Vocalcom and Google collaborate on a revolutionary feature for contact center solutions using WebRTC and Chromebooks

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The collaboration combines Vocalcom’s expertise in contact center software solutions with Google’s expertise in Web applications and Chromebooks to enable greater simplicity, flexibility and cost efficiency in contact center operations.

WebRTC Contact Center Solution

The Vocalcom WebRTC Snap-in offering is an end-to-end solution that turns WebRTC into a scalable, secure, and practical tool to Web-enable your communications. Or said in a different way, it turns hype into reality.

Vocalcom leverage the WebRTC standard and drive a 21st Century approach to communications and speed collaboration, bringing the flexibility to quickly and cost effectively equip customer service representatives and for increased productivity and enhanced financial performance.

The Vocalcom WebRTC contact center solution brings a wealth of advantages to contact centers including increased ease-of-use, rapid connectivity, and cost efficiency as agents are able to connect quickly and efficiently from anywhere with customers in real-time across multiple channels. For the customer, any web browser may be used as WebRTC works easily and efficiently across multiple platforms, allowing for a seamless customer experience.

The integrated technology would let customer-support reps access the Vocalcom contact center software—hosted in the cloud or in a local network—via the Chrome browser. Tapping the Chrome browser’s native support of WebRTC, users will be able to communicate with audio and video without having to install additional software.

The Vocalcom WebRTC contact center software solution is the first cloud contact center with zero on-premise hardware, software, and telephony infrastructure. This development allows contact center agents to use the Vocalcom cloud on Chromebooks through WebRTC-enabled interfaces. Within a single window, the solution puts the customer record front and center, with the most critical and recent information in clear view. The agent may then search easily for more details, as all of the customer’s interaction history—across all channels—is there in one place. Customers may then initiate contact with a company representative or customer service agent directly from the website without a need for installing an additional third-party application.

WebRTC technology, heavily supported and promoted by Google, allows audio and video conferencing applications to run on browsers via Javascript APIs without needing special plugins or add-ons. WebRTC is a communications standard that enables Web application developers to write rich, real-time multimedia applications on the Web, and it does not require additional plug-ins, downloads or installations because the Web browser is the application itself. The standard comes fully equipped with all that is necessary to engage in real-time, multimedia communications—whether it be via phone, video call, email, chat, SMS, or social media.

Making it easy makes it better, said Anthony Dinis, CEO of Vocalcom, in a statement. “Self-service features, the contact center, social and mobile have never been intimately connected. Cloud-enabled solutions, like this one, drive TCO savings, increase flexibility, accelerate ramp time and make it easier to implement secure agent desktops. By introducing WebRTC in the contact center world, Vocalcom will allow companies to gain that flexibility and cost efficiency using our leading contact center capabilities accessible through Chromebooks.”

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Anthony DINIS
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