WebRTC is no doubt one of the hottest topics in the area of Unified Communications (UC). WebRTC enables users to communicate with each other via browser, without having to install any software. So what, right? What about Skype? Lync? Google Hangouts? Isn’t this functionality already available? Well, not really. With WebRTC you don’t need any other vendors. It completely frees the ties that bind you to a proprietary platform.
With WebRTC, browser-to-browser communication becomes as easy as clicking a button to call the other party (or screen share, video, IM, etc.). WebRTC puts the internet on one communications standard, instead of proprietary communications systems from Cisco, Microsoft, Avaya, and others competing for their share of the conversation. WebRTC is lightweight, and very efficient from a bandwidth perspective.
So what does this have to do with IVR? This: With WebRTC, DiRAD IVR users can interact with agents in a call center without having to integrate the IVR with the agent’s proprietary phone system. This makes it much easier to host IVR in the cloud, while keeping the location of your stuff transparent to the caller.
DiRAD is investing heavily in bringing WebRTC solutions to its IVR, Call Center, Unified Communications, and Notification System platforms. We look forward to leveraging this ground-breaking technology.
For more information, start at webrtc.org.