Tadiran Telecom Blog

Five Reasons Your Business Should Embrace WebRTC

Written by Lindsay Kintner - November 1, 2014

For years, decision makers have heard the benefits of WebRTC touted by pundits. After all, WebRTC enables peer-to-peer video and real-time voice communication right in the browser, meaning users don't have to download an application to get in touch with one another.

This technology has the chance to be truly transformative, as it provides a new and easy way for your customers and your employees to communicate with one another, both inside and out of your company walls.

It's very likely that WebRTC won't completely displace existing communications infrastructure. Instead, the technology will fortify areas where that infrastructure might be weak, particularly when it comes to customer-facing facets of business like the call center.

But because the technology is relatively new, it's understandable that decision makers might have some reservations about deploying it across their organizations. But in reality, they shouldn't. Here are five reasons why:

  • It's open source.Because WebRTC is an open source project, in addition to it being free, you can rest assured that a community of enthusiastic programmers will be constantly working toward making the project the best it can possibly be. This means glitches will be spotted and corrected sooner, and new functionality will be developed that will enhance the user experience.
  • You don't have to download a client.Think about WebRTC as a tool like Skype. Except you have to download Skype to use it. Your customers aren't going to download a videoconferencing tool to communicate with your contact center agents. But when that functionality is built into their browser, there's a good chance they might.
  • It's device-agnostic. These days, there is virtually no end to the amount of platforms and devices your employees and customers will use to access either your systems or your website. In 2012, Facebook said that more than 7,000 different devices access its servers every single day. Fragmentation has gotten even worse since then, so figuring out how to be compatible with as many devices as possible is crucial. Because WebRTC is browser-based, it works on multiple platforms-but not all of them (like Internet Explorer)-and all devices.
  • There isn't any registration or cost.Even having your customers walk through the standard hoops of filling out basic information can be enough to deter them from interacting with your website. With WebRTC, real-time communications functionality is built right into the browser, so your customers don't have to fill out registration forms or open up their wallets.
  • It's secure.You can't compromise on the safety of your corporate communications. As such, it is imperative that whenever business conversations take place, no one on the outside can listen in. Because the technology leverages a secure real-time transfer protocol (SRTP) for encryption, no one will be able to eavesdrop or record your mission-critical conversations.

With relative ease, WebRTC has the chance to empower businesses to enhance their customer service offerings while at the same time helping their employees collaborate easier in real time. Because of this, the technology may be a game-changer when it comes to enterprise communications.

Does your business use WebRTC? Do you plan on doing so in the future? Please let us know in the comments below!