International Journal of Computer Networks & Communications (IJCNC)
ISSN 0974 - 9322 (Online) ; 0975 - 2293 (Print)
Current Issue: May 2017, Volume 9, Number 3
Yusuke Shiga1
and KazumasaTakami2
1Department of Information Systems Science, Faculty of Engineering,
Soka University, Tokyo, Japan
2Department of Information Systems Science, Faculty of Science and Engineering,
Soka University, Tokyo, Japan
WebRTC allows P2P communication between Web browsers. It has been attracting an interest in recent
years and is beginning to be used in a wide range of fields. Progress in Internet technology is expected to
diversify the means of communication between enterprises and customers from simple telephone calls and
email to include easier and more convenient means, such as video calls and Web chats. We have developed
an experimental application system that uses WebRTC to integrate a variety of task-specific communication
tools, such as telephones, at a contact center with the aim of improving work efficiency there. Main
functions implemented in this system include audio/video communication that involves an agreement
procedure, setting up of FIFO-based inquiry channels, and visualization of access line congestion state. We
have created test scenarios that simulated contact center tasks. Using these scenarios, we compared the
experimental system and an existing system in terms of the response time, the degree of functional
integration of tools, and usability, which is based on a system usability scale (SUS).
KEYWORDS
WebRCT,Contact Center,P2P Communication, Web Application, Usability, Communication Channel
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