Eugenio Marongiu - Fotolia
WebRTC is designed and built for delivering contextual communication.
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.
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