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Inbound WebRTC

Inbound WebRTC is the process where a web browser initiates a real-time communication (RTC) session into an existing system, such as a Contact Center or a proprietary communication platform, without requiring the end-user to install any plugins or specialized software. It leverages the WebRTC API—a collection of standardized protocols and JavaScript APIs—to enable direct, peer-to-peer data, audio, and video transmission. This setup commonly involves an Interactive Connectivity Establishment (ICE) layer to traverse Network Address Translators (NATs) and firewalls, ensuring connectivity between the user's browser (the inbound endpoint) and the service's media server or another peer. This approach drastically simplifies customer engagement, reducing friction and improving the overall Customer Experience (CX). It facilitates a quick, context-rich connection straight from a website or mobile application's embedded interface.



Use Case

A global e-commerce and technical support provider implements an Inbound WebRTC button directly on its website's 'Contact Us' page and within its mobile application's help section. When a user experiences an issue—such as a failed checkout, a complex product assembly problem, or a software malfunction—they click the "Connect Now for Live Assistance" button.


This single click triggers the Inbound WebRTC session:

  1. Signaling: The browser securely communicates with the provider's server (using WebSocket or similar protocol) to initiate the connection.
  2. Media Negotiation: The browser and the provider's Media Server exchange information (Session Description Protocol - SDP) about the media formats (codecs) they support.
  3. NAT Traversal: Using STUN and TURN servers, the system establishes a direct media path, bypassing complex network barriers.
  4. Connection: The customer is instantly connected via high-definition video and audio to a qualified support agent in the Contact Center, which utilizes a WebRTC-enabled platform.

During the session, the agent can use the context from the customer's current web page, and the customer can use the browser's capabilities to share their screen or even show their physical product problem via their webcam, eliminating the need for lengthy descriptions or traditional phone-based troubleshooting. This use case is a cornerstone for Digital Transformation (DX) and effective First Contact Resolution (FCR).

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