An audio / video contact with a simple click
For the design and implementation of the solution, Italtel also provided specific engineering services to support the customer's technical structures, both for aspects relating to the integration of the solution on the network and for its operation and maintenance.
Customer care: a major italian utility chooses italtel technology for its new digital contact center
WebRTC integration with the Contact Center
The solution chosen by the customer is based on the Italtel Embrace product, consisting of two functional units:
our Application Server Embrace WebRTC, to allow voice, video and data communications in real time, providing high quality connections even in the most difficult network conditions, using a common navigation browser, using the service based on WebRTC technology (Web Real Time Communication)
our NetMatch-S Cloud Inside Session Border Controller, for IP-to-IP interconnection with other different multiprotocol IP domains, such as that of the existing Contact Center. NetMatch-S, in particular, is a key element in the dialogue between the WebRTC domain and the VoIP network of the large utility, also enabling inter-work between the different platforms in place.
Improving the customer experience
Italtel’s solution has proven effective in achieving these objectives and improving the customer experience.