New Concept Technologies RTC Platform

Transform customer engagement into a personalized experience, while reducing telecommunication costs and improving customer satisfaction.

NCT’s Platform embraces the WebRTC (Web Real-Time Communications) standard allowing businesses to directly embed audio-only or audio & video conversations and collaboration functionality within their website or mobile customer care apps. Contextual information around the customer’s journey can be shared with ATEL Unified IP systems or leveraging any third-party contact or call center environment for seamless handover from self-service to agent assistance.

RTC Platform enhances mobile apps and websites with access to a channel for real-time communication. Customers benefit from audio, video, co-browsing, on-screen drawing and much more without having to download additional software. The underlying technology leverages the latest high-definition audio and enables seamless transition from one interaction channel to another without repeating information courtesy of NCT’s experience in this aspect. User profile data and session activity are captured, providing agents with historical and real-time context for each interaction based on business needs.

Contacts are completely pre-qualified before being routed to the appropriate agent, reducing average handling time and improving first contact resolution. The customer/agent interactions enabled by the RTC Platform improve customer satisfaction by giving customers direct access to contact center agents at the point and place where it’s needed – avoiding the IVR and adding personalized experience with video. Agents, too, have an improved experience via face-to-face contact with video and high-definition audio and the ability to better build rapport.

Additionally, RTC Platform can control costs by reducing PSTN (public switched telephone network) costs by processing incoming calls using Internet telephony and the SIP protocol, and is available with an OpEx-friendly subscription pricing model based on per-minute (cloud) or per-port (on-premises) usage.

Key Components & Benefits of the NCT RTC Platform:

RTC Client

A JavaScript API for web development and mobile SDKs for app development – a few lines of code in each environment turn your website and apps into a communications hub for audio, video and data transfer.

RTC Server

The RTC Application Server, RTC Web Gateway and RTC Media Broker provide a SIP gateway in the cloud and on-premise, helping you connect to your existing infrastructure.

RTC Collaborate

For richer customer experiences, RTC Collaborate enables screen sharing, document push, remote control and on-screen annotation.