Advantages of a web-based attendant solution

web based

As previously summarized in one of my blogs, there are major differences in terms of architecture between today's attendant solutions. The three present-day architectures are attendant solutions without a server, server-based and web-based attendant solutions.

Today I would like to discuss web-based attendant solutions. These attendant solutions shift the user interfaces to web browsers and therefore introduce a technological change. 

Here are the most important advantages of web-based attendant solutions which are based on WebRTC or ORTC:

  1. With web-based attendant solutions (also without WebRTC or ORTC), software is not installed on the clients, i.e.
    1. initial installation is not required.
    2. updates do not have to be installed on the clients.
      And because it is so simple, it may be a good idea to also install minor updates, which may significantly benefit the user experience.
    3. all maintenance work is performed directly in the computer center.
      The call center agents do not have to be specially sought out to install updates, and their presence is also not required, so there is less need for coordination.

  2. The agents or operators are already familiar with using web browsers, which helps them get started. And, very important, web applications tend to be used intuitively because they are all based on standards which can be found everywhere on the web and which everyone is familiar with.

  3. No need for desktop phones. You can choose whether, in addition to the attendant software, you also wish to set up a personal softphone or hardphone for the agents. This is not required, however, for the attendant system, which runs directly in the web browser with WebRTC or ORTC.

  4. Clients are not tied to a location.
    1. Every employee has access to the attendant solution directly from his/her desktop or mobile device.
    2. Impersonal workplaces (operator-free seating) are possible, for the browser operates in the same way everywhere.
    3. Access from outside the company is guaranteed (home office).
    4. The systems support a variable number of operators, as there are no client installations.

  5. Firewall rules usually do not have to be adjusted, for the ports used are open by default. This ensures security, even if work is performed from outside the company.

  6. To ensure that a web-browser-based attendant solution can be implemented at all, state-of-the-art technology is required. HTML5, CSS3, WebSockets and REST can therefore be used, for example. At the same time, this fact is (currently) a guarantee that you won't buy an outdated solution.

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Of course the use of a web-based attendant solution also presupposes certain requirements to be met by the company and its Unified Communications (UC) environment. The two most important prerequisites:

  1. Web-based applications always require a server. With web-based attendant systems, however, this server often also controls call distribution itself.
  2. An attendant solution must be well integrated into the IT and UC environment in order to have access to the required data (e.g. telephony, chat, Active Directory, presence and calendar data). IT managers must therefore be willing to grant corresponding accesses to the solution.

This was a brief overview of a web-based attendant solution with WebRTC or ORTC. Generally speaking, web-based attendant solutions – with or without WebRTC or ORTC – are a good choice if you are looking for an attendant solution which reduces set-up and maintenance costs and optimizes the flexibility of workplaces.

The most important aspect to consider when selecting a suitable attendant solution is of course the coverage of the company's requirements. Check your current UC environment and in-house requirements and call in experts to help you with planning and implementation.
web-based attendant console incl WebRTC

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