Hodusoft Announce WebRTC Phone in Omnichannel Contact Center Software


Posted July 24, 2018 by sindhav_bhagirath

WebRTC changes the way we use video and audio communication and Hodusoft’s WebRTC phone in its Omnichannel Contact Center Software brings in ease of use as well as efficiency to call center operations.

 
Hodusoft, Ecosmob’s division offering ready to use VoIP software, announced inclusion of WebRTC phone in omnichannel contact center software it has been offering down the years.

Speaking on the occasion, the company’s VP said that technology evolves and one must keep in step. Hodusoft’s omnichannel call center software has already become a standard but now, it becomes even better with the inclusion of WebRTC phone.

Hosusoft contact center software is based on Freeswitch open source technology. It already incorporates advanced features for contact centers such as predictive dialer, auto dialer that fetches leads from CRM, skill based mapping that routes calls to the right agent and automatic call distribution, to name a few. WebRTC is the latest inclusion in Hodusoft’s call center software and it transforms the way contact centers operate and interact with callers.

From the contact center and the operating agent’s perspective, WebRTC phone simplifies and enhances calls as well as omnichannel communication. A browser interface is all it takes to initiate or receive calls and one can simply use the desktop with a microphone and headset to carry on calls. Inclusion of a webcam takes it even further by enabling video chats with callers for better interaction and responsiveness. WebRTC permits peer to peer chats and also conferencing facility should it be needed. These and other advantages of WebRTC led to its inclusion in Hodusoft’s solution for contact centers. WebRTC technology does away with transcoding for communication and automatically manages data streaming aligned with internet bandwidth or networks so that dropped packets in audio or jittery video no longer pose an issue. Since WebRTC phones do not make much use of the mobile phone or computer’s resources for processing, the load on the system is reduced and even lower specced devices will work quite well. Though communications are through a browser interface, they are very secure, another feature that contact centers will like.

WebRTC phone is not just about voice call or video call or both. It enables sharing of the screen and sharing of documents too with persons engaged in the conversation. An agent’s capability to understand the caller’s issue or to explain something to the caller becomes easier when WebRTC layers contact center solutions.

Hodusoft WebRTC phone contact center solution allows contextual user data to link with calls. The technology is software based and needs no expensive hardware to connect and route calls anywhere in the world. The company’s latest iteration of contact center solution includes traditional features like DTMF, internal transfers, external transfers, CRM integration and call on mute. Real time analytics and reports are part of the offering that allows agent performance monitoring, call quality monitoring and others. This feature allows improvement in agent efficacy as well as quality improvements in customer service. “It is the latest and the best for contact centers worldwide,” concluded the VP.

Interested contact centers may contact Hodusoft on 91 79 48939393, 1-707-708-4638 or via live chat on website http://www.hodusoft.com.
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Contact Email [email protected]
Issued By hodusoft
Phone 3039973139
Business Address 407 Queensbridge Rd., #1018
Arlington
Country United States
Categories Telecom
Tags contact center software , omnichannel contact center software
Last Updated July 24, 2018