Altitude Software & Interactive Powers Put WebRTC in Contact Center

Video may have killed the radio star but it’s doing anything but for the contact center. Customer engagement is critical, leveraging video as a communications and collaboration tool in the contact center is proving effective in delivering more personalized experiences.

Altitude Software (News - Alert) and Interactive Powers announced a joint contact center solution that enables easy integration of video capabilities.

The contact center solution relies on WebRTC for easy integration via SDKs and APIs, and because it is WebRTC there is minimal latency.  With a robust set of features in tow, agents can make a better connection with clients, accelerate problem solving, boost brand loyalty and enhance the overall customer experience.

Alfredo Redondo, CEO of Altitude Software, said: “Video allow us to create immediatism, proximity and trust. The inclusion of this visual component in interactions provides the costumer with a more personalized experience, becoming a competitive advantage for digital and omnichannel businesses. Optimizing the customer experience is essential for Contact Centers’ operations. Our collaboration with Interactive Powers was set to ensure the ultimate experience on all available channels and to create a true omnichannel journey, using Artificial Intelligence, chatbots and video calls to make the difference”.

WebRTC is an impactful technology to introduce to your contact center. As a contact center tool it is second-to-none at a time like the COVID-19 quarantine when face-to-face interaction is at a premium.

Is your contact center omnichannel?

Edited by Maurice Nagle