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How does WebRTC deliver contextual communication?

WebRTC can offer businesses contextual information when communicating inside and outside their organizations. Learn how WebRTC communication provides context for users.

WebRTC is designed and built for delivering contextual communication.

Organizations can achieve contextual communication by embedding WebRTC into enterprise software, such as ERP, customer relationship management (CRM) and human resources.

WebRTC is part of the web browser and uses JavaScript code. It lives inside the browser and is accessible within the same internet connections as other enterprise software. It is natural to deploy WebRTC in a cloud environment, but you can also deploy it on premises and inside closed networks.

Here are three examples of WebRTC enabling contextual communication:

1. Users can call a contact center from an enterprise's website while logged into their accounts. User information and browsing history on the enterprise's website can be captured and passed onto the contact-center agent.

Adding web-calling features provide contextual communication in the contact center.

2. Extracting user information by building WebRTC into a self-service mobile application can achieve much of the same as the aforementioned example.

3. Embedding WebRTC into a contact-center agent's CRM system provides tighter integration between CRM and contact-center software, which automatically improves contextual communication.

When thinking about WebRTC communication, don't just think of phone calls. Think of what information can be tracked and collected over the internet and how to use that data to bring contextual communication into a session.

Do you have a question for Tsahi Levent-Levi or any other experts? Ask your enterprise-specific questions today! (All questions are treated anonymously.)

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This was last published in April 2017

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