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Enhanced Queues With Video on Hold Win 2016 WebRTC Product of the Year Award

by Kevin Bartley

We're happy to announce that OnSIP just won the WebRTC 2016 Product of the Year Award from TMC for our Enhanced Queues and Video on Hold features.

Published: March 29, 2016

We're happy to share that OnSIP has won TMC's 2016 WebRTC Product of the Year Award for our Enhanced Queues feature! This is our second time winning this award for our work in WebRTC. Enhanced Queues and Video on Hold use WebRTC technology to give call center supervisors better management, reporting, and retention capabilities.

“It gives me great pleasure to honor OnSIP as a 2016 recipient of the WebRTC Product of the Year Award for their innovative product, Enhanced Queues,” said Rich Tehrani, CEO, TMC. “Our judges were very impressed with the ingenuity and excellence displayed by OnSIP in their groundbreaking work on Enhanced Queues.”

Enhanced Queues: Track and Manage Agents From Your Browser in Real-Time

Enhanced Queues are the evolution of ACD Queues, a feature that distributes incoming calls to available agents in a queue. With OnSIP® Enhanced Queues, Queue Supervisors can gain real-time insights into their call center's activities, monitor individual calls, and pull historical data on call performance.

The Enhanced Queue dashboard displays real-time call metrics in a simple layout. Queue Supervisors can see how many callers are currently waiting in the queue, how long each caller has been waiting, and the status of all agents in the queue.

The Enhanced Queue Dashboard allows you to monitor your agents and queues, interrupt calls, and generate call tracking reports.

Enhanced Queues also expand on the basic functionality of ACD Queues by allowing Queue Supervisors to join any call in the queue, listen silently, or talk to agents while a call is live:

  • Call Monitor allow supervisors to listen in on a call silently without alerting the agent or the caller.
  • Call Whisper allows supervisors to 'whisper' directly to the agent without allowing the caller on the other end to hear the message.
  • Call Barge allows supervisors to enter the call and speak to both the agent and the caller.

Enhanced Queues also comes with call reporting to provide historical data on queue activity.

Video On Hold: Entertain and Educate Callers Waiting On the Line

A recent survey by TalkTo found that more than half of Americans say they spend 10 to 20 minutes every week on hold. Indeed, 7 out of 10 callers are placed on hold when they call a business. So what can businesses do to improve their on hold experience?

Queue Video on Hold is an innovative way to keep callers engaged while waiting for an agent to take their call. Built with WebRTC, Video on Hold allows OnSIP customers using InstaCall to replace a traditional Music on Hold channel with a YouTube video. No more elevator music for your customers!

Video on Hold is a great opportunity to show a customer testimonial, educational clip, or video tutorial while a customer is waiting in the queue. Once an agent picks up the call, the queue video is replaced with the live video chat session.

To learn more about how to set up a Queue Video on Hold with Enhanced Queues, visit our Knowledgebase article here.

The OnSIP App: A Phone App for Modern Teams

The OnSIP app is a free webphone app that can replace a deskphone.

All of our WebRTC features come together in the OnSIP app. Free for customers, the OnSIP app is a web phone that runs in a Chrome or Firefox browser, no plugins needed. It can entirely replace a deskphone, with features such as HD voice and video calling, extension dial, PSTN calling, contact presence, drag-and-drop transfer, and more.

With the OnSIP app, OnSIP has joined the movement towards unified, cloud-based communication platforms. And with Enhanced Queues directly integrated into the app, OnSIP is the first to bring call center functionality to this emerging sector of the UCaaS industry.

WebRTC: Still Pushing Boundaries In 2016

“This is our second WebRTC Product of the Year Award, which shows our commitment to this technology,” said Mike Oeth, CEO and Co-Founder of OnSIP. “OnSIP Enhanced Queues pave the way for the next generation of video calling, including video on hold. Additionally, we just launched version 2.0 of the OnSIP app with a new user-centric interface. This is the future.”

We're very excited to receive our second WebRTC Product of the Year Award, and we'd like to thank TMC for the opportunity to showcase our company. The WebRTC market is still growing, and we expect to see more innovative applications of it in the near future. Now it's time to get back to work and keep building great products!