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.
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.
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.