Today I want to spell out some big challenges ahead for WebRTC specific to the call center space, an area in which I’ve been deeply immersed for the last 5 years. I have followed WebRTC quite closely, written about it, experimented a bit and I am certainly bullish. I definitely see immediate potential in the UC/collaboration space as well as in “person-to-person” OTT communication. But my enthusiasm is much more guarded about one particular application: Using WebRTC to connect call center agents to consumers.
To keep the conversation manageable, let’s just focus on one simple scenario: A consumer connecting to a call center agent for a real-time voice conversation via a WebRTC client that is embedded in a browser. Let’s ignore video, the mobile case and the agent-side of the equation. Essentially, I’m describing a “Skype-like” experience for a caller that allows a smooth transition from a web interaction to a voice interaction, without needing a plug-in. Pretty straightforward, right? Well, not so fast. Continue reading