Leveraging Web RTC for effective, fast Contact Center Customization

As a technology provider, I’ve been witness to a new generation of IT personnel and contact center managers coming to the forefront. Young, technologically-savvy professionals are taking leadership positions in the field, so it’s only natural that many of these individuals only know the concepts they were raised with: instant gratification, gratuitous rewards, and plug-and- play technologies. They expect an instantaneous, pre-configured solution for the contact center. Yet, they have a less-than-realistic sense of the amount of time, foresight and integration expertise it takes to create a solution that addresses the unique issues of theirbusinesses. They don’t understand how sophisticated a contact center installation can be.

As developers and providers who are entrenched in the field, we recognize that a seamless communication system doesn’t happen by magic. A truly effective contact center is the result of a well devised plan. It considers the needs of the individual company, by providing the best possible interactions with its customers and business partners. The plan requires integration time, labor, and above all, an intrinsic

understanding of the company’s existing infrastructure, business processes and internal culture.

Mismanaged expectations are one quick way to sink a new client relationship. So how do we combat the unrealistic expectations of IT personnel who may anticipate instant gratification in the integration

process? How do we change their pre-fixed mindsets for quick, cookie- cutter solutions—that in some instances are simply not feasible?

Technology providers can approach this in several ways. First, providers

can utilize WebRTC, or real-time web-based communications, as their primary tool for creating a solution that delivers superior results, while generating notable efficiencies by way of time-to- market, cost savings

and labor by reducing integration requirements.

WebRTC is a browser-based, HTML-5 protocol that leverages the architecture of the common web browser. A richly featured contact center solution that is tailored to a specific business need can be accomplished much more quickly via WebRTC, and at a lower price-point, since both time and labor are conserved. This framework can be built on top of the client’s existing infrastructure, making it easier to adopt new features and capabilities while allowing the end-user to preserve their legacy investment. These are advantages that Voice4Net has been touting for years, and have incorporated into our RTC Framework suite of solutions. The industry is beginning to see a growing number of successful WebRTC deployments, indicating it is ready for mass adoption.

A sophisticated WebRTC-based contact center implementation is as close as one might come to “plug and play” integration, while still facilitating the rich customization that caters to a unique set of business processes. It is, in effect, the best of both worlds: Crucial customization and an advanced feature set, in an expedient timeframe, and for lower total expenditure.

In part two of this article, we’ll explore how attentive consultation and professional services deliver essential value into contact center deployments, satisfying eager IT directors for a fast and easy installation. Because in the end, communication is all about human beings, and not the technology that makes it happen.

To be continued…