Transcript for Innovation at ITExpo - Bolder Thinking
Blair Pleasant: Hi, this is Blair Pleasant and I am at ITExpo in Las Vegas. I’m with Steve Jackson of Bolder Thinking, and they’re doing some interesting things with WebRTC. Steve, tell us about what you’re doing.
Steve Jackson: One of the traditional problems, if you’re on a website and you’re trying to make a connection, is you have four bad choices. You can “click to chat;” people find that to be clunky, slow, and the person you’re chatting with is chatting with three other people so they can never remember what you were talking about. You can dial an 800 number and go through their phone tree and end up in a place where somebody answers the phone and basically says, “who are you and what do you want?” You can give them your phone number and hope that they call you back and deal with their telemarketing department for the rest of your life, or you can download a plug-in and maybe talk to them.
What we’ve done is to use WebRTC to create a widget (webRTC Connect) that sits on your website, you have control of it, so that your user can simply click on it and we’ll route it to a pre-determined location and a pre-determined phone number. We’ll deliver the call either as a SIP call or as a TDM call, and your call center on the back end doesn’t have to do anything.
If you’d like, you can also get all the web context information passed as part of a CTI interface. Your call center isn’t impacted, but you’re delivering an excellent piece of service very simply to all of your customers.
Blair: OK. And Bolder Thinking, are you a new company?
Steve: We’re four years old, we do all our development in Fargo, North Dakota; we’re headquartered in Columbus, Ohio; and our cloud-based implementations for hosted call center is a patented product.
Blair: Thanks very much.
Steve: Thank you.