For those who frequently visit the Cloud Contact Center Channel, you’ve probably become accustomed to the articles that discuss how WebRTC and SIP work perfectly together, particularly for contact centers as they work to become omnichannel-enabled. ”It’s a major trend that will continue to grow in 2015.”.
An example of this was this week’s announcement by a SIP software developer that it now supports WebRTC in the new version (v3.4) of Brekeke PBX. In short, WebRTC’s ability to transform real-time interactions involving multiple media and multimedia is truly gaining traction across the broad spectrum of communications solutions. SIP is becoming a crucial part of the equation, and contact centers are the low-hanging fruit.
Brekeke is a name that many in the industry may not yet be familiar with. Founded in 2002 and headquartered in San Mateo, CA, the company has focused on helping to make SIP a reality. For example, Brekeke PBX is SIP-based IP-PBX software that creates telephony systems for enterprises and service providers. It comes in three editions: Single-tenant, Multi-tenant (MT), and Contact Center Suite.
With the latest release, website owners can not only provide communication capabilities for WebRTC clients but can also connect them to existing SIP-enabled telephone networks. And, as so many have pointed out, this means that the previous barriers to setting up and conducting high-quality real-time video conferencing have not only been greatly reduced, but the scope of who can participate has been dramatically expanded, thanks to the ability to include anyone with a WebRTC-enabled browser.
Another area where ease of use and expanded reach have become key selling points for WebRTC is in omnichannel contact center experiences. This has been a prime opportunity for WebRTC, as website owners can now route customer calls directly from their website to their contact center without requiring any additional action from customers.
“I believe WebRTC is the biggest development in years for SIP communications. Just as SIP paved the way for more affordable and less brand-dependent communications, WebRTC will accelerate open communications across various platforms and devices,” said Shin Yamade, Brekeke’s CEO. “Our contact center providers and their customers are excited to add another communication method to their toolkit. Convenient access to contact centers will improve the effectiveness of customer service and, as a result, increase revenue and customer satisfaction for their businesses,” added Yamade.
WebRTC, SIP, and contact centers really are starting to work together seamlessly. In fact, there is little doubt that 2015 will show just how well they work together.
Want to learn more about WebRTC, SIP, and contact centers? You can do so by attending the event, which will be held January 28–30 at the convention center in beautiful, warm Miami Beach, FL. We hope to see you there.
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