Too many enterprises are penny wise and pound foolish when it comes to voice quality. For instance, they pay a contact center agent $25/hour (all-in costs including salary, benefits, office space, IT) and then try and save 10 cents/hour on voice spending. Poor voice quality leads to a suboptimal experience, resulting in fewer sales and a lower Net Promotor Score. Nothing is worse than a conversation that sounds like the can phone I made as a kid.

 

WebRTC adds a new dimension to the voice quality mission. It is appearing in new IVR applications, omnichannel contact center desktops, and mobile applications. While WebRTC features new technologies for delivering high-quality experiences over a wide range of network conditions, voice communications…



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