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The good news is that real-time communications took a special turn with the introduction of WebRTC, a technology protocol that eliminates the need for that plug-in or that added software that enables the direct video connection to support communications in real-time. Built on open-source technology, WebRTC allows developers to create applications that are not only low-latency in audio, but also in video. Consider the issues of operating a stand-alone SBC. You have to either buy a dedicated appliance or, as more often the case these days, find space on a server to run a virtualized instance of a SBC. The former approach is going to be more expensive, but requires less engineering provisioning forethought than trying to juggle virtualized sessions on a larger server with other tasks on it. During the last decade, companies struggled to prove to their customers that they were "multichannel." They offered a number of ways for customers to communicate with them: beyond telephone, there was e-mail, Web forms, chat, fax and self-help options such as FAQ lists and the telephone-based IVR. What these modes were certainly "multi," they were completely isolated from one another, and quality of service varied wildly between channels. Over the next five years, we expect to see a rapid roll-out of VoLTE, VoWi-Fi and WebRTC services. VoLTE services that leverage AMR Wideband audio codecs are predicted to become increasingly widespread through 2015 as operators and device manufacturers mature their LTE offerings. In addition, the predicted rise of H.264 video calling and real-time interactive video services is being driven by increasingly available bandwidth for both operator-defined and OTT services. Productivity during the rest of work day is going to be trickier. Always-on, threaded/recorded IM communication for workgroups is all the rage, but managers and employees are going to have to balance out how many active threads/projects and participants they bring together and monitoring while trying to get everything else they are tasked with done. Employees may have to block out daily "No IM" time, probably in the morning hours, to take care of tasks without productivity interruptions. There's no question that the customer service industry has changed dramatically over the last few years with social media, more people having mobile devices and being connected to the Internet, and the worldwide borders that once separated brands and customers now diminishing.
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Become a WebRTC World columnist! Want to contribute your thought leadership and expertise around this exciting new collaboration technology to a rapidly growing audience? Become a writer, blogger or columnist for the WebRTC World and this newsletter. Contact Erik Linask, Group Editorial Director, at elinask@tmcnet.com for details.
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