WebRTC

What is WebRTC?

WebRTC (Web Real-Time Communication) is an open web technology that enables real-time communication directly in the web browser – without any additional plugins or software installations. The technology allows voice and video calls as well as direct data exchange between devices and is used in particular in modern communication solutions.

How WebRTC works

WebRTC is based on a set of JavaScript APIs with which web applications can transmit audio, video and data in real time. WebRTC uses various technologies to cross firewalls and NATs (Network Address Translators).

The most important functions of WebRTC include:

• Voice and video calls in the browser: Users can communicate directly in the web browser without having to start programs such as Zoom, Skype or Teams.

• Peer-to-peer data transfer: Enables the secure exchange of files or screen sharing between two end devices.

• End-to-end encryption: Protection of transmitted content using modern encryption methods.

• Low latency: Direct connection between the participants ensures minimal delay and high audio/video quality.

Use in contact centers

WebRTC is increasingly being used in contact centers as a flexible and modern communication solution. Typical areas of application:

• Browser-based customer calls: customers can speak to customer service directly from the website, without a phone number or additional tools.

• Omnichannel integration: WebRTC can be easily combined with existing channels such as live chat, video consultation or co-browsing.

• Softphone replacement: Agents only need a web browser. Hardware phones or local softphones become redundant.

• Remote work & cloud contact center: WebRTC supports location-independent working and is ideally suited to cloud-based systems.

Advantages of WebRTC

WebRTC offers numerous advantages for companies, agents and customers:

• No installation required: Works directly in the browser, even mobile.

• Cost efficiency: Saves traditional telephone costs through internet-based communication (VoIP).

• High quality with low latency: Improved call quality and minimal delay.

• Secure communication: Data is transmitted in encrypted form.

• Scalability: Ideal for dynamic deployment scenarios and growing teams.

WebRTC supports communication in the contact center by enabling voice and video connections directly via the browser. The technology not only improves the user experience through simple, immediately available connections, but also facilitates the implementation of modern, cloud-based customer service models.