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Owing to it’s ability to provide customers with an experience that is both cutting-edge & highly practical, WebRTC has recently begun gaining major traction in business circles. Released by Google in May 2011, the technology is at the heart of an open source project for browser-based real-time communication, which consists of developing an application programming interface (API) that supports browser-to-browser applications for voice calling, P2P file sharing & video chat – all without the use of any plugins whatsoever. While it has been hailed primarily for its customer experience, retention and loyalty benefits, WebRTC will also help facilitate the process of acquiring new customers, particularly for companies working in fields characterized by complex customized sales & services. (for example, High Tech medical devices).
WebRTC & VoIP: Business in Real Time
Recent developments indicate that the business benefits of WebRTC technology will extend well beyond the areas of sales and customer service. Dialexia’s research & development department, currently finalizing work on incorporating WebRTC into its PBX software roster (see official press release), sees great promise in the technology’s ability to lower operating costs and raise productivity for businesses. Indeed, embedding features like video & click-to-call into PBX software can – in addition to making customers happy – greatly reduce the time required for sales inquiries or technical support, freeing up resources and raising employee productivity. Such features are also capable of generating substantial savings courtesy of reduced monthly telephony costs.
WebRTC Technology Outlook
While the use of WebRTC technology may not be widespread just yet, the growing number of software developers getting involved suggests we are reaching a major tipping point. Software giant Microsoft recently announced that it was backing WebRTC and will be supporting the ORTC API in Internet Explorer – just one of many indications that WebRTC is slowly but surely transiting from the laboratory into the real world. Once that transition is complete, many industry analysts expect webRTC will have become ubiquitous. Indeed, a study by telecom consulting firm Disruptive Analysis estimates that by 2019, there will be 2 to 2.5 billion active users of embedded communications worldwide, spanning consumer, small business and enterprise applications.