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Much has been made in recent months about Web-based real time communications (WebRTC) and its wide array of uses. It's been seen as the next great thing in communications as a means to offer inexpensive and easy to use video calling, in customer service as a way to provide rapid access to answers to customer questions, and well beyond. But new reports suggest that, maybe, one of the biggest user bases that WebRTC might have is only just getting started, specifically, the consumer base. In any real time communications (RTC) application, moving data back and forth between clients and servers, as well as from client to client in peer-to-peer applications is needed. WebRTC has two mechanisms for communication, WebSockets and data channels. Each has advantages and drawbacks, says a recent blog post over at Tokbox.com. Remember Mystery Science Theater 3000? The trope of that TV show was to present a B-movie for at-home audiences, but with a trio of on-screen snark specialists making constant, hilarious, often deprecating, sometimes ironic, and always entertaining comments about the flick being shown. It was a facsimile of social TV-sort of-before real-time commentary actually became possible. Now, a service called Rabbit is adding a user-generated aspect to that same concept. Putting real time communication (RTC) together with video delivery for your living room sounds like a natural fit at first glance. But there's a big divide between WebRTC's current capabilities and today's IP-based video delivery systems running on cable and fiber systems - and that's even before we start delving into over-the-top (OTT) solutions. There's a lot of work to be done to bridge the gap. Getting the contact center running at its fullest capacity can be a difficult experience to say the least. With customers expecting more not only from the calls placed to the contact center but also expecting to make that contact in different ways and at different times of the day, it can be tough to find the right mix of service and profitability that keeps a contact center running. Presence Technology, meanwhile, has a plan to help out in the form of its recently-updated Presence Suite 10.0, a recently-launched system that provides an array of new tools to bolster that customer experience with a little help from Web-based real time communications (WebRTC).
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