What does InstaCall do?

WebRTC Connect
WebRTC Connect

State of WebRTC

Being able to reach the consumer at the very instant they require help or want to communicate with the business has long been every marketer’s dream. While the Internet allowed organizations to get closer to their customers, there was still a gap between the web and other forms of communication such as phone calls.

Some organizations implemented click to call functionality within their websites but it required users to download plug-ins and the company had to set up the necessary infrastructure for supporting inbound voice and video calls over PSTN lines. With the widespread deployment of VoIP networks and announcement of WebRTC for browsers, many enterprises hoped that a true cross-platform RTC solution may soon be available. However, since WebRTC is still not standardized most organizations do not want to take the risk of using it within their applications.

Introducing InstaCall

That hasn’t stopped some VoIP service providers from offering new functionality to their clients built around WebRTC though. The latest example is InstaCall, launched by OnSIP. It is a simple solution that allows an organization to add an InstaCall button on their website which customers can click to be connected instantly with customer support (or other relevant personnel). It is a free feature being offered by the company to all their clients and can be implemented within a few minutes.

InstaCall is built around WebRTC which gives it a distinct advantage over other solutions - users no longer have to download/install anything to contact a business by phone, directly from their website. It removes the last remaining barriers between customer service teams and users using business VoIP support. Not only does it increase convenience, the call is also free for both the user as well as the organization. Calls are completely secure and can be received on any device registered with the VoIP service or through the soft phone. Agents are able to see contextual information about the user such as account information allowing for better customer service.

What do you Need?

While it works seamlessly for the most part (assuming that users have the necessary hardware), there are a few caveats. Since WebRTC only works with the latest versions of Chrome and Firefox at present, users on other/older browsers will be directed to download those first before being able to make a call. The integration of WebRTC with SIP requires the use of JavaScript and users who have disabled it will not be able to make calls either.

Nevertheless, InstaCall may well be the poster child for the next generation of RTC applications built around the open standards of WebRTC and SIP.

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