both traditional telco and new ‘Web World’ uses.  The ability to integrate within your existing telco VoIP infrastructure provides an extremely powerful piece of enabling technology that can seamlessly fit into any size deployment.  The following high-level picture gives an idea of the PowerVille LB’s general usage in existing and new VoIP solutions when enabling WebRTC services.

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Taking advantage of a plethora of mature and established JavaScript client libraries, many of which are open source, allows solutions to embrace WebRTC technologies in conjunction with the PowerVille LB.  Such technologies provide a perfect complementary partnership to utilise with existing and new SIP-based applications, as well as integration in service provider IMS environments.

The PowerVille LB is equally at home in non-VoIP environments when deployed as a pure WebRTC solution.  The ability to consolidate to a single ingress point and scale WebRTC solutions as required provides ultimate flexibility.  In conjunction with other key WebRTC concepts provided out-of-the-box, such as STUN and TURN services, the PowerVille LB becomes a ‘one-stop-shop’ for enabling solutions.

As you would expect from a product that continues to evolve with the rapidly changing technology industry, the PowerVille LB has a long-standing pedigree of cloud integration.  This includes support for generic OpenStack environments for deployment in compliant public and private clouds, as well as support for public clouds like Amazon’s AWS.  Such flexibility has resulted in Dialogic partnering closely as a trusted technology partner with many key customers to provide bespoke private cloud solutions when required.

For additional information on how the PowerVille LB can enable your solutions in a cost-effective, light-weight, and flexible manner, simply contact sales to discuss your solution needs.

Source: https://blog.dialogic.com/blog/enabling-webrtc-with-the-dialogic-powerville-load-balancer

Publish Date: July 16, 2018 5:00 AM


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eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

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FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

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Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

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Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 



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