Improve CCaaS Communications with WebRTC 

When businesses decide to migrate to a cloud contact center service, many don’t realize they have an opportunity to improve communications quality at the same time. By implementing WebRTC (Web Real-Time Communications) services offered by their Contact Center as a Service provider instead of legacy SIP protocol models, businesses can reduce expenses and improve customer interactions.

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WebRTC Performance Benchmarks for Cloud Contact Centers

Based on a detailed analysis of over 15 million real contact center calls, this special report provides benchmark averages for four key WebRTC performance metrics that contact center managers can use to evaluate their own service. The report includes 144 graphs showing the distribution of averages by six geographical regions, enabling you to evaluate your service by region.

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An Introduction to Seven Critical Metrics for WebRTC Monitoring in Contact Centers

The shift from SIP to WebRTC-based protocols for agent communications introduces a range of new variables that can affect communications quality.

In this paper, we identify the seven core metrics WebRTC-
enabled contact centers should be tracking to optimize their call quality. 

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Avoid Analysis Paralysis: Evaluate Build vs. Buy for WebRTC Monitoring

Based on a five year total cost of ownership (TCO) analysis, we found the SaaS monitoring service yields a better value than building your own WebRTC monitoring solution from scratch. This paper reviews the details behind our TCO analysis and a companion TCO calculator provides a template you can use to perform your own study.

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Instantaneous Answers: How Uses Artificial Intelligence to Improve Communications

Artificial Intelligence (AI) is changing the way we build, manage and troubleshoot real-time communications services. It is reducing countless man-hours of data analysis to help you deliver better user experiences.

This white paper describes the AI architecture and capabilities built into the monitoring and analysis service.

Pick the right SDK provider for your WebRTC project

Choosing the right SDK provider when launching your WebRTC-enabled video project can be overwhelming, which is we have created this guide to help you make informed decisions when building your next WebRTC project.

In this guide, you will learn:

  • What to consider when getting started with your WebRTC project
  • The WebRTC ecosystem: who are the WebRTC providers
  • Pricing breakdown of the WebRTC providers

The Future of WebRTC: Innovative Use Cases of Real-Time Audio and Video Communications

As the adoption of WebRTC and artificial intelligence continue to grow, we are seeing a new breed of interactive experiences emerging in consumer and enterprise domains, mobile and new devices, private applications and public services.

In this guide, you will learn:
  • The Underlying Drivers and Enablers of RTC
  • Emerging Use Cases of RTC
  • The role of Artificial Intelligence and IoT in RTC

Understanding WebRTC Adoption by Industry 

WebRTC adoption continues to grow exponentially across industries, allowing developers to create high-quality real-time communications applications in Chrome, Firefox, Opera, Android, Windows UWP,and natively on iOS and Android.

This ebook explains classical and emerging industries in WebRTC. We present different industries, their market size, how WebRTC is being used to further the space, adoption challenges, and where it is headed in the future.

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A Case of High Latency: Hair Pinning or Distance

Occasionally, our customers ask us to help them understand some media quality characteristics and deviations in their WebRTC data. Various WebRTC metrics affect media quality, so understanding the causes of changes in media quality requires a multivariate analysis.

With our anomaly detection system, we examine our customer’s data to understand why their RTT was not up to par. In this white paper, we discuss the results of our analysis.