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Market Research Report

WebRTC in Customer Service: Opportunities and Challenges

Published by Frost & Sullivan Product code 327769
Published Content info 20 Pages
Delivery time: 1-2 business days
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WebRTC in Customer Service: Opportunities and Challenges
Published: April 1, 2015 Content info: 20 Pages

This publication has been discontinued on January 14, 2020.


WebRTC promises to enhance omni-channel voice, video, and mobile Customer Experience

Web Real-Time Communications (WebRTC) is a powerful and evolving open source standard that may be the answer to customers' and companies' communications needs. WebRTC allows customers and agents to make and receive voice and video calls and share files within their browsers' windows But customer contact organizations face challenges in fully capitalizing on WebRTC. For example, not all browsers support it. How effectively organizations and vendors respond to these challenges will determine whether WebRTC will become a permanent part of the communications channel mix, and if so in what form.

Table of Contents
Product Code: 9857-00-5A-00-00

Table of Contents

  • Introduction
  • WebRTC Trends
  • WebRTC Business Use Cases
  • Challenges
  • Summary and Recommendations
  • Vendors at a Glance
    • Aspect
    • Avaya
    • CaféX
    • LiveOps
    • SightCall
    • Unify
    • Voice4Net
    • Voxbone
  • WebRTC Use Cases
    • Intuitive Solutions
      • The Situation
      • The Response
      • The Results
    • TeleSpeak
      • The Situation
      • The Response
      • The Results
  • Legal Disclaimer
  • The Frost & Sullivan Story
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