It’s quite natural, when a customer, during choice a product on the site or trying to make an active operation on a card, wants to be able to communicate with the company directly from the site – by telephone call.
Traditionally, in WEB-browsers on the PC there was no built-in support for audio / video calls from the site, so all had to use third-party plug-ins, and on mobile platforms (Android, iOS) all had to develop their own mobile application.
Large App sizes (for downloading via the Internet), with big requirements to resources and slowness
Permanent security problems with plug-ins
Difficulties in installation (neccessary rights on the PC, compatibility, etc.)
No support for all platforms
Regular updates needed
Restrictions when working with NAT/Proxy
This is a non-commercial project that allows you to use a modern web browser as a full-fledged unified communications terminal using simple JavaScript
WebRTC allows you to make a call from the site (voice / video calls) inside the browser without using any plug-ins or third-party clients
WebRTC is an API developed by the World Wide Web Consortium (W3C) for 7 years
Built-in WebRTC security
Another problem faced by many companies with a long history is that: they already have a Contact Center or telephony solution that operators use to handle calls and it is undesirable to deploy one more solution for the web-calls service from the site.
Therefore, SMARTNOVA LIMITED has developed a solution that integrates with your current contact center using standard SIP technology, which automatically allows the contact center operator to service the sip call from the site in a single window with traditional calls, and the manager to receive statistics or to listen to calls in the same reporting and recording systems as traditional calls do.
Genesys PureConnect
Genesys Engage
Cisco Unified Contact Center Enterprise
Cisco Unified Contact Center Express
Service call from the site is free
Direct connection to an operator groups (without the IVR) and, as a result, a quick and effective solution of the issue
An easy and safe way to get contact center support anywhere in the world
Works with almost any device
No need to install plug-ins or third-party software
Webcall service embeds communication opportunities on the Company’s web page
For the Contact Center, the WebRTC call will pass transparently (like a normal phone call). As a result, a unified queue for receiving multimedia messages from customers and unified reporting
Reducing the “0800” and short dialing numbers costs to the contact center
Low consumption of hardware resources in comparison with analogues
Authentication and extended information about the user and call context
DTMF transmission and the ability to interact with IVR services
Encrypted Voice traffic (SRTP)
Signal traffic is transmitted via HTTPS. Protected by the TLS encryption protocol
SRTP (Secure RTP) – Voice traffic is protected using encryption and authentication algorithms AES_CM_128_HMAC_SHA1_80
The possibility of built-in authentication
SRTCP provides feedback on lost packets and statistics
Modern browsers – reliable and secure applications
Call service Nova.Webcalls provides the ability to exchange media traffic between the server and the client in case they are behind NAT and Firewall
The service also provides support for client in roaming, when during the established connection the client device has switched to another network (switching WiFi to 3g, for example
Narrowband audio: G.711
Wideband audio: Opus
H.264
