Why Should I Care about WebRTC When I Already Have a Soft Phone? | CPI's Interactive Intelligence Blog

Why Should I Care about WebRTC When I Already Have a Soft Phone?

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Although this isn’t a post diving deep into the technical underpinnings of WebRTC, I hope you walk away with a better understanding of how it compares to the traditional PBX or IP PBX soft phones. What I am really trying to answer today is the question “Why should you care?”

The biggest technical feature of WebRTC is that it is delivered directly through the web browser with no need for additional software. Compare that to a traditional soft phone that is a piece of client software running on the computer that registers and connects to a PBX or other SIP enabled telephone platform.

You may be thinking, “If my soft phone allows me to talk on the phone using my computer and a headset, why do I need WebRTC?” While both options can provide similar user experiences, the big differentiator is that pesky soft phone software you have to deploy. End users may not fully appreciate this, but system administrators get it immediately. No software to install. No software deployment packages to write. No software updates to push. No back-up plans for when software pushes fail. 

For the professional who has been through late nights fighting software installs, this is a game changer. Imagine deploying a brand new Chromebook to a user. Let them take it out of the box, log into a website and start taking calls in less than 5 minutes. Sound crazy? Well, if you were at Interactions 2016 (the Interactive Intelligence Annual Conference), you saw it done on stage in front of thousands of attendees. Imagine deploying an entire office or contact center without deploying a single phone or installing a single piece of software on the desktop. Needless to say, that’s why you should care.

If you’d like to reach out with your WebRTC questions, we’d be happy to talk through them with you. Please leave your questions below in the comment section or email them to us directly. Thanks for reading!


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