Interactive Intelligence today formally announced the launch of its Amazon Web Services-based cloud contact center product PureCloud Engage.
- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
Just like back in the mid 1990s, the battle between industry and law enforcement over encryption is heating up, with a large amount of posturing and naiveté.
Ericsson “Bowser” Demonstrates need for proactive WebRTC Strategy
Ericsson’s recently introduced “Bowser” mobile web browser leverages WebRTC, an emerging technology allowing any browser to function as a voice/video/messaging client, to enable any two mobile end-points to directly communicate, without the need for centralized servers or rate-based telco services. Browser-to-browser communications is just one application of WebRTC, other potential uses include leveraging a browser as an alternative to a dedicated UC clients, or enabling “click-to-call” voice/video for customers accessing company websites to connect directly to contact centers.
Ericsson’s move is but just one innovative application of WebRTC. Startups such as Addlive, Hookflash, Tokbox, Twilio, Voxeo, and Zingaya are delivering APIs enabling customers to build their own WebRTC-enabled applications, while others including Bistri, FrisB, Tenhands, and Vidtel are already delivering browser-based voice and /or video services that leverage WebRTC.
ETA Bottom Line:
Those responsible for mobility, customer service, and unified communications planning should stay abreast of WebRTC developments. Work with your vendors to understand their WebRTC roadmaps, and carefully follow emerging consumer-focused services.