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Google & Vocalcom Collaborate for Contact Center Solutions Using WebRTC and Chromebooks

By CIOReview | Friday, February 6, 2015

FREMONT, CA: Vocalcom, Contact center software announces the collaboration with the search engine giant Google to achieve high standards for WebRTC solution and establish a comprehensive modernized approach to communications.

The collaboration leverages Vocalcom’s expertise in contact center software solutions and Google’s proficiency in Web applications and Chromebooks.  The aim here is to provide speedy, flexible and cost effective service to clients by enabling customer service representatives for increased productivity and enhanced financial performance.

The Vocalcom WebRTC solution provides contact centers with, rapid connectivity, and cost efficiency as agents are able to connect quickly and efficiently from anywhere with customers in real-time across multiple channels. Compatible with diverse web browsers, WebRTC works easily and efficiently across multiple platforms, delivering seamless customer experience.

Vocalcom solution is a first of its kind cloud hosted contact center solution with zero on-premise hardware, software, and telephony infrastructure. With the collaboration with Google, customer-support reps can now access the Vocalcom contact center software—hosted in the cloud or in a local network—via the Chrome browser and communicate with audio and video without having to install additional software. Contact center agents can use Vocalcom cloud on Chromebooks through WebRTC-enabled interfaces, provides visibility to the most important data in a single platform.

With unprecedented support from Google, WebRTC technology, allows audio and video conferencing applications to run on browsers via Javascript APIs without special plug-ins or add-ons. The standard comes fully equipped with all that is necessary to engage in real-time, multimedia communications—whether it be via phone, video call, email, chat, SMS, or social media.

Anthony Dinis, CEO of Vocalcom, says in a statement, “Cloud-enabled solutions, like this one, drive TCO savings, increase flexibility, accelerate ramp time and make it easier to implement secure agent desktops. By introducing WebRTC in the contact center world, Vocalcom will allow companies to gain that flexibility and cost efficiency using our leading contact center capabilities accessible through Chromebooks.”