BrightPattern Adds WebRTC to Its Rich Contact Experience

Bright Pattern is now using WebRTC in its Rich Contact Experience technology to enable video and direct Voice over IP audio from browsers and mobile devices.

WebRTC is a set of standards from the World Wide Web Consortium that enable real-time communication (RTC) on the Web between browsers. Chrome, Firefox, and Opera browsers natively support it. The underlying engine is also available from Google as an open source project that could be embedded into other applications and devices. Using WebRTC facilitates peer-to-peer calls, video chats, sharing screens, and exchanging files.

Bright Pattern's Rich Contact Experience facilitates concurrent multichannel communications between call center representatives and customers.

"For a long time, WebRTC was a cool technology lacking a sensible use case," said Konstantin Kishinsky, CEO of 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 today's connected customers."

This latest release comes just a month after BrightPattern released its Agent Metrics Dashboard, letting contact center representatives monitor their own performance in real time.

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