What is WebRTC?

Web Real-Time Communication

WebRTC (Web Real-Time Communication) is an open-source technology that enables real-time voice, video, and data communication directly in web browsers without plugins or downloads. For contact centers, WebRTC allows agents to handle calls through their browser while customers can connect via voice or video from websites or mobile apps.

WebRTC in Contact Centers

  • Browser-based agents — No softphone installation required
  • Click-to-call widgets — Customers call from your website
  • Video support — Face-to-face customer interactions
  • Screen sharing — Visual assistance and co-browsing
  • Mobile apps — Native app communication without PSTN

Benefits of WebRTC

  • No downloads — Works in modern browsers instantly
  • Remote work ready — Agents need only a browser and headset
  • Lower costs — Avoid PSTN minutes for web-originated calls
  • Secure — Encrypted by default (SRTP/DTLS)
  • Cross-platform — Works on desktop, tablet, and mobile

Related Terms

Browser-based contact center. Platform28's agent interface uses WebRTC—no installs needed. Request a demo.

No software to install

Platform28's WebRTC-powered interface works in any modern browser.

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