WebRTC; the Future of Service Provider- Customer Communication

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WebRTC is an open-source project started by the World Wide Web Consortium (W3C) that enables developers to embed peer-to-peer real-time communications capabilities into supported web browsers for voice calling, video chat, and P2P file sharing without the need of either internal or external plugins.

It is easy to see why even the most basic WebRTC implementation would be an appealing proposition to any company with a call center or just one that works with consumers. When your customers find you through the web, click-to-call is the most direct way to get in touch. It becomes even more valuable when you can escalate a voice call to video without any interruption. WebRTC is where the future of communication is headed!

Being aligned with these trends, Telco application developers can reach for great heights by adhering latest technologies like WebRTC in their app development which enables creative business models with wider reach ultimately delivering a great value to their users.

As a pioneer in the telco industry, hSenid Mobile has now taken the initiative to tap into the whole new world of WebRTC with its own hSenid Mobile WebRTC API! The communication process which was assumed to be so compound and intricate now has been made plainer and simpler with the emergence of WebRTC API introduced by hSenid Mobile Telco Application Platform (TAP).

WebRTC; a Whole New Avenue for Telco Developers…

Nowadays, a lot of innovation is aimed toward improving customer convenience. Think about something as common today as online advertising. There was an era when people had to publish their advertisements in newspapers and wait till the targeted party reads it and takes the move to call the advertiser. Consuming so much time to be published and be seen by the relevant people, it had no assurance that the reader would take all the trouble to respond by calling them.

Now with hSenid Mobile WebRTC API, all that is needed to make that one call, is at your fingertips! With WebRTC, advertisers are now able to offer live customer assistance through their websites. Since WebRTC-powered communications are integrated into Web or mobile app experience directly, the advertisers can facilitate them with a “Click to Call” button so that the clients can just click on it and make a call to the relevant party’s mobile phone in an instant for FREE.

For merchants to create advertisements with a call button embedded, the application has to call hSenid Mobile’s Telco API Management platform TAP (Telco Application Platform) to create the call component. Once the script is generated through the component, it can be embedded with any button on the website allowing users to directly connect with merchants’ mobile phones while preserving the anonymity of both parties. Once the purchase has been done, the advertisement needs to be taken out in order to prevent others browsing through it thereafter. This is where the merchant disables the call button. For that, the application will make a revoke script API call.

hSenid Mobile WebRTC API consists of 2 main components in order to cater the above requirements; Create Component and Revoke Component. Each has its own Request and Response calls within that enable the necessary functionalities.

1. Create Component

2. Revoke Component State

This flow encompasses the online advertising process that enables the users make phone calls via the web to the relevant merchants once they come across a preferred advertisement. The end result: A happy customer and a quick purchase in far less time and zero cost than it would take if the call could only leverage a voice channel. The outstanding feature of the offered facility is that, it is always bound to keep the user’s identity protected. The generated script doesn’t contain the phone number of the user which supports anonymity.

This online advertising use case elaborates the WebRTC usage in our day to day life from Alpha to Omega, but it is certainly not the only one! Online consultancy (tax, insurance etc…), online medical forums, online counseling, review mechanisms integrated to blogs and online customer care are some of the other instances where the core is all about WebRTC. With WebRTC you can embed communications into web based enterprise tools such as CRM and build a completely customer-oriented experience. This is sufficient proof to say that the use of hSenid Mobile WebRTC API has simplified the complexity of the usage of WebRTC up to a massive extent making the notion, “WebRTC is not for our routine” a myth!

This is just the tip of the iceberg. Today there are more than one billion WebRTC-enabled endpoints, meaning voice and video communications can be integrated into web browsers, personal computers and mobile devices without any hesitation. By the end of 2016 that number is estimated to reach over 4.6 billion.

It is high time to embrace interacting via the web and save your time, money and energy rather than using conventional methods. Keep a step forward and reveal the whole new world of WebRTC with hSenid Mobile APIs!

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