WebRTC is no doubt one of the hottest topics in the area of Unified Communications (UC). WebRTC enables users to communicate with each other via browser, without having to install any software. This is huge, people. What about Skype? Lync? Google Hangouts? Isn’t this functionality already available? Well, not really. With WebRTC you don’t NEED any stinking vendors. It completely frees the ties that bind you to a proprietary platform.
With WebRTC, browser-to-browser communication becomes as easy as clicking a button to call the other party (or screen share, video, IM, etc.). WebRTC puts the internet on one communications standard, instead of proprietary communications systems from Cisco, Microsoft, Avaya, and others competing for their share of the conversation. WebRTC is lightweight, and very efficient from a bandwidth perspective.
So what does this have to do with IVR? This: With WebRTC, the IVR users can interact with agents in a call center without having to integrate the IVR with the agent’s proprietary phone system. This makes it much easier to host IVR in the cloud, while keeping the location of your stuff transparent ot the caller.
DiRAD is investing heavily in bringing WebRTC solutions to its IVR, Call Center, Unified Communications, and Notification System platforms. We look forward to leveraging this ground-breaking technology.
For more information, start at webrtc.org.
Publish Date: March 6, 2015 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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