PRESS RELEASE: ECT (European Computer Telecoms AG) has successfully implemented its INtellECT® WebRTC solution with four leading European carriers in 2015. The WebRTC solution is integrated in existing service applications such as INtellECT® Virtual PBX, effECTive® Network-Based Contact Centers, effECTive® Number Translation Services, and effECTive® Interactive Voice Response, ready for immediate worldwide commercial launch.
The solution provides not only the ability to call a phone number from the browser and vice versa but enables carriers to use voice and video telephony in existing service applications, which improves the caller experience, makes the service attractive to new customers and helps increase customer retention globally.
“Our approach to WebRTC will be a game changer in the industry,” Metin Sezer, Director of New Products at ECT believes. “Whereas others only offer a gateway for transcoding or a set of APIs, we provide real marketable solutions that enable our customers to offer WebRTC-enhanced value-added services immediately to customers worldwide. We have the expertise to lead the WebRTC discourse as we are one of the very few vendors who actually offers carriers complete solutions.”
Users of the effECTive® Network-Based Contact Center solution incorporate WebRTC in their existing call flows while using the same routing logic for WebRTC as well as regular calls. This enables contact center agents to have voice and video calls with customers in the browser or over the phone. All a customer has to do is to click on a contact button on the website of the company he/she wants to get in touch with. Dynamic graphical menus with multimedia content guide the caller though Interactive Visual Response. While waiting, the caller gets to see videos that include the caller’s position in the queue plus video on-hold instead of standard announcements. At the end of the call, the contact center agent can play back additional multimedia content as infomercials. The agent can even record the video call and process payment transactions separately in order to fulfill PCI (Payment Card Industry) standards.
INtellECT® Virtual PBX users can integrate WebRTC in their existing solution. The browser becomes a communication endpoint in the PBX, in addition to existing fixed and mobile telephony. Not only can a user choose over which channel he/she takes voice and video calls with colleagues, business partners and customers but the user can also dial out to any phone number from the browser.
Having implemented its WebRTC solution with four major European carriers in 2015, ECT has proven its unmatched WebRTC expertise. As a consequence, ECT expects at least twice as many new WebRTC deals in 2016 worldwide.