The present disclosure relates generally to operation of a contact center, and, more particularly, to video sessions from the contact center.
Contact centers can involve providing customer service for inbound calls and for providing customer service by having agents place outbound calls. Such outbound calls can include a callback resulting from an earlier inbound call or incoming contact from a customer. Such outbound calls can, for example, also be a scheduled callback or can be a regularly occurring expert consultation. The callback or expert consultation has been traditionally limited to voice-only communication but the inclusion of video in such callbacks has been increasing. The video communication can be one-way in that the customer sees a video of the contact center agent but the agent does not necessarily receive a video feed from the customer. The video communication can also be two-way in that the contact center agent receives a video feed from the customer and the customer receives a video feed of the agent.
One recent technology that provides two way video communication without requiring equipment or devices other than what is normally part of a consumer personal computer is known as WebRTC. WebRTC allows two appropriately enabled web browsers to participate in two-way multimedia communications.