Bright Pattern Offers WebRTC Solution to Contact Centers

Bright Pattern is now using WebRTC in its rich contact experience technology, shortening resolution times with the use of concurrent video, audio, text and image transfer between enterprises and their customers. WebRTC helps Bright Pattern to enable video and direct VoIP audio from browsers and mobile devices.

Bright Patterns Rich Contact Experience facilitates concurrent multichannel communications between a call center representative and a customer. This helps to resolve issues faster, without the need of multiple sequential contacts, such as sending documents after a call or making a phone call after a chat session. 

“For a long time, WebRTC was a cool technology lacking a sensible use case,” said Konstantin Kishinsky, CEO, Bright Pattern, in a statement. “But with its proliferation to more and more consumer devices, it is clearly the most direct way to communicate with todays connected customers.

WebRTC is a set of standards from W3C that enable real-time communications (RTC) on the Web such as peer-to-peer calls, video chats, screen shares and file exchanges. Chrome, Firefox, and Opera browsers natively support WebRTC. The underlying engine is also available from Google as an open source project that can be embedded into other applications and devices.