A guide to WebRTC: The secret to effective voice and video calls over the web

WebRTC stands for Web Real-Time Communication, which is an excellent summary of what it does. It is a technology that enables real-time communication between devices connected to the internet, using just their browsers. This includes both audio and video calls, as well as the transfer of data between devices.

The WebRTC protocol is what enables us to make free calls and have video chats using the cameras and microphones that are built into our mobile phones, tablets, and laptops. No phone number, telephone wires, or even mobile signal is required.

Importantly, WebRTC is an open-source technology, which means it isn’t owned by a mega-corporation that may decide to withdraw support or monetize it in the future. It is also backed by tech giants like Apple, Google, and Microsoft, which makes it a dependable option for businesses looking to incorporate audio and video calling into their own applications to support a host of business use cases.

The beauty of WebRTC is that it enables any internet-connected device, on any network, to be a potential communication end-point, even those that sit behind firewalls. In only ten years it has become a cornerstone of communication and collaboration across the web.

Almost every communication device that we use today has a microphone and webcam built in. WebRTC uses the MediaStream API to access these functions to provide sources of audio and video data that can encrypted and streamed over the web to other devices and played on their speakers and screen.

It allows developers to create real-time audio and video calls, as well as data transfers, directly within web pages.

What is so special about that, you might say? Well, before WebRTC if one browser wanted to communicate with another then it had to go via an intermediary server. Think of internet chat rooms when users would navigate to a common website to start a chat. Or people playing computer games online who need to connect to the same server in order to interact with each other.

This is called a client-server architecture where the user’s browser is the client.

With WebRTC, once the initial connection between the browsers has been made, then all subsequent communication is directly between the browsers, with no third-party server required.

As you would expect of an open-source project launched by Google, WebRTC has been designed to ensure the highest levels of security. However, you need to be aware that WebRTC is not automatically 100% secure and has both limitations and vulnerabilities that need to be addressed by the developers using the protocol to build secure communication solutions.

When implemented properly, WebRTC enables highly secure communication across the internet. However, it is up to developers to ensure signaling security, user privacy and the ongoing management of their solutions.

While we will be having a close look at the business applications for WebRTC in the next section, there are many other areas where it excels.

There has been an exponential growth in the use of WebRTC for incorporating video calling into all sorts of scenarios for improving productivity and collaboration in the workplace. Where previously video conferencing required specialist recording equipment, lapel mics, and a quiet, private meeting room, the many features that WebRTC now supports have democratized video as a communication tool. These include:

By using WebRTC to shift seamlessly between communication channels, businesses have been able to provide a more efficient and cost-effective service to customers getting in touch via the contact center.

At any point in an email or web chat interaction, the agent can generate a Call Link using WebRTC and send it to the customer which will open a browser window where they can join a live video or audio call with the agent. It is even possible to customize the browser to reflect the business’ branding.

Some creative brands are using WebRTC to double check the identity of callers before personal or sensitive information is discussed. In this case the agent can check that the person they are interacting with matches the photo ID that they have on file.

Trying to interview busy customers in store with a smile and a clipboard has never been an effective way of getting honest and constructive feedback. Use WebRTC to conduct video interviews when people are comfortable and relaxed at home.

Save on costs, shorten the recruitment cycle, and attract the best talent with efficient and secure video interviews using WebRTC. With the increase in remote working and greater access to regional labor markets, it is now an important tool in any effective recruitment strategy.