Whether it’s polyester leisure suits or rotary phones, times change, and preferences evolve. But one thing remains the same: contact center challenges.
Modern times mean modern issues. The year 2020 saw the advent of a pandemic that’s had lasting effects on how Americans work, play, live, and communicate. This was followed by worldwide supply chain woes and The Great Resignation, impacting how (and whether) consumers obtain goods and services.
Even new technology has the potential to wreak havoc. While lockdown inspired the proliferation of new platforms, our increased connectivity can leave consumers vulnerable to cyberthreats, identity theft, and more.
How can call centers respond? With increased trust and reliance on WebRTC (Web Real-Time Communications), along with virtual call center software solutions.
WebRTC: The real deal for the real world.
Just as the name suggests, WebRTC gives websites and mobile applications the ability to communicate in real-time via application programming interfaces (APIs). This enables real-time chat, voice, and video to be embedded in browsers without plug-ins or downloading native apps. WebRTC allows apps developed for browsers, mobile platforms, and IoT devices to communicate via a common set of protocols for fast, easy data transfer.
As the only call center software developed by call center professionals, SingleComm was one of the first adopters of WebRTC. This gives us a firsthand understanding of the host of benefits the technology delivers.
WebRTC has endured the test of time for several key reasons:
- WebRTC is fast. Just under 500 milliseconds-to-delivery fast. In fact, WebRTC is the fastest internet protocol available. This makes WebRTC ideal for speed-critical endeavors, as well as the efficient transfer of data for scripting and other agent/customer interactions.
- WebRTC is secure. WebRTC is built for security from the ground up. Because of its real-time nature, encryption isn’t just mandatory, but also enacted in triplicate via three encryption specifications. This ensures that sensitive data is safeguarded from end to end, adding peace of mind for customers, whether they’re making a purchase or disclosing medical information.
- WebRTC works anywhere: Since the rise of the necessity for flexible work environments in 2020, work from home has become work from anywhere. WebRTC enables contact center employees to work in-center or at home with reliable connectivity and security in just a few clicks. No supercomputers or softphones are needed, saving on hardware costs, as well as time and energy to train employees for these devices. WebRTC also allows supervisors to monitor agent/customer interactions to foster excellence and help centers hit key metrics.
- WebRTC is affordable. Part of WebRTC’s staying power is thanks to its infinite affordability. WebRTC continues to be a low-cost option, making it attractive to call and contact centers worldwide.
Real + Artificial: The WebRTC/AI connection.
In addition to being compatible around the world, WebRTC works hand-in-hand with calling software for call centers. This includes artificial intelligence (AI).
AI depends on resilient, reliable technology to create accurate data with no lags and its benefits, as outlined below, are as broad and compelling as those for WebRTC.
SingleComm’s customers have little patience for long waits, multiple handoffs, and unresolved issues. It only takes one bad experience to send them headed for the hills–or another provider. We are always cognizant of this fact.
Fortunately, AI maximizes existing teams’ strengths, and this is a big help considering the tight labor market. According to Gartner’s 2021 Technology Roadmap Survey, more than 65% of customer service and support leaders are optimistic about the value that AI can provide, and plan to substantially increase their adoption of AI capabilities over the next two years.
Furthermore, new research conducted by The Harris Poll revealed that improved customer experience (CX) is now the most frequently cited driver of AI implementation decisions, above cost reduction and the ability to drive top-line revenue.
Advanced technology solutions are not new to the contact center industry; call-routing and IVR systems have been in use for decades. But today’s AI-powered options are taking the CX to new heights.
With WebRTC, AI enhances agents’ superpowers while improving the performance of call and contact centers and increasing customer satisfaction.
There are many ways SingleComm uses AI to strengthen agent performance and improve processes.
- Personalization. Tailoring the experience based on information that the platform has learned about the caller/user.
- AI-Based Customer Routing. The ability to match customers with the best resource or agent.
- Chatbots and Conversational Assistants. Interacting with customers, either by text or voice, taking care of simple and/or repetitive issues, and freeing up contact center representatives to focus on more complex assistance needs.
- Workforce Management. Data analysis capabilities that help predict when agents and resources are needed.
- Post Call Wrap-Up. AI assists representatives in entering call-action summaries and wrap-up codes
Leveraging WebRTC allows contact centers to augment AI, empower agents, increase security, and speed data transfer. The result: streamlined processes, better customer experiences, and stronger customer/brand relationships.
The BPO Challenge: Managing Thousands of Agents Globally.
Now more than ever, people want their communications, their way. A single company may have several different communication systems to manage, such as email, fax, SMS, chat, voice, and video, each with their own log-ins and even hardware, such as phones and computers.
Previously, the necessity of agents logging in and out of platforms to switch channels or changing phones and computers midstream would require additional staff, time, and training, making scaling and equipment management difficult. With SingleComm’s WebRTC ACD, contact centers can rely on a single skill set for all media to serve up any type of communication. As long as they have an internet connection, they’re in business. Agents stay busy, supervisors have visibility across the entire network, and contact centers can rely on the platform’s ranking system to automatically route the media to the next best available agent when callouts occur.
WebRTC is a win-win for SingleComm and the contact centers we work with. It is another example of how human ingenuity can pair with optimal call center software and tools to deliver exceptional results.