WebRTC Finds the Connection between Web Self-Service and Live Agent Support
What does this mean to enterprises and their customers?
- Allows enterprises to offer full collaboration features, voice, video, presence, instant messaging (IM) and conferencing, directly within a Web browser, without using third-party communications applications
- Enables live communications with a contact center from the Web; this means that Web interactions can be routed and prioritized to specific queues based on the context of the interaction, and information collected as part of the Web session, such as account numbers, authorization, passwords and completed activities, can be used to route interactions
- Allows organizations to capture and analyze end-to-end Web-based interactions, to provide a complete picture of the customer journey
- Reduces the cost of telephony services by enabling customers to click-to-call directly from the website, bypassing the public switched telephone network (PSTN)
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Ask the Experts
We are looking to acquire a new dialer to support a blended inbound/outbound environment. What are some of the more important features and functionality that we should be looking for when selecting a new dialer?
During the last few years, the contact center market has experienced a wave of innovation, driven to a great degree by cloud-based vendors who are not bound by the limitations of legacy systems.
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.