Frustrated WebRTC Mythbuster

Three WebRTC Myths Debunked

Posted On March 1, 2017 by Gerald Baldino in Blog, Contact Center, Ecosystem, Media

“A Lie Can Run Around the World Before the Truth Can Get Its Boots On.” That’s the age-old saying. Similarly, it can take more time to convince someone to abandon a misconception they hold to be true than it took them to form their opinion in the first place.

Proponents of WebRTC often find themselves fighting misconceptions about the technology on a regular basis. If you find decision makers in your organization who are hesitant to build WebRTC into your communications technology strategy, there is a strong possibility that their resistance is merely born out of misunderstanding.

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Let Us Help: Three WebRTC Myths Debunked

Surprisingly, there are a number of common myths about WebRTC that are still believed true by some business leaders. Here are some of the more common myths you might encounter as you discuss adopting a WebRTC strategy in your organization.

Accompanying these three common myths is evidence that will debunk their credibility. That way, the next time you encounter an individual that doesn’t recognize the benefits of WebRTC, you can help them understand the potential, yourself.

1.   WebRTC Is Not Secure

With any real-time communications solution, data security should be front of mind. It shouldn’t come as a surprise that if someone believes WebRTC to be insecure they wouldn’t want to utilize the service. The misunderstanding here comes from a belief that WebRTC is “just another VoIP technology.” The truth is that most VoIP solutions are relying on the Real-Time Transport Protocol, while WebRTC uses the secure version, SRTP, by default. Audio, video, data and chat messages sent with WebRTC are encrypted, end-to-end.

2.   WebRTC Is Unreliable

There are a number of reasons why people falsely assume WebRTC to be an unreliable solution. This may be because WebRTC is peer-to-peer, often relies on “public internet” connectivity, and can be embedded directly into websites or mobile apps, quite easily. And if it’s easy, it can’t be good, right? Here are the facts: Using a PaaS provider like Temasys for your WebRTC needs will ensure you have high-quality voice and video calling, scalability “on demand”, and a dedicated resource to ensure around-the-clock availability and quality assurance. Embedded video and in-app communications capabilities give you everything you need for reliable communications, built into your solution. Plus, they do this without the need to direct your clients or customers to third-party apps and channels, where you have even less control over quality.

3.   Customers Won’t Use WebRTC

Many doubters have argued that customers won’t want to use WebRTC. To us, it is plain to see that WebRTC is designed to meet the changing expectations of today’s consumers. Your customers are already used to watching videos online, streaming music, and using apps like Facebook Messenger and WhatsApp for chat, audio, and video calls.

And guess what? Facebook, Snapchat, and Google already leverage WebRTC in their video messaging apps! [Update 24 March 2017: Google is shutting down access to the Hangouts API. Temasys can help, if this impacts you.]  So, maybe your customers don’t care if it’s WebRTC or something else. We do know that they want more support options. They will appreciate the ability to seamlessly connect with a customer support agent or to communicate with other users in whatever context they happen to be in, at the moment.

Embedding video directly into your apps or websites allows you to support customers as they learn more about your products, quickly resolve their customer service inquiries, and personalize their engagement. You also give them the ability to reach out and speak with your support staff, face-to-face, in real-time. If you don’t want to take the leap straight to face-to-face video, you can easily add audio calling or start by providing one-way video customer service.

If you’re encountering resistance from someone within your organization regarding WebRTC adoption, be sure to share this article with them. While it may take time to get the truth out about WebRTC, you can help the cause.

Keith Batter contributed to this article.

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