WebRTC enables real-time communication through a set of APIs that web browsers make available. It also includes other technologies such as mobile devices that become Real Time Communication (RTC)-capable via simple, web-based APIs.

Devices can connect directly via a web application. This bypasses traditional communication approaches that require the installation of signaling networks such as telephony or SIP-based VoIP networks.

Voice and video calls as well as data communication are possible via any WebRTC-enabled web application without having to log in to the underlying network services.

The biggest advantage of WebRTC is its independence from devices. At least in theory, every browser becomes a communication device. This enables communication without having to install any software. This in turn reduces the operational costs. An additional advantage is that everything is controlled via a single media platform. Users of web-based applications – websites, e-commerce sites, etc. – can communicate directly via the browser and do not have to spend time switching between devices.

There are countless areas of application: Customers who visit a website can, for example, click on a ‘Call Now’ button through WebRTC. Previously, a device change, i.e. a media break, was necessary. You had to use a specific device to dial a number and another to be called back. Thanks to WebRTC, the visitor can now start a voice or video call in real time directly from the browser without having to switch back and forth between devices.

But there are less obvious benefits too. For example, costs can be reduced in contact centers. Most recently, jtel deployed a WebRTC-based call center where agents (instead of callers) use WebRTC. Since the provision of all the required software is web-based, no installation was necessary on the agents’ computers. Agents simply launch the web browser to gain access to PBX and ACD as well as the CRM system. This reduces deployment and operating costs enormously as there is no local PC software to maintain. Simply using a WebRTC-enabled browser is enough.

Of course, there are still some difficulties to be overcome. For example, not all browsers support WebRTC – such as Internet Explorer (although Microsoft has signaled that the Edge browser will soon support a newer version of WebRTC). Apple has not yet positioned itself in this regard, so at the moment only Firefox and Chrome can be used reliably.

So what does the future look like? When VoIP came along about 15 years ago, the first assessment was that it would revolutionize communication in a very short space of time. That didn’t come true and it’s only today that VoIP is really gaining traction ahead of the other communications networks. WebRTC could go the same way – almost like a new reservoir that is slowly filling up. Initially inconspicuous, but ultimately only a few ‘islands’ of conventional communication remain.