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A technology that lets browsers and apps make voice, video, and data connections directly, in real time with no plugins needed.
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:
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:
Under the hood, WebRTC handles:
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.
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