Vocalcom and Google Collaborate on Contact Center WebRTC Solution

Vocalcom, a provider of contact center software, has partnered with Google to integrate its WebRTC technology into the Google Chrome environment, letting customer support reps access Vocalcom contact center software hosted in the cloud or in a local network via the Chrome browser.

Tapping the Chrome browser's native support of WebRTC, users will be able to communicate with audio and video streamed over the Internet without having to install additional software.

Within a single window, the solution puts the customer record front and center, with the most critical and recent information in clear view. The agent can then search for more details, as all of the customer's interaction history across all channels is there in one place.

WebRTC technology, heavily supported and promoted by Google, allows audio and video conferencing applications to run on browsers via Javascript APIs without needing special plugins or add-ons. WebRTC is a communications standard that enables Web application developers to write rich, real-time multimedia applications on the Web, and it does not require additional plug-ins, downloads or installations because the Web browser is the application itself. The standard comes fully equipped with all that is necessary to engage in real-time, multimedia communications, whether it be via phone, video call, email, chat, SMS, or social media.

"Self-service features, the contact center, social, and mobile have never been intimately connected," said Anthony Dinis, CEO of Vocalcom, in a statement. "Cloud-enabled solutions, like this one, drive [total cost of ownership] savings, increase flexibility, accelerate ramp time, and make it easier to implement secure agent desktops. By introducing WebRTC in the contact center world, Vocalcom will allow companies to gain that flexibility and cost efficiency using our leading contact center capabilities accessible through Chromebooks."

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