With advancements in communication technology, many enterprises can now differentiate themselves by providing personalized services and customer support. In customer support and contact center situations, for example, real-time communications tools such as Web Real-Time Communication (WebRTC), enables cross-platform and context-based support to enhance interactions between both parties. These elements provide context on the history of the customer and their preferred platform for interacting (i.e., web browser, in-app, phone call, etc.). The combination of these elements improves the customer experience as they seek resolution to their questions and empowers businesses to help customers in a timely and effective manner.
