Recently, we finalized comparison research between Compass and our competitors. One big takeaway that came out of this research was a need for a currently missing feature - an integrated desktop solution, which allows calling without requiring an extra physical device. Trends, like hybrid workplace, digital nomad, and mobile working, first support this view of the modern employee who: “only wants a laptop and internet connection” to be able to receive and make calls. Simplicity is key.
In 2017, we released Compass Bridge, our contact center app. With Bridge, you can fully control your deskphone remotely, or as we like to call it - with “zero-touch control”. This is a unique feature in the market. With this in mind, it would be a logical step to add call functionality inside Bridge, leading to a more integrated total solution. Additionally, for a new user of Compass, when Bridge is visually presenting the call and also makes a ringing sound, it would be beneficial that the user can also apply Bridge to answer the call on their desktop (and not need another device for that). This kind of simplicity is something that our partners, resellers and end users want from us. The technology to do this is called WebRTC.
What is WebRTC?
Developers use these APIs to create peer-to-peer communications between internet web browsers and mobile applications without worrying about compatibility and support for audio-, video-, or text-based content.
With WebRTC, data transfer occurs in real time without the need for custom interfaces, extra plugins, or special software for browser integration. WebRTC enables real-time audio and video communication simply by opening a webpage.
Calling functionality on Desktop
WebRTC enables unified communications – voice and video calling. For the Desktop,or laptop, from a technology perspective, the ability to use WebRTC to add voice, brings a huge benefit to our product. The main reason for this, is that in most cases, users can connect with their laptop on WIFI. Users would be able to call directly with Bridge in combination with a desktop, without changing applications, or having the need to use a deskphone.
Calling functionality on Mobile
If, we look at mobile usage, we see that most people use FMC (on sim-card). FMC stands for Fixed Mobile Convergence which is a sim-based technology that automatically turns your mobile phone into your desk phone. This is done via the GSM/Mobile network and delivers the same consistent user experience anywhere in the world. You can find this in the graph below.
The explanation partners give that not many people use Soft-client (Cloudsoftphone for example) on mobile phones are:
- End-users want to use their native dialer on their phone.
- The mobile data connection is not always so reliable. This results in not good call quality because the audio goes over their data connection. Therefore, we believe that applying WebRTC to mobile is not beneficial at this moment!
Again, simplicity is key. Employees are increasingly working remotely, or on the move. For that reason, when you introduce WebRTC with Bridge, on top of FMC, employees really have a very powerful communication capability.
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