Click-to-call is a form of digital communication where a user clicks a button, image or text on a website or smartphone application to request an immediate, real-time connection with another person or company agent. There are two key ways to implement click-to-call: via traditional PSTN calls, which opens the mobile cellular dialer application and disrupts the customer experience, or via native VoIP calls.
The AudioCodes Live CX click-to-call solution leverages WebRTC technology to enable customers to initiate free VoIP calls over the internet directly from the company’s website or mobile application. Customer continue browsing undisturbed, with the voice call becoming an integral part of the experience. During the call, company agents can share screens (co-browsing) with callers to collaborate in real-time for exceptional customer service.