66% of CXOs consider mobile video and real-time information sharing to be critical aspects of their daily communication. Before WebRTC, options existed for building effective video calls, but they all faced their own set of issues that prevented them from being comprehensive solutions. With the debut of WebRTC, developers became able to easily make their own video call solutions.

Because of WebRTC, there is more variety in real-time communication products that come to the market. In this post, we explore how WebRTC is changing the video call landscape and enabling developers to build more accessible real-time video calls.

Before WebRTC

Before WebRTC, the underlying technology in video calls faced several difficult issues that prevented end-users from getting the most positive experience possible. WebRTC resolved many of the issues developers faced, and is helping bring about a better end-user experience.

For example, when building a website that offers customer support, it is not convenient to require the customer to download a separate application or make a separate phone call to talk to the support team. It would be much more convenient for the customer to video chat directly within the website to the support team. This way, their user experience is not fragmented, and they maintain the same context throughout the entire experience. WebRTC enables this type of conversation by enabling browser-based video calls.

Why WebRTC For P2P Video Calls?

WebRTC has well-documented javascript APIs (with lots of code samples) and several platforms and SDKs. Integration requires a mere few lines of code, and is free to implement. Simply add a couple lines of code to your existing application, and bam, you have a video call.

Additionally, for native platforms, libwebrtc provides Android and iOS bindings. WebRTC can provide high quality for video calls, integrated security, and make the customer experience easy and accessible.

Improved Quality

Media quality in video calls depends on several performance factors: media codecs, network, and devices. The WebRTC platform tries to maximize media quality by using the best in-class mechanism. For example, congestion control and error-resilience mechanisms along with modern codecs (VP8, VP9, AV1, H.264) are especially crucial for providing high quality video. End-users should have a seamless and clean experience.

Enhanced Security

Nowadays, everyone looking to communicate with their team, their customers, or their friends and family needs a secure connection. Having the peace of mind that their video calls are secure is critical. WebRTC is inherently secure - it has several built-in security features, including end-to-end, peer-to-peer encryption, Datagram Transport Layer Security (DTLS), and Secure Real-time Protocol (SRTP). It provides authentication, encryption, and ensures the integrity of the call. In addition, it embraces protection of replay for calls.

No Friction On Setup

When an end-user attempts to initiate a video call, they do not want to have to install another browser plugin or download new software. You want their experience to be seamless with your application or service, so they have the best encounter possible.

For browser-based video calls, WebRTC facilitates this seamless experience. End-users do not need to install any new software or browser plugins. They simply load the page and start the call.

Harnessing the Power of WebRTC and P2P Video Calls

WebRTC empowers many different use cases for video calling, which we have covered in an earlier blogpost. This ranges from tools like Skype and Messenger, to solving complex issues like building customer trust. With WebRTC, developers can create more solutions that will meet the varying needs that exist due to the changing landscape the Internet has created. For example, building tools for real-time collaboration and customer engagement are paramount in such an interconnected world.

Real-time Collaboration

89% of remote employees say that video helps them feel more connected to their colleagues.

For companies that want their remote employees to maintain engagement with the team, real-time collaboration tools are critical. Video calls are especially important, as they are arguably the most human and relatable way to connect with people long distance. Especially with those employees who are not satisfied with their work, or feel lost and without a real relation to the team, video conferencing can be the solution they need.

WebRTC enables this video communication in real-time. Developers can build video calls so employees can communicate as though they are sitting right next to each other.

Customer Engagement and Trust

When customers are frustrated, they want to be heard. They want their problem solved. What better way to listen to your customers than to provide real-time support through video calls? It’s reassuring to know that someone is available and there for you in real-time, as close to face-to-face as possible. It increases customer satisfaction and engagement, and permits the support team to close issues faster given the direct team-to-customer access.

With WebRTC, developers are empowered to create this reassurance. WebRTC can help developers build real-time video calls, so you can build better engagement and trust with your customers.

Consider how customers currently go about contacting customer support. For example, if you lose your credit card.

Customer Support Systems Now

1. You must login to your bank’s website to figure out how to cancel your card.
2. The bank directs you to a phone number, which requires you to dial in on your phone.
3. You have to dial a specific number for your language.
4. You have to give your customer identifier.
5. You have to authenticate to confirm you are who you say.
6. Now, you are finally talking to a real person. But you’re not done yet. You need to authenticate a second time for their records.
7. You’re finally authenticated, talking to a real person about your issue. You must now explain your issue and finally get your credit card cancelled.

This process is seven repetitive steps, and requires you to use two different technologies: their website and the phone. The support team has to ask you several questions to retrieve your information, and you need to repeatedly answer the same questions to resolve your issue.

Now imagine a simpler scenario powered by WebRTC.

Customer Support Systems with WebRTC

1. You login to your bank’s website to figure out how to cancel your card.
2. Your bank directs you to a video call link, which routes the call through their website. All of your information, including your preferred language, your issue, and your account information has already been authenticated in their site, and is forwarded to the support team.
3. A real person answers the video call, and asks you a single authentication question to verify you are a real person.
4. The support member begins resolving your issue with all your information in hand.

This simplified process is four steps, and is much easier for you as the customer and for the support team. You deal with a single technology: their website. Meanwhile, the support team has everything they need to know about you to resolve your issue at their fingertips. WebRTC empowers developers to build this clear, effortless support system, so they can deliver the best user experience possible.

The Future of WebRTC and P2P Video Calls

WebRTC gives more diversity to real-time communications products that come to market. It enables developers to build products with added security and video quality directly in the browser. There are many ways developers can branch out and use WebRTC to create more human, direct experiences for their customers.

Other WebRTC Use Cases

This post is the third in a series dedicated to WebRTC use cases. In this series, we explore several use cases of WebRTC. To read the first post in the series, please check it out here.

WebRTC and IoT

The second post in this series is dedicated to WebRTC and the internet of things. The internet of things device industry has expanded significantly in the past several years, and only has more room to grow. Using WebRTC with IoT devices is a natural fit, and can have a positive impact on communication between these devices. To read the second post in this series, please check it out here.