Web-based Real-time Communications (WebRTC) describes a set of standards and approaches used to embed real-time elements (voice, video or data) into websites and applications. WebRTC helps “democratize” voice and video, by simplifying implementation, reducing technology licensing costs, and stimulating a broad ecosystem of enabling vendors and open-source elements. This paper looks at the evolution of WebRTC and how it is disrupting communication channels such as the contact center.
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