Voice4Net, a provider of customer service interaction and voice communications solutions, has announced that its CEO Rick Farland will be speaking at TMC’s ITEXPO conference.
“We’re excited to return to ITEXPO this year, both in sharing our experiences with its prestigious audience, and joining our partner TeleSpeak to introduce our new technology,” McFarland said. “We look forward to demonstrating what a WebRTC contact center solution can achieve and how it can easily create value, vibrant functionality, and above all, enhance the relationship between businesses and their customers.”
McFarland will take part in a panel discussion titled “Multimodal Customer Engagement: Because All Your Customers Aren't the Same,” on August 11 at 9:00 a.m. The discussion will revolve around the challenges of maintaining multi-modal customer service platforms that include voice, text and video communication.
The conference will be held at the The Rio in Las Vegas from August 11-14. In addition to speaking at the event, Voice4Net will be attending to support Telespeak’s new Contact Center AnyWhere platform, which uses Voice4Net’s WebRTC infrastructure.
WebRTC is an open standard for video conferencing, originally developed by Google and seeing rapid adoption throughout the industry. It allows web users to start video chats through their browsers instead of proprietary applications such as Skype. The latest versions of Chrome, Firefox and Opera support it.
Businesses can use WebRTC to put a “click-to-call” button on their site, which customers can use to contact customer service agents without having to fumble for their phones or having to wait for an email answer.
The potential for instantaneous response makes WebRTC such a hot topic in the customer service industry, coupled with the shift to mobile devices. Both iOS and Android have banned the Flash platform that most Web-based video chat solutions depend on, and WebRTC looks like an ideal replacement to reach the growing number of mobile web users.