As the world of work settles into the “new normal," contact centers have been doubling down on technologies that enable agents to work from home.

Expanding WebRTC Beyond Traditional Peer-to-Peer Voice and Video

WebRTC is transforming the communications world. It is being used in Contact Centers, Unified Communications, and a range of applications to provide voice and video directly on the Internet using IP. Analysis has shown there is more WebRTC-based traffic than services like Skype today.  However, WebRTC has the potential of providing much more in how real time is employed in applications and use cases.

Vidyo Report Analyzes Video-Enabled App Trends

Vidyo and WebRTC.ventures have released a new report, analyzing the current trends in video communications and video projects. This report, titled “The Rise of Embedded Video Communications: Trends in Video-Enabled Apps,” has found some ongoing trends and data that video communications service providers will want to know to help them better serve customers.
The report surveyed 166 Chief Information Officers, Chief Technology Officers, General Managers, Front-end Developers, and Engineering Directors.

Voice4Net Announces Text Message Customer Engagement Module

Voice4Net has launched a new SMS-based Mobile Customer Engagement Module, designed to create an omnichannel customer engagement experience for contact centers. The new Mobile Customer Engagement Module allows organizations to provide customer service via text messaging, which is growing to be the preferred means of communication for many consumers. This new module is part of Voice4Net’s RTC Framework client, and can be installed in cloud, premises-based, or hybrid environments.

Five9 and Genband Partner Together to Provide UC and WebRTC Solutions

GENBAND and Five9 Inc. have announced a new partnership, through which Five9 will offer GENBAND’s solutions to its contact center customers. Five9 selected GENBAND and three specific solutions due to the company’s experience with delivering cloud-based real time communications to customers across the world, and the ever-growing demand for WebRTC.

A Cacophony of Chimes

A Cacophony of Chimes

On February 13, Amazon Web Services announced the release of its fully managed communications service that it branded as Amazon Chime. About a year ago CaféX announced its Chime product. To keep it all from getting confusing, let's look at both, ignoring whatever trademark issues might be arising, so you are clear on what is what.

WebRTC Edges Ahead

I have been a strong advocate of the web-based transformation that WebRTC will introduce to real time communications. In the UC world, we have seen an increasing number of traditional telecom apps, new UC/Workflow entrants like Spark and Circuit, as well as a range of new applications and integration come into the market with WebRTC. But for the last three years, the first comment that the naysayers have made is that Microsoft and Apple do not support WebRTC.

Vidyo Enhances WebRTC Functionality

While some have said that WebRTC is not growing, the trends in the market argue differently. Today, Vidyo announced a new product release, Vidyo Server for WebRTC 3.2, which expands the support of WebRTC. Vidyo Server for WebRTC 3.2 enables guest access for participants in a Vidyo conferencing event to use a WebRTC-enabled browser. This is a clear advantage for using a Vidyo-based solution for external participants as it avoids the complexity and hassle of downloading a specific client.