A patient is in the middle of a telehealth consultation with your organization, sharing symptoms with their doctor through a video call. Suddenly, the connection freezes. The audio cuts out, the video drops, and the patient is left staring at a blank screen. Because the connection was lost, your customer is forced to restart the session or reschedule entirely. What should have been a convenient, reassuring experience turns into frustration and a loss of trust.
Learn how leading brands improve their WebRTC-based interactions with Cyara’s testing and monitoring solutions.
Now imagine a different moment: a shopper is trying to complete a purchase on your website but runs into an error. They click a button and instantly connect with a live agent inside their browser. The agent launches a co-browsing session, identifies the issue, and walks the shopper through to checkout in minutes. The customer leaves satisfied, and your business wins their long-term loyalty, which turns into future revenue opportunities.
In both cases, Web Real-Time Communications (WebRTC) technology serves as the backbone for the interaction. When optimized, WebRTC eliminates friction, enabling voice, video, and data-sharing directly in a customer’s browser or app—no plug-ins, no downloads, no waiting on hold. When it falters, however, the stakes are high. When it comes to delivering customer interactions, every glitch, delay, or dropped session translates directly into lost trust and, often, lost revenue.
With the right WebRTC testing and monitoring solutions in place, you can deliver reliable customer interactions and reap the benefits of this technology.
Why WebRTC Matters for CX
WebRTC is not just another communications standard. For CX organizations, it represents a way to weave real-time communication directly into the customer journey. Unlike legacy telephony or third-party plug-ins, WebRTC runs natively within modern browsers and mobile apps. Customers can click a button to start a video call, share their screen with an agent, or complete a secure payment, all without leaving the experience they’re in.
WebRTC can transform experiences for organizations across all sectors and industries. For example, with WebRTC-based interactions, banks can offer instant loan consultations, airlines can rebook stranded passengers without long hold queues, and retailers can guide customers through checkout with live co-browsing. By collapsing the distance between the digital journey and live support, WebRTC makes experiences feel immediate, personal, and human.
But because WebRTC runs over the open internet and depends on customers’ devices, browsers, and networks, it introduces variability that traditional telephony doesn’t. That variability is where CX can break down if optimization is neglected.
Common Challenges of WebRTC-Based CX
WebRTC’s flexibility also creates its biggest challenges. When using WebRTC, customers can connect from anywhere: corporate VPNs, public Wi-Fi, mobile data. Bandwidth fluctuates, and packet loss can wreak havoc on call quality. Devices vary widely, from the latest iPhone to a budget laptop running an outdated browser. Even small issues such as jitter, lagging video, and latency can make dialogue feel awkward.
Scalability adds another dimension. A few dozen WebRTC sessions may run smoothly, but thousands of concurrent calls and video chats strain media servers. Without resilient infrastructure, surges can overwhelm systems. And for industries like finance or healthcare, compliance and security requirements add further complexity, forcing organizations to balance airtight protections with effortless customer experiences.
Unoptimized, these challenges lead to dropped calls, frozen video, or poor audio quality, which undermines the very trust WebRTC is meant to create.
The CX Impact of Getting It Right
When WebRTC is optimized, the impact is immediate and measurable. Customers enjoy effortless experiences where help is always one click away, without downloads or delays. A financial advisor who can connect instantly through secure video builds trust. A healthcare provider delivering crystal-clear telehealth earns loyalty. A retail agent guiding a customer through co-browsing turns a potential cart abandonment into a successful sale.
And your agents benefit as much as your customers. Reliable sessions mean agents spend less time apologizing for glitches and more time focusing on problem-solving and empathy. That reduces frustration, boosts productivity, and improves retention.
From a business perspective, the ROI compounds. Optimized WebRTC reduces churn, increases conversion rates, and protects brand reputation. In high-stakes industries, the cost of downtime or failed interactions is immense; optimization safeguards against those risks while unlocking new opportunities for customer engagement.
How to Optimize WebRTC-Based CX
Much like assuring other CX channels, the key to optimizing your WebRTC-based interactions is continuously testing and monitoring your infrastructure to ensure consistent, reliable performance. With the right solution in place, you can eliminate dropped calls, latency, video problems, and other risks that erode customer trust and damage loyalty.
Cyara testRTC is the world’s most powerful WebRTC testing and monitoring platform. testRTC is designed to help you easily identify and resolve issues that may impact your ability to connect with your customers with valuable, actionable insights, self-service troubleshooting applications, and continuous monitoring tools.
With testRTC, you can:
- Reduce and prevent WebRTC issues.
- Replicate real-world customer experiences.
- Protect your reputation and improve loyalty.
- Cut operations costs and improve revenue.
- Reduce fault rate and escalations to engineers.
WebRTC testing is more than a one-time commitment to delivering quality interactions your customers and agents can depend upon.
Discover the Cyara Advantage
WebRTC has redefined the possibilities of customer engagement. But its potential is only realized when organizations move beyond deployment to optimization. Dropped calls, frozen video, and jittery audio are more than just technical problems. And the only way to reap the benefits of WebRTC technology is to make comprehensive testing and monitoring a priority.
As the No. 1 choice for AI-led CX productivity, growth, and assurance, Cyara provides all the tools you need to future-proof your CX and deliver reliable, high-quality interactions across all voice and digital channels, including WebRTC.
Contact us to schedule a personalized demo or visit cyara.com for more information.
