Forrester Study: Business success through embedded communication technology

forrester_logo_705“Organizations that embrace rich, real time communication technologies, like WebRTC, reap indisputable benefits” (Business Success Through Embedded Communication Technology, a March 2016 study conducted by Forrester Consulting and commissioned by TokBox).

A new report from Forrester, commissioned by TokBox, has found that WebRTC is delivering significant value across core business functions for organizations across a range of industries.  This should come as no surprise given the challenge that many organizations face to bridge the ever growing gap between colleagues, businesses, and their customers as more of what they do moves online.

From enabling internal collaboration to driving engagement and delivering an outstanding customer experience, WebRTC is being leveraged to deliver the new wave of digital communications. And the findings of this new study reveal WebRTC is driving an embedded communications revolution in enterprise.

TokBox commissioned Forrester Consulting to evaluate the use and impact of WebRTC among enterprises across five key industries: customer service, field services, healthcare, education, and financial services. The results of the March 2016 study, Business Success Through Embedded Communication Technology, find that WebRTC is delivering significant value across core business functions helping companies win, serve and retain customers.

”These organizations report stark improvements to both strategic and tactical objectives, thereby increasing their competitive advantage. The question now becomes not if rich, real time communications can help your organization, but how far your organization will fall behind your entire industry if you don’t adopt now.” (Business Success Through Embedded Communication Technology, a March 2016 study conducted by Forrester Consulting and commissioned by TokBox)

Key highlights:

  • Nearly two-thirds (63%) of US enterprises are adopting or planning to adopt WebRTC within the next 12 months

  • Amongst organizations with more than 1,000 employees the key drivers are the ability to embed communications (video, voice and messaging) into other applications or sites

  • Embedded communications are driving significant gains across core business functions, including customer satisfaction, internal collaboration, increased efficiency and business outcomes.

The use of WebRTC has clearly crossed the chasm in terms of corporate adoption. The protocol alone, however, is not enough, creating an environment where platforms such as OpenTok are central to enabling its usage within a corporate environment.

You can download the full report here for free.

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