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 a bit smaller this year than in past years, the quality of attendees, discussions with customers and conference sessions were outstanding. Voice Biometrics One of […]
The WebRTC data channel could be used to provide connectivity between the participants in a collaborative session, providing a real-time experience using a peer-to-peer connection.
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.
Are you making the move to a Service Operation Center? You might be – and not even realize it yet.
WebRTC doesn’t come with a back end infrastructure, especially not one that can harmonize all the different protocols, codecs, various services and devices available today. CSPs however, are perfectly aligned to leverage their current IMS/PacketCable implementations to compliment the WebRTC services that they or their customers are looking to deploy.
I’m here at the WEBRTC expo in Atlanta, GA, the second expo of its kind. Yesterday afternoon was filled with several hours of demonstrations of WebRTC wares. According to some vendors, this years crowd is double in size then last. I can attest that there are a lot of people here.
Whether you are setting up a new contact center environment or updating an existing one, there are many factors to take into account. One wrong move and when you go live, the whole structure can come tumbling down. That’s why thorough pre-deployment testing is crucial.