WebRTC is a technology framework that makes it possible to have “Real-Time Communication”, i.e. voice and video calls, directly in the browser. It’s been steadily maturing over past few years, and now that WebRTC is built-in to three of the top browsers (Chrome, Firefox and Opera), it is poised to make a big impact.
What is WebRTC? Imagine having functionality like Skype on your computer without installing any plug-ins or software. Like Skype, WebRTC could be a real game-changer for the world of phone calls.
I’ve covered the importance of the voice channel for customer service here and here. (Bottom line: Your company has to get it right to stay competitive.) So does that mean WebRTC is a game-changer for customer service?