Explanation of WebRTC (Web Real Time Communication)?

WebRTC, stands for Web Real Time Communications
In brief, WebRTC is a transformative technology that enables real-time communication directly through the browser.

To provide some context for why WebRTC was created, consider the conventional options of using video or voice to communicate over the internet. You'll have to download cumbersome plugins, or use separate apps like Skype.

Anyone who's tried to set up a webinar knows this can be a pain. But what if someone with a browser or mobile device could make video/voice calls and collaborate, without needing a special app or having to download plugins?

WebRTC solves this problem.

Video, audio and other data can be transferred directly between browsers, without the need for plugins or separate applications. WebRTC provides greater capabilities to the browser itself.

WebRTC allows communications to be a feature, not a stand-alone product.

How does WebRTC work?

WebRTC uses 3 main Javascript APIs.
API (Application Program Interface) as a machine-to-machine communication interface.
The 3 webrtc APIs are:

1. Streaming Media: – which obtains audio and video.
2. Peer Connection: – which communicates audio and video.
3. Data Channel: – which communicates arbitrary data.

This API allows browsers to consume and send audio/video/data to other browsers or endpoints. WebRTC does not include or prescribe signaling methods. This is preferred for companies and developers who can implement their preferred method. One of the big advantages of WebRTC is that it can be interoperable with other voice/video infrastructures.

What are the advantages and benefits of WebRTC?

In general, WebRTC is useful for improving communication channels. As a user, you no longer need to download special software or use unnecessary plugins to initiate voice or video calls from within a web-based environment.

You can easily stream your desktop content to several third parties, as demonstrated by Google Chromecast. Being an open source protocol, any developer can build applications on top of WebRTC.

WebRTC for developers

From a developer's perspective, there's a little more to what makes a WebRTC application work. WebRTC is an integral part of the HTML5 specification, maintained by the IETF and W3C. It is exposed in the browser using JavaScript.

WebRTC works by connecting two browsers via RTCPeerConnection. First, the browser connects via signaling, by passing the Session Description Protocol (SDP). This signaling finds out where both users are and how to connect. Once RTCPeerConnection is open, video, audio, and data communications can be sent between the two browsers.

To make it work, all you need are two web browsers and a way to transfer SDP between them. SDP includes information about your computer, what audio codecs you support, how you can transmit data between computers, and what ports are available on your computer that you can connect to.

Think of an SDP like a business card. You exchanged them with other people, and now you know how to contact each other. Since the SDP transfer method is not detailed in the specification, you must provide your own signaling implementation. This is done by implementing your own way of transferring SDP data.

Currently, WebRTC is compatible with Chrome, Firefox, and most recently Opera, on desktop and Android devices (this includes interoperability between the two). Internet Explorer and Safari have remained silent so far, but are expected to be implemented in the near future.

Questions about WebRTC
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What is browser support for WebRTC?

WebRTC was the culmination of Google acquiring some of the technology and releasing it as open source in 2011. Since then, it has been supported by the W3C, which is the international standards organization for the internet. In conjunction with the Internet Engineering Task Force, they will ensure protocols are standardized across the Internet in the future.

WebRTC started as a Google project. It has since garnered support from all major telecom and browser vendors, including full support for WebRTC on iOS and Safari announced by Apple in 2017.

What does WebRTC mean for contact centers?

WebRTC calling means companies can bridge the gap between voice calls and their websites. Who wants to leave a browsing session to navigate an IVR, only to have to repeat all the information you've entered online?

Companies can now offer interactions from within the context of their web presence. Experts can join customers during their browsing sessions, without needing to leave. WebRTC offers advantages beyond video and audio. Companies can now offer collaboration tools such as cobrowsing and file sharing to their customers.

This is all achieved in one session without any downloads or plugins. From a customer's perspective, they are just one click away from being able to talk to a company using video and voice.

What is the future of WebRTC?

WebRTC itself is just a technical achievement, albeit an impressive one. Its real value is as a driver for innovative new solutions built on top of the protocol. As with any new technology in transition, it is real-world use that will drive adoption. As new, more valuable services are created, more people will use them, which in turn will drive demand for more services.

There are countless opportunities for vendors and companies to benefit from the changing technology landscape. Given the technology's inherent advantages, it's not hard to imagine the day when WebRTC-enabled communications solutions proliferate. As VoIP calls and OTT applications increase in proliferation, phone numbers are becoming less and less relevant.

Perhaps all contact center calls in the future will be made through WebRTC-powered websites and application systems.

Is WebRTC safe?

Yes! WebRTC explicitly requires permission from users to allow use of their microphone and camera. WebRTC forces always-on end-to-end encryption and uses the Secure RTP (SRTP) protocol for voice and video encryption and authentication. Not having software plugins, for example Flash to download is a good security benefit.

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