November 04, 2013
Wildix Kite Integrates WebRTC and Unified Communications
By Rachel Ramsey, TMCnet Web Editor
WebRTC is transforming business communications. Whether you are communicating internally or externally, the ability to have face-to-face interaction in real-time with no complicated downloads or plugin installations adds a new layer of contact for organizations. It expands the capabilities of the contact center, meeting the demands of today’s always-on workforce and customer base. Wildix (News - Alert), an Italian-based provider of VoIP and unified communications solutions, is one company unifying business communications in the browser with Wildix Kite, its WebRTC-based solution integrated with corporate telephony systems.
I recently spoke with Stefano Osler, CEO of Wildix, to discuss Kite and what the future of WebRTC means for communications over the Internet.
The main advantage of using WebRTC solutions like Kite is simplifying and speeding up the contact center process – it’s easy to identify who customers are and what they’re looking for, and giving them an outlet to answer those immediate questions. With Web session information, people don’t always have to explain who they are and what they’re looking for, because information from the website can show what product they were viewing or information they were seeking.
It’s also a great use for tech support, whether you’re using it internally for remote support or using it as an external tool for customers. WebRTC makes it easy to show exactly what you’re trying to troubleshoot and eliminates the one-dimensional barrier of voice communications.
Smartphones, BYOD, the Internet of Things (IoT) and other trends related to mobility and wireless networks are fueling the growth of today’s “always-on” workforce. The average U.S. adult checks his or her smartphone every 15 minutes, and in a world of the push notification, we’re checking into work even more than ever before. It’s not unusual to see emails arrive in your inbox after 10 p.m. on weekends today. So what does WebRTC mean for this 24/7 corporate mindset? It’s definitely expanding what it means to be a contact center, especially for international companies, Osler said.
If you have a tool like Kite that enables real-time access to a company representative, customers will learn to expect this access just like they do with any other contact center medium – whether it’s email, voice, social media or chat, customers want what they want, when they want it. Kite works until 10 p.m. most of the time to be able to receive more customer requests.
The solution is also Wildix Kite is functional on WebRTC-enabled browsers – Chrome and Firefox – and is also available on Android (News - Alert) devices. The company plans to present is iOS application at the upcoming WebRTC Conference & Expo in Santa Clara, Calif. Wildix’s M. Theirry Gonon will also be speaking at the event in a session called, “Will WebRTC Impact Your BYOD Strategies?” along with executives from Broadsoft, Unify and vLine. The session will explore the opportunities and challenges of a BYOD strategy based around WebRTC, and whether it’s a good path for your enterprise.
Take a look at Kite in action – the solution is active on various websites, including for telecommunications company Comunica.Meta. This company’s website includes a “Contact Us” section that does more than just list bios, photos and email addresses; it offers the ability to get in contact with Comunica.Meta representatives right from the browser.
WebRTC will play a big role in communications as demands for real-time access and communications continue to grow. Eventually the online experience will be very similar to face-to-face interaction, and WebRTC is one of the first steps in driving this experience. Learn more about Wildix and try out the Wildix Kite demo to see how you can utilize WebRTC as an effective online sales and marketing tool.
Want to learn more about Wildix? Then be sure to attend WebRTC Conference & Expo, Nov. 19-21 in Santa Clara, Calif., and visit the company at booth #205. Stay in touch with everything happening at WebRTC Conference & Expo. Follow us on Twitter.
Edited by Alisen Downey