Just a few weeks ago, AudioCodes announced the availability of a new WebRTC SDK, that together with its unique WebRTC integrated solution, will help contact centers to quickly build WebRTC solutions. In the AppFoundry on-demand webinar Your Smart Way to WebRTC and SIP Integration, AudioCodes experts revealed more information about its unique WebRTC solution and how can it help contact centers to quickly and easily integrate WebRTC services into their SIP environments.
Since its introduction in 2011, WebRTC has become an important and disruptive technology for contact centers. WebRTC solutions enable contact centers to offer modern voice and video communication services that can be integrated into any mobile and PC device using standard web browsers and internet connection. Today, WebRTC is already supported by most major web browsers, including Chrome, Firefox, Opera, and recently support was added to Microsoft Edge and Apple Safari.
Besides improving customer experience, as users can now connect directly from any web browser without the need to switch to mobile or fixed-line, WebRTC also enables contact centers to benefit from cost reduction such as:
Reducing inbound toll-free costs – Accepting customer calls via inbound toll-free services incurs costs to business. In the US, the average cost per minute for a toll-free call is $0.05. This is not a high number, but when multiplied by the total number of inbound call minutes it can quickly increase to several millions of dollars every year.
Faster time to resolution – Better use of contextual data can reduce call times and avoid information being repeated. With an average agent cost of $0.5/minute, even if we only manage to save 5% of the agent time, it will become significant when multiplied by the number of agents and calls that they need to handle.
The next table describes how contact centers can reduce costs by moving to WebRTC:
Do you really need a separate WebRTC gateway?
Implementing a contact center WebRTC solution requires a WebRTC gateway component that will mediate between the WebRTC traffic and the internal contact center SIP network. The WebRTC gateway is an essential component for connecting the SIP network with WebRTC applications, but it also introduces additional complexity to the network, security hazards and will require specialist knowledge in order to properly install and configure it.
But there is another and more effective way. AudioCodes, a global leader in VoIP technologies, has managed to integrate WebRTC gateway functionality inside their SBC (session border controller). The SBC is an essential component in any contact center SIP network, so by integrating it with WebRTC functionality, it removes the need to install additional components in the network. Adding WebRTC functionality to an existing SBC will simplify the solution, and enable WebRTC services to be added to the contact center simply, rapidly and reliably.
And there is another significant advantage when using an integrated SBC and WebRTC solution. When using a separate WebRTC device, WebRTC standards demand that it needs to be located at the edge of the network and configured with a global IP address for accessibility. This potentially exposes the WebRTC gateway to networks attacks such as denial of service. However, when integrated as part of the SBC, the WebRTC functionality is protected by the SBC’s own security mechanisms that will block any attempted attack.
Enabling quick & easy deployment with WebRTC SDK
As mentioned above, just a few weeks ago AudioCodes announced the availability of a new WebRTC SDK. Using this SDK, contact centers can benefit from the quick and simple deployment of WebRTC solutions without the need to spend valuable time and resources on mobile and desktop application development. AudioCodes’ WebRTC SDK supports iOS and Android and browsers with native WebRTC support. The SDK also offers a “click-to-call” widget that enables customers to easily add a customizable click-to-call button to a website using just a few lines of code, without the need for web development skills.