Expertflow’s WebRTC implementation allows agents and customers to securely share voice, video and screen content. It doesn’t require the customer or your agents to install any software – all that is required is a WebRTC-compatible browser.
A WebRTC session is typically initiated as part of a chat session or a voice call. Agents use a Finesse Gadget to initiate a session.
Customers can be identified automatically using a cookie/ token on the website.
WebRTC to SIP gateway
Customers use the WebRTC capabilities of their web-browser and webcam to interact with agents. Metadata (customer name, email,…) is captured from their browser via a tag management solution. On the agent side, voice and video is transcoded to SIP and forwarded to the agent’s Voice/ Videophone. The screen-sharing element is available as a Finesse Gadget.