WebRTC
This feature is under development. The documentation is valid for the feature if and when it's available.
Customers will be able to intitate audio or video calls using their web browser or a 3rd-party application. This WebRTC capability is available through the Javascript SDK for customer-facing channels and the Web Channel (as an embedded iFrame).
Using out-of-the-box WebRTC channel, the business can enable their customers to make audio, video calls, and create screen-sharing sessions with contact center agents.