What is a 
WebRTC (Web Real-Time Communication)
?

A technology that lets browsers and apps make voice, video, and data connections directly, in real time with no plugins needed.

WebRTC (Web Real-Time Communication)
 Example

You join a customer support chat from your browser, and it instantly opens a video call with an agent without downloading Zoom or Teams. That’s WebRTC in action.

WebRTC is an open-source framework developed by Google that enables peer-to-peer communication directly in web browsers or mobile apps. It supports:

  • Voice and video calling
  • Real-time screen sharing
  • Data exchange (like file sharing or chat)

Because it’s built into most modern browsers (Chrome, Edge, Firefox, Safari), users don’t need to install anything to start a real-time session. This makes it perfect for:

  • Contact centres
  • Telehealth
  • Online collaboration tools
  • Customer support video chats

Under the hood, WebRTC handles:

  • getUserMedia (accessing camera/mic)
  • PeerConnection (establishing the call)
  • ICE/STUN/TURN (finding the best network path)
  • SRTP (encrypting media streams)

It’s lightweight, fast, and widely used—but sensitive to network conditions. Things like jitter, packet loss, or CPU load can impact quality. That’s why monitoring tools and CX observability platforms are crucial when using WebRTC in production environments especially in contact centres.