What is web calling and video calling?
Web calling is a browser based communication channel. It leverages a technology called WebRTC (web real-time communications), this allows for the transfer of audio data directly between browsers. Because it is browser based, it requires no downloads, plugins or applications.
Video Calling also leverages WebRTC technology to allow either 1-way or 2-way video calling between agents and customers. This is completely secure, and customers have the power to end the video call at any time. In order to keep standards high, Talkative's software ensures customers' bandwidth is sufficient for video calling to even be offered.
Why does my mitel contact centre need web and video calling?
If you want to give your customers a wide range of personalised communication channels, without stretching your own resources any further, then you are in the right place. Web calling and video calling will allow you to improve your contact centre offering, all within the confines of Mitel Ignite, helping to keep the learning curve to a minimum.
Web calling and video calling will humanise your contact centre and allow you to offer your customers a personalised experience within your website, without the need for them to download anything. This will give you the edge over your competitors.
WebRTC powered calls are not going to go away. In fact, they are part of the next evolution of the contact centre. By bringing them into your Mitel contect centre you are helping to future-proof your business.