By: David Currier On: June 09, 2016 In: Interactive Intelligence Comments: 0

This week, I have been attending Interactions 2016 and learning a lot about new and upcoming features and technology for both the Customer Interaction Center (CIC) and PureCloud.

The single item I’ve been looking forward to over the last few months is the ability to leverage WebRTC within the PureCloud platform. I believe that this technology will transform communication as we know it. Here’s why…

What is WebRTC?

WebRTC is an open standard for web-based real time communication using nothing but a browser. In other words, it is a technology that enables easy transmission of media (voice, video, etc.) over the internet using a web browser. Here is another link to an article describing how PureCloud is leveraging WebRTC.

Why is WebRTC Important?

So what’s the big deal? When I was a kid, a phone call was made from an analog or digital handset to another similar device. This technology is being rapidly replaced by IP phones and calls using protocols like SIP and RTP. These are great, but still require physical devices or software packages.

WebRTC changes this model by directly embedding the ability to send media (such as audio or video) into a web browser. No phone required, no download or software install required. The browser makes use of a microphone, speakers, and/or camera attached to the computer to send audio and/or video. This means that a user can communicate with others with basically nothing but a browser and internet connection.

In fact, ININ is offering a new service called PureCloud Voice that can host ALL of the components necessary for communication in the cloud so that an organization can implement PureCloud with nearly a zero footprint – no phone servers to install, no phones to configure and deploy, no PSTN circuits to order and provision.

Sounds Great – When Can I Try It?

Soon. The demos I saw for this feature were truly impressive. I hope to be able to try it out as it is released in the next few weeks and will almost certainly be writing more about it…so stay tuned.

In the meantime, reach out to us if you’d like to sign up for a free PureCloud Collaborate org. We can help you walk through it so you can see first-hand what it is all about.