WebRTC stands for “Web Real-time communication”. According to webrtc.org, WebRTC is a free, open project that provides browsers and mobile applications with real-time communication (RTC) capabilities via simple APIs.
In simple terms, it is a technology for real-time communication between two web browsers, communication can be via chat, audio or video communication, it doesn’t require any plug-in or any codec.
What it is and How does it work?
Once the two devices are ready, the two browsers can directly communicate and webserver does not play any role. Currently, it is supported by Chrome, Mozilla, and Opera.
3 main APIs of WebRTC are-
- GetUserMedia – Get access to the camera, microphone, and screen of the device
- PeerConnection – This does everything, encodes and decodes media, sends it over the network
- DataChannel – Send data directly between the browsers
Usage in Contact Center Industry – A complete browser-based multichannel contact center can be build using WebRTC, agents can directly make and receive a call on the browser. It doesn’t require any plugin or additional software or hardware.
In many countries, mixing of PSNN and VoIP calls is not permitted you cannot start full-fledged webRTC based contact center. But still, a contact center can be set up with limited webRTC functionality.