In this latest podcast we discuss the impact WebRTC will have on the way we communicate and the capability it provides organizations to deliver an improved customer experience through the contact center.
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Scott: How is WebRTC going to change the way we communicate? Here to discuss that is Mike Burke with IR. Mike, let’s first start with defining WebRTC for people who may not be familiar with it yet.
Mike: Well, WebRTC, the RTC part stands for real time communications. WebRTC is a capability that’s built into browsers that are on everybody’s desktop if you’ve got Firefox or Chrome or Opera or the new Windows Edge browser installed you’ve got access to this fantastic capability that can easily let you as a consumer set up a voice, data, and video interaction with a company just at the click of a button from a smartphone application or from your computer desktop.
Scott: So what is its role in the enterprise world?
Mike: The role in the enterprise world is to provide a warmer type of an interaction between a company and the consumer or the customer. The idea is that a video interconnection between a consumer and a brand is a friendlier kind of an interaction. It’s also the way it’s going to be implemented or could be implemented by a financial services institution or an airline or any large enterprise that has a consumer facing contact center. It should significantly reduce customer effort which is a key measure in the contact center industry. It should significantly reduce the customer effort required to make a connection and speak to somebody, you know, at the financial services institution or the airline or wherever it is because of the ease of implementation and the way it’s been integrated into those browsers.
Scott: So give us an example of an optimal implementation.
Mike: Well, an optimal implementation might be, you know, you get your credit card statement or you get the email that says your statement’s available online and so you log in at your computer and you’re going through your transactions for the last month and you see the one for the, you know, for the Thai restaurant down on the corner and you see the one for your grocery trip to the, you know, the neighborhood co-op and then you come across a transaction that says 150 pounds of squirrel food and you think to yourself, you know, I didn’t really do that. I need to talk to somebody about that because that sounds like fraud and you look on your screen and you see a button right there that says talk to an agent and so instead of having to go find the number to call that’s on the back of your credit card, and you know, and go through that process of keying in information in the IVR and repeating the whole, you know, your whole story just to get back into the system, you actually can just click on a button and be connected with an agent who has access to the information on your desktop and who can speak to you through the microphone and speaker on your computer and if you’ve enable it, you can even have a two-way video chat. The default use case is probably to present you with video of the agent and you can decide if you want the agent to see you or not but the beauty of it all is that your situation is communicated to the agent as a part of the interface and so you don’t have to go through all of those stages of accessing a contact center by calling somebody up and then going through those three phases of interaction which is, you know, identification, authentication, and then getting irritated by all the different enter this for that and did you say this? Press one and all those other things that have to happen. By simply clicking a button on the browser page, you’re connected to an agent and the agent can see the context. You can explain it to the agent and say, I didn’t buy $150 worth of squirrel food. I don’t know how that may have happened and the agent can then do whatever is appropriate based on whatever level of authority or customer service insight that they want to bring to the situation so it’s a very high tech way of simplifying that connection between the customer and the institution.
Scott: So this is a technology that’s been around for a couple of years. What hurdles are there in place that sort of prohibit wider implementation or asked another way, what will spur broader implementation in the coming years?
Mike: Well, the functionality is out there for point to point communications between two individuals and the bandwidth required to do that is not too bad. You know, for example, you and I could, you know, initiate a, you know, a voice data video call pretty easily. But if you’re a large multinational bank and you want to put the ability to serve say 10,000 simultaneous customers using this in place, there’s a lot that has to happen to be able to mediate the connectivity that’s required as well as to assure the voice and video streams if your clients choose to use them are really being transmitted smoothly and provide a smooth connection and so the building of that infrastructure within those institutions to in some cases be there in parallel or to replace some of the existing infrastructure for human interaction in the institution, that’s one of the barriers and so figuring out how to do this right so that when it’s implemented, the interactions are high quality and effective to everybody is really important, not just that it’s an efficient interaction but that it’s also a high quality interaction and so building that infrastructure and making sure that it works reliably every time is what’s really important.
Scott: Join us next time when we discuss the omnichannel experience and ways to do it well. For more podcasts, visit IR.com.
Mike has banked more than 40 years in telecommunications, contact centers and networking while working at Honeywell, GTE, PNC Associates, Verizon, IQ Services, and now, IR Testing Solutions.
Publish Date: May 11, 2016
|1.)||All Ears Ltd|
Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Poly, Jabra, EPOS, JPL, Cisco, Logitech
We offer a broad portfolio of headsets to include Headsets with QD (Quick Disconnect), DECT and Bluetooth wireless headsets, USB Headsets, Zoom and Microsoft Teams Certified Headsets, UC headsets, Contact Center headsets, Work From Home headsets, hybrid work headsets, and more! We supply all headset accessories to include ear cushions, mic screens, lapel clips, training-y cables, interface cables, EHS cables, replacement parts, and more.
Hello Direct offers headset Refresh and Voice Testing Services and a new UVC Sanitize Service where we use our commercial UVC cabinets to sanitize your headsets and handsets with UVC light technology.
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
|8.)||Unicom Services Ltd.|
Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Telecom Products - office wired and wireless phones, dect systems, softphones.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
|9.)||Xiamen Mairdi Electronic Technology Co., Ltd|
Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
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