It’s hard to believe that in this day and age of digital transformation you still have to announce yourself when you ring a contact center. Or even worse, why you have to repeat your account details from one agent to the next. It’s among the most frustrating of customer service experiences, not to mention inefficient and costly for operators.
Cable companies and television networks can’t take a trick at the moment. As if digital disruption and cord cutting wasn’t making life tough enough, now comes the rise of participatory broadcasting, the phenomena where viewers collaboratively interact while consuming content, and maybe even participate.
Still coming to grips with on demand and online/mobile viewing, traditional broadcasters must now find a way to provide immersive and engaging viewer experiences to compete with the likes of Facebook Live, Meerkat and Periscope.
The popular technology media would have us believe Flash is the worst technology flub since Windows Vista/Apple Maps. It is nothing but a giant security flaw and should never have existed. But pause for a moment and consider this – if it weren’t for Flash there would most likely be no Netflix, no Meerkat or Periscope, no YouTube, no Facebook Live.
You see, while these services may not have all been built on Flash originally, they all stand on the shoulders of the pioneering work Flash did around online video. So, while we’re all quick to celebrate its downfall and lament its many obvious flaws, let’s pause for a moment and remember that if not for the pioneers who inevitably make mistakes (Adobe with Flash perhaps more than most), there would be no progress.
WebRTC is maturing and we can see the needs in the market evolving along with this.
However, with the increased need for rich, digital experiences comes the challenge of building more advanced applications. We know that building real-time video communications can be challenging, especially when it involves more than two participants. To pull off a multi-party call using WebRTC off-the-shelf you’ll need a strong backend infrastructure and a deep understanding of media processing. That’s why we are looking forward to exploring this topic with WebRTC expert, Tsahi Levent-Levi, founder of bloggeek.me, in our upcoming webinar.