Beth Schultz
Beth Schultz is editor of No Jitter and program co-chair for Enterprise Connect. Beth has more than two decades of...
Read Full Bio >>

Beth Schultz | May 28, 2015 |


Masergy Adds WebRTC to UCaaS Array

Masergy Adds WebRTC to UCaaS Array The MSP targets Web sales and support organizations with its first browser-based, communications-enabled Virtual Automated Attendant.

The MSP targets Web sales and support organizations with its first browser-based, communications-enabled Virtual Automated Attendant.

The slow but steady uptake of WebRTC continues on, with managed services provider Masergy Communications becoming one of the latest companies to offer support for browser-based, real-time communications.

Masergy sees WebRTC as a natural next step for the UC cloud service it began offering in 2004, said Dean Manzoori, the MSP's vice president of product management. Over the years, he explained, Masergy has expanded its UC cloud portfolio from basic telephony to include communications functionality such as instant messaging and presence, audio conferencing, video conferencing, and Web collaboration. In addition, Masergy also enables integration between its UCaaS offering and popular business process applications like Salesforce, NetSuite, and Zendesk.

"Lately what's been taking up a lot of my product mindshare is WebRTC and how to integrate that with our UCaaS solution," Manzoori told me.


As announced last week, the WebRTC capability comes as part of the new Virtual Automated Attendant (VAA), which is customizable via a self-service portal. An application wizard helps site managers create custom menu structures, and then auto-generates the necessary code for embedding the visual audio attendant and click-to-call buttons, Manzoori said.

Initially, Masergy's focus is on real-time voice communications for sales and support functions, which the company utilizes for its own purposes as shown in the image below. Since the beginning of May, Masergy had received about 150 WebRTC calls through its support website, Manzoori told me when we spoke earlier this week.

Calls placed via the WebRTC-enabled VAA originate in the visitor's browser (Chrome, Firefox and Opera) and terminate on an existing Masergy SIP endpoint. Site visitors using a browser that does not support WebRTC receive a prompt to download a plug-in, Manzoori said.

The VAA portal will be live as of next week, at no additional charge for UCaaS customers, he said. "WebRTC provides an easy way for our customers to add another dimension to the way their customers reach them."

Sales and support organizations that adopt WebRTC-based communications can expect to see lower operational costs as they transition from toll-free numbers to browser-based call support, Manzoori said. He cited the average going rate for a toll-free call at about two cents per minute compared to a sub-penny rate for WebRTC calls.

"But, adding WebRTC isn't just about cost-savings," Manzoori said. "It's about making people more productive, creating a better customer experience, and reducing time-to-resolution from the contact center."

Follow Beth Schultz and No Jitter on Twitter and Google+!
Beth Schultz on Google+


April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.