Blog · 06 Sep 2021

Solving the web-enabled voice integration headache

Telcos and systems integrators are under pressure to deliver simple, secure and cost-effective Real-Time Communications (RTC) in the browser.

Frank Shaffer
Head of inbound contact global

Consumers today expect contacting an organisation to be easy and simple.

In just a couple of clicks they want to be in touch with an agent who can help them, whether that’s a phone call or via an app on their phone, or online. If they’ve to scroll through a list of contact numbers for different locations, they get irritated; they want the business to take the effort out of identifying where and who to call – and they want that contact to be free.

For organisations, connecting customers with the right agent can be expensive. They’re finding that the industry standard is to expand access capability around the world, but toll-free numbers in some geographies come with high price tags. And, in some regions, there’s no international toll-free service to use at all. Where they can use VoIP, they’re opening themselves up to a whole range of cybersecurity risks that just don’t apply to traditional PSTN networks.

The internet option

This creates a headache for telcos and systems integrators when their customers come asking for an easy answer. The standard alternative has been for contact centres to create a proprietary capability for VoIP - but this is expensive and cumbersome. They have to design the capability, write the application, make sure customers download it and keep the app maintained. In addition, they have to open their company networks up to direct internet access and all the associated security issues. Currently, there’s no free calling, high-quality, complete global solution available, that enables communication in the browser without the security risk.

Telcos and systems integrators tasked with winning business or designing and integrating solutions are looking for an off-the-shelf WebRTC solution. They want a simple Software Development Kit (SDK) that their software developers can use to create phone and website applications with rich calling functionality that bypasses traditional PSTN networks. One that minimises the quality and security of the internet but still maintains simple, one click access from around the globe.

Simple, secure WebRTC

Using the voice transmission capabilities in standard web browsers, coupled with the global reach of our managed voice network, WebRTC from BT is an open framework that enables global, quality communications.  

It’s a simple way for telcos and systems integrators to provide the communications end users want, securely, whether that’s from Android, iOS or a website. Our global managed voice network acts as a huge firewall, protecting the customer against cyber threat actors.  When the end user’s call comes from the internet it travels to our nearest Session Border Controller (SBC) minimising post connection delay and improving quality. We convert it into a voice call, so the organisation doesn’t have to open itself up to the internet. There’s no need for organisations to figure out where calls need to go or how to route them. All they have to do is publish an app that contains the SDK, and let it do the rest. The app will find and connect to the closest SBC, which reduces latency, keeping connection quality high and bypassing the traditional costs of toll-free numbers.

A solution that builds business for our channel partners

WebRTC is a solution that can open doors for telcos and systems integrators. It provides the capability to connect countries that were inaccessible before, unlocking new revenue streams. It solves their customers’ problems with internet security, and it reduces their customers’ risk, because they don’t have to build their own solution. It’s vibrant, forward-looking technology that can drive interest in the other product areas our channel partners can provide to deliver the WebRTC traffic.

To find out more about offering WebRTC to your customers, please contact your account manager.