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Why “click-to-call” when you can “click-to-collaborate”?

Surprisingly we’re still getting requests for the “click-to-call” feature for a website. Note: I’m not talking about the click-to-call used by contact center agents to connect with clients. I mean the “online call” button on a website allowing visitor to call customer care rep from his browser in one click.

Let me clarify some tech details first…

The most common approach for the “online call” feature is using the WebRTC technology supported by the most of browsers. The technology allows a website page to get access to the PC mic (user approval is required) and transmit the audio stream to the website server. The server, in its turn, sends the audio to the company rep thus establishing an audio-call.

This means that to call online a client needs an opened webpage that keeps the audio-connection sending and receiving the audio. It normally looks like this:

softphone

Click to Call interface in Richcall

Click to Collaborate interface

But if the client MUST keep this page opened to talk to the agent, why make it so useless? Obviously, it is worth adding extra features to enrich the voice call with text chat, app sharing, co-browsing.

The “online call” extended with web-collaboration options actually turns into “an online collaboration” – you can see how it works in Richcall on the image to the right.

So, the point is – why add the “click-to-call” feature to your website, when you can empower your visitors to “click-to-collaborate” at no extra cost (in terms of technical requirements)?

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