Avaya recently published a blog post by Val Matula about how “WebRTC is bringing Customer Service of the Future to the Present.” The piece does a great job helping to explain the key values that will help contact centers evolve into creating a better customer service environment.
Testing, Analyzing and Diagnosing WebRTC Performance
As I mentioned in the podcast “Testing, Analyzing and Diagnosing WebRTC Performance,” I too believe that understanding the customer is vital. Providing this new mode to enable customers to more easily interface with contact centers is the key to delivering evolved customer service. Contact centers that implement WebRTC solutions are going to find value in simplifying their networks and being able to provide multiservices through a single interface: the web browser.
Customer Service Representatives
When Customer Service Representatives (CSRs) are interfacing with customers via WebRTC, interactions are driven from an HTTP/application/browser data path. Therefore, additional context about each customer will be available. This will arm CSRs with business intelligence, so they can immediately understand why customers are calling and how to address their needs. This efficency will drive productivity and increased customer satisfaction.
I encourage you to check out Val’s article and poke around Empirix’s website, to learn how you can better understand the customer experience in your WebRTC environment. Get ready for the contact center evolution and bring yourself into the future of customer service.
Are you working with WebRTC? What are your thoughts on how it can be used to improve customer service? Let me know in the comments below.
Qoe in the Digital Transformation Era
More on WebRTC
2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.
PESQ is a testing and monitoring related acronym that stands for Perceptual Evaluation of Speech Quality. Typically pronounced “pesk,” it is used as a means for automating the assessment of speech quality in communications networks (Unified Communications, VoIP, etc.).
SpeechTEK 2013 in New York City this week was a very successful event. I’ve been attending this event for more than 10 years, and while the trade show area was…
Still leading the way in terms of the number of customers is Verizon Wireless. With 118 million subscribers, it is just a little ahead of its nearest rival AT&T, who have around 107 million subscribers. In terms of where both were one year ago, this represents only a 2% increase for AT&T but over a 7% increase for Verizon Wireless.