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WebRTC Solutions Week in Review: Microsoft, AT&T, KelCor

September 26, 2015

This week in WebRTC Solutions news, Microsoft finally gets into the WebRTC game with its new Edge browser, AT&T promotes its latest real-time communications application infrastructure, TMC speaks about the impact WebRTC is having on customer service, and KelCor notes the action items businesses should embrace to improve their own operations.

Perhaps the biggest news this week and the biggest in months for WebRTC concerns Microsoft. Readers can all breathe a sigh of relief and say, “Finally.” Microsoft has enabled the Object RTC API to run on its new Edge browser. This allows Skype for Web and Skype for Outlook.com to run natively in the browser without plugins. As TMC reports, this opens up Edge to interactions with other WebRTC projects. The integration of Object RTC is only in the preview stage at this point, but it holds hope that Microsoft will immerse itself more fully into the real-time communications game.

For all the skeptics out there who, even having read the above paragraph, still are not convinced of the coming prominence of WebRTC, even more news this week supports crawling out of that bunker. AT&T has recently been promoting its WebSphere Liberty Real-Time Communications application infrastructure that seeks to make Web development a little easier. The telecom reportedly wants to change how developers view WebRTC. Instead of a telecom standard, its recent blog post says, the company wants to transform WebRTC into an HTML5 standard. Web developers are the people creating these audio-visual portals; shouldn't they be comfortable when creating multimedia websites?

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More than just an infrastructure to connect enterprise employees, WebRTC is making its way into customer service in a big way. TMC notes that businesses are flocking to the protocol in order to streamline the multiple channels they want to offer customers. Instead of forcing customers into their email software, phones, or social media sites, businesses can keep customers in their chosen Web browsers – which is probably where their focus already lies. Without plugins or additional logins, customers can make one click and use voice, video, or text to reach call center agents. By funneling all interactions through the same portal, businesses can even capitalize on gathering call statistics from just one place.

Brent Kelly, the president of KelCor, sums up this week's news with his recent post, “6 Actionable WebRTC Recommendations To Help Innovate and Disrupt How You Communicate,” to the AT&T developers board. In the post, he recommends that business executives familiarize themselves with the WebRTC protocol and its market while also integrating real-time communications into their contact centers. He makes that case that this technology, if properly applied to high-value scenarios, can make it easier to connect with partners, suppliers, and customers.

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