webrtc calling in contact centers

Why Is WebRTC Calling Important For Contact Centers?


27 December 2023

As technology continues to evolve, call centers have also undergone significant changes to meet the growing demands of customers. One such innovation that has revolutionized the call center industry is WebRTC calls. 

In this blog post, we'll discuss:

1. What is WebRTC?

2. Benefits of WebRTC calling


What is WebRTC?

WebRTC stands for Web Real-Time Communication and is a technology that enables real-time communication between web browsers or applications. It allows voice and video calls, chat, and file sharing directly from a web page or application, without requiring any plugins or downloads.

WebRTC is a valuable tool that allows agents to communicate with customers in real time through their web browser, without the need for specialized hardware or software. This can significantly reduce the cost of call center operations, as it eliminates the need for expensive proprietary hardware and software while providing a rich set of communication features that can enhance the customer experience.

It enables call centers to offer a variety of communication options to their customers, including voice, video, and chat, which can be accessed through a simple web interface. It also allows call centers to provide real-time analytics and reporting on customer interactions, which can be used to improve customer satisfaction and identify areas for improvement in call center operations. Easy-to-use interface and advanced communication features make it an ideal solution for modern call centers looking to streamline their operations and improve customer satisfaction.

C-Zentrix offers a range of communication channels, including voice, chat, email, social media, and video. The platform uses webRTC technology to provide real-time voice and video communication between agents and customers through a web browser. C-Zentrix leverages webRTC to provide users with a seamless, high-quality calling experience, with no need for external devices or software. Customers can initiate video calls with a single click from the browser, and agents can handle the calls over browsers, making the platform ideal for contact centers of all sizes. It also ensures that all calls are secure and encrypted, protecting customer data and privacy.


Benefits of WebRTC calling:

CZ Contact Centre Solution is a cloud-based Contact Center Solution that provides a range of features for businesses to enhance their customer engagement. One of the key features of C-Zentrix is its support for WebRTC calls. With C-Zentrix, businesses can leverage WebRTC technology to provide high-quality audio and video calls directly from their website or mobile application.

1. Improved Accessibility & Flexibility

One of the main advantages of WebRTC calling is that it allows customers to connect with a call center from any device with a compatible browser. This increased accessibility means that customers no longer need to download and install software to connect with your agents. This ease of use can help to increase customer satisfaction and reduce frustration, ultimately leading to higher customer retention rates.

WebRTC calling can also increase flexibility for agents. With this technology, agents can take calls from any device with a compatible browser, making it easier for them to work remotely or from multiple locations. This flexibility is particularly important for businesses that rely on remote agents or have distributed teams.

By using a Cloud Contact Center Solution like CZ Contact Centre Solution, businesses can take advantage of WebRTC calling technology to create a seamless omnichannel customer experience. The omnichannel platform enables agents to handle calls, chats, emails, and social media messages from a single platform, simplifying their work and increasing productivity.


2. Enhanced Agent Productivity

C-Zentrix provides a range of features to help agents manage their workload and improve their productivity. With WebRTC calls, agents can easily handle calls and don’t have to worry about softphone configuration or freeware downloads.


3. Improved Call Quality

Another advantage of WebRTC calling is its ability to provide superior call quality compared to traditional calling methods. CZ Contact Centre Solution with WebRTC codec technology optimizes the audio and video quality and reduces latency, providing crystal clear and uninterrupted calls. This results in a seamless conversation between the agents and customers, enabling them to communicate effectively and efficiently.

The traditional calling methods use codecs that are not optimized for voice communication over the internet, resulting in poor-quality calls. WebRTC utilizes advanced codecs to ensure high-quality audio and video calls. These codecs enable faster transmission rates and reduce bandwidth requirements, making it possible to maintain high call quality even on slow internet connections.

WebRTC calling is a cloud-based solution, that allows call centers to operate without the need for expensive hardware and equipment. The Cloud Contact Center Solution is highly scalable and flexible, enabling businesses to expand their operations effortlessly. With C-Zentrix Call Center Software, businesses can easily integrate WebRTC calling into their existing Contact Center Solution, providing customers with an Omnichannel Contact Center Solution.


4. Cost Savings

By leveraging WebRTC technology, businesses can save on costs associated with traditional telephony systems. 
WebRTC Calling Software App or WebRTC Application eliminates the need for expensive hardware and software in call centers. This technology enables call centers to make voice and video calls directly from their web browsers, eliminating the need for additional hardware or software. For example, a thin client or browser-based tablet like Chromebook can be used for WebRTC calls. However, if a softphone needs to be installed, it cannot be done on Chromebook-like devices. This can be a big cost saving if the contact center has a high number of agents. 

Implementing WebRTC calling with C-Zentrix Call Center Solution can also provide an Omnichannel Contact Center Solution. This means that customers can communicate with your business through a variety of channels such as voice, video, email, chat, and social media. This allows customers to choose the channel that they are most comfortable with, leading to a more personalized and satisfactory experience.


5. Enhanced Security and Privacy

Another highlight of WebRTC calling is end-to-end encryption. With end-to-end encryption, the communication between the customer and the call center agent is encrypted from start to finish, ensuring that no one can intercept or access the conversation.  If your service runs peer-to-peer (with or without TURN relays) then it is encrypted end-to-end, this added layer of security provides peace of mind to customers, knowing that their sensitive information is protected from unauthorized access.

Equip WebRTC for call center


Implementing WebRTC calling in your call center using CZ Contact Centre Solution can bring a host of benefits for both your business and your customers. It allows for seamless, high-quality communication through a web browser, without the need for additional software or plugins. With WebRTC, your agents can easily connect with customers from anywhere in the world, and provide personalized and efficient service through real-time communication.

WebRTC can also help reduce costs for your business, as it eliminates the need for expensive hardware or software investments. It also provides a more secure and reliable communication channel, as it uses end-to-end encryption and protects against potential security threats.

Thus, incorporating WebRTC calling into your call center can improve the customer experience, increase productivity and efficiency, and ultimately help your business stay ahead of the competition. By embracing this innovative technology, you can create a more streamlined and effective call center that delivers superior customer service and drives business growth.


Subscribe to our Newsletter.

Recent Blogs

Subscribe to our blog post