Successful CCW2013 for JTEL in Berlin

WebRTC is attracting a lot of attention from the telecoms industry. Those ‘in the know’ recognise that it is a disruptive technology that challenges the way we communicate and the role of existing industry players.

At JTEL, we have recognised the ‘revolution’ and are gradually integrating the new functionalities of WebRTC into our products. Our latest innovation adds ‘click to call’ functionality to web browsers, improving call centre interaction possibilities.

WebRTC offers browsers additional communication options, so that any browser with native support for WebRTC can communicate with others of the same type. This is ideal for one-to-one communication and also creates interesting possibilities for the expansion of additional communication channels.

Call centre service providers can take advantage of the new JTEL WebRTC features in a range of applications: For example, customers who visit your website and want more ‘real-time’ information can initiate a real-time call with an agent. Imagine that a customer wants to take out an insurance policy but would like some additional information beforehand – instead of the sometimes time-consuming website search and the risk of giving up and visiting another website/competitor, all they need to do is click on the click-to-call button on the relevant website to contact an agent and clarify the outstanding points directly.

Or even better: the agent could also be logged in remotely via a web portal and make the call via a browser. This would eliminate the need for any type of physical device other than a headset and could be done via a compatible browser for WebRTC (such as Google Chrome). WebRTC significantly improves the virtual contact centre environment and offers a much wider reach from traditional call centres.

What’s more: while the customer initiates the call via the click-to-call button, the call centre can use a wide range of connections. Agents can be connected via desktop phones, mobile devices and WebRTC browsers. This creates additional flexibility and convenience for call centre providers. In addition, costs are reduced and new revenue opportunities are utilised.

Rest assured, this is not the end of the line…. We will continue to innovatively incorporate WebRTC functionality into our products and offer you additional ways to communicate. Stay tuned and check our pages from time to time or contact us directly.

We look forward to talking with you!