What exactly WebRTC will disrupt?

by rsorokin

In the recent article on WebRTC at NoJitter (http://www.nojitter.com/post/240155696/webrtc-why-should-enterprises-care) as in a handful of similar articles it’s described how WebRTC will change the whole enterprise telecom world from an end-user perspective. Several use cases are demonstrated but with questionable conclusions.

In the first case of customer service: “instead of navigating through an IVR maze and waiting 15 minutes on hold with WebRTC I just want to connect immediately to an agent”. Seems WebRTC can’t change the situation when automatic resource is cheaper than a human being so an enterprise will have fewer agents than the customers wanting to contact them anyway. And this difference between agents and customers will be filled with IVRs and queues nevertheless how a customer contacted a Contact Center – via PSTN, SIP or Web.

The second scenario of collaboration: “a team of people who live in a business process application all day who can chat, talk, or video chat with each other, without having to wait for IT to deliver end-to-end UC”. Let’s skip a UC solution from the picture and what we see: plain old device-to-device communication will be successful only when both participants are online. What if one is not? Instead of a bunch of well known and widely used possibilities: reroute the call to another device (GSM for example), forward it to a colleague or to voice mail or even apply personal IVR we will see just a failed call.

So hearing about how WebRTC will disrupt enterprise telecom it has sense to clarify which exactly parts will pass away. Client side browser plug-ins for ad-hoc communications? – For sure. Overall server side logic and applications which survived PSTN to SIP transition? – I doubt.

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