As Web Real Time Communications, or WebRTC, becomes a standard across all desktop and mobile browsers, it promises big benefits to your business whether you’re running a small sales team or a large-scale contact centre.
However, as you implement WebRTC in your organisation, there’s an audience you need to win over long before you consider your customers: your users. After all, they’re the people who will be working with WebRTC every single day and, often, depending on it in order to stay productive.
In our experience, few businesses take the time to consider the needs of their users in the decision-making process. Being aware of the benefits your agents will get is an important step in ensuring good adoption. Here are just a few to get you started.
Advanced communication features to make life easier
As you strive to make life easier for your customers, WebRTC can do the same for your agents.
The WebRTC plugin brings various forms of communication together in the web browser, from your VoIP hosted telephony to live chat, video chat, and screen sharing. With everything in one interface, training new users is a quick, efficient process - and there’s less complexity for your users on an ongoing basis.
Meanwhile, WebRTC makes it possible to offer a single sign-on with just one user ID to remember, not individual passwords for multiple applications. As a result, you agents can stay focused on what they do best and will always have access to the tools they need.
Finally, WebRTC integration with applications like your Customer Relationship Management (CRM) system means you can present your agents with vital information at all times. This includes presenting CRM system data (like customer records) in the WebRTC interface and, conversely, bringing logs of customer interactions directly into your CRM database.
With these essential features in place, you can help your team stay productive and motivated.
Powerful collaboration and conferencing
Beyond making work easier and more convenient for your users as individuals, a solution like WebRTC can unlock new opportunities for collaboration. Just as WebRTC transforms the ways you can communicate with customers, it also dramatically changes the ways people can communicate internally.
One popular tool is live chat, with your users taking advantage of a real-time ‘instant messenger’-style service for internal discussion. According to Computing, 2017 will see increased adoption of internal live chat, which allows users to collaborate more informally than email.
For more in-depth discussions, video conferencing can remove the inconvenience of face-to-face meetings, particularly with satellite teams or colleagues in different countries. WebRTC can support both ad-hoc conferences and scheduled meetings with emailed invitations.
Flexibility and new ways of working
Today, 58% of employees say they would look to work remotely, while staying competitive often means embracing mobility and getting closer to customers and opportunities.
WebRTC can be accessed on a variety of different devices, allowing your end users to take their communications with them wherever they go.
As a result, WebRTC doesn’t just help your users do the same things faster and with less frustration. It opens the door to brand new opportunities, capabilities and ways of working on the move.
Find out what WebRTC could do for your users – and your customers.
Visit www.hostcomm.co.uk/solutions/web-rtc-for-business
