WebRTC and Visual IVR
Two highly complementary technologies, WebRTC and Visual IVR together deliver the ultimate in customer experience.
WebRTC is opening new doors for innovative communication. While still a nascent technology (or specification) with inconsistent adoption, it is being more widely embraced and we can expect more widespread implementation and support.
From an omnichannel customer contact perspective, this clearly places more urgency on organizations to initiate an omnichannel strategy, as this form of “in browser” real-time communication will rapidly become the “new normal”. Certainly, Video and in-browser chat will become a more mainstream contact channel and organizations need to be ready for this. Visual IVR easily utilizes WebRTC as an additional channel for customers to communicate on.
Visual IVR ensures your callers are smoothly pivoted into the digital channel to provide an improved self-service experience, while still allowing customers to choose their preferred method of seeking assisted service. Whether that is traditional voice or chat, or an in-browser audio or video WebRTC based channel, Visual IVR seamlessly connects your customers with your agents. Compatible with all major WebRTC providers and frameworks, Visual IVR integrates quickly and easily.