Contact Center Solutions Featured Article

Contact Centers Get WebRTC Boost from Dialoga

January 10, 2017

Customers increasingly want access to companies via different platforms. Whether it's the Web-based chat system or the straight phone call, customers want that ability to talk to a company via the means most available or most comfortable at the time. This move has even impacted the contact center, which has been stepping up its own operations in response. Recently, Dialoga Group offered up a new Web-based real time communications (WebRTC) platform geared toward helping provide that exact contact.

With Dialoga Group's new WebRTC platform, contact centers get access to a slew of features designed to allow for unconventional connections, ranging from voice and video to instant messaging and even file transfers, thanks to the data channel that comes with many WebRTC applications. The platform in question operates under two primary use cases, separated by code names Sword and Trident, which actually do a good job of reflecting the purposes of each.

Sword, for example, offers one or more personal direct dial-in (DDI) numbers that allow for direct, one-on-one communication—which is kind of exactly what a sword does, though for different reasons—through an array of devices. Essentially, it makes a business line available from anywhere with an Internet connection. This opens up options, allowing a business to effectively travel with a user, and open up new options to keep working even when the demands of the road—even just a quick getaway—call. Since it's WebRTC, it opens up more options than just a standard phone call and helps anyone pushing toward an omnichannel customer experience, which is increasingly desirable by most any customer service operation.

Trident, meanwhile, takes all of Sword's applications and opens these up to team use, basically like a trident would. Trident includes a few extra features to help make that happen for the contact center, including private extensions, interactive voice response (IVR) systems, instant messaging, voice recognition systems and more to round out the field and make it more suitable to a team-based environment.

Basically, it's a complete package whether dealing with the small business that may only need one contact center point or dealing with a slightly larger small business that may have a contact center several members strong. Since it's all built around WebRTC, it's a great way to provide many common contact points in a fashion that's both accessible and worthwhile for the contact center user. Customers want this diversity of contact points, and with Dialoga Group's system, it's now much easier to provide what the customer wants.

Providing what the customer wants is a fairly sure recipe for return business and positive word of mouth promotion, so looking into Dialoga Group's WebRTC contact center might be a great step for any business to take.

Edited by Alicia Young