Click-to-call , also known as click-to-talk , click to call , click-to-call and click-to-text , ie Webcall is a Web-based form of communication where someone clicks on an object (eg buttons, images or text) to request real-time direct connections with others through phone calls, Voice-over-Internet-Protocol (VoIP), or text. Click-to-talk requests are most commonly created on websites but can also be initiated by hyperlinks placed on email, blogs, wikis, flash or video animations, and other Internet-based objects or user interfaces. Click-to-call is also known as Click-to-Talk or Real Time Communication Web Calls
Video Click-to-call
Basics
Click-to-call (CTC) is actually a misleading name for this technology in its most common application in the 21st century. "Click-to-call" technology now almost always refers to the means for web consumers to ask the website operator to call her. In other words, "click-to-call" would be more accurately referred to as "Request-Call-," as in "Please give me a call (this is my phone number)." CTC technology in many ways requires web consumers to enter their phone number in order for the site operator, or CSR, or the audio phone version of the autoresponders to make calls. CTC technology is now most commonly used to turn web-based traffic into direct telephone communication between end users and some other entities. CTC comes from older PC2PC phones where clients, or software applications, are downloaded to end-user personal computers to interact with the same software running on other parties' computers, to allow conversations between two computer users.
Current CTC technology does not require consumer download unless it is possible for industry standard plugins such as Flash. Indeed, modern CTC technology is reported to evolve from its client-to-client PC root as a direct result of consumers' unwillingness to download what then becomes the necessary software. Such reluctance is familiar, and is generally considered to be afraid of viruses and other malware. Today's CTC is a web service to the phone without clients, with calls made outside the consumer's computer. This architecture also improves the reliability and quality of service.
Maps Click-to-call
Typical implementation
The basic form of CTC (Request-a-Call) technology currently used in general is exactly what the Request-a-Call sounds like: the end user enters the phone number through the web dialog box, then the intermediary service calls both ends the user and the merchant or third parties respectively, and connect the two together for regular phone conversations. It is wise to think of this implementation as a familiar three-party call, or a conference call. Users want to talk to a website representative, so the CTC provider calls users and representatives and then bridges the calls between them in one way or another. Regarding fees, usually the website operator or his client pays for CTC services. It is rare for consumers to charge for CTC services in typical web commerce, unless of course in the designed pay-per-call implementation, as can be found on adult websites or other sites with business models involving payments for media presentations. Regardless of who pays, a three-way call is more expensive than a 2-way call, so the most cost-effective CTC provider stops after the desired connection is made, preventing it from passing all 3-way call charges.
The white paper has confirmed that advanced demand-call technology increased the conversion rate of the website so Forrester Research reported a 143% ROI average in implementing it, with $ 2.5 million in revenue increase for 3 years and an initial return of just 7- 14 months for even the most expensive CTC system. The CTC system varies greatly in both price and pricing models (fixed costs, plus costs, profit sharing, etc.).
Advanced features
The most up-to-date form of Request-a-Call technology provides multiple combinations of consumer-group transparent evasion or navigation, user-side video syncing, and various levels of end user behavior, analytics, and data retrieval.
Another way to achieve the same result is to have a certain CTC button on a website linked to a specific phone number, answered by experts in a particular product or service that is marketed on a page that contains that button. In other words, each CTC button can easily connect end users to different people or groups, whoever is most appropriate. Nearly all CTC providers can provide the ultimate solution because it relies only on the availability of a unique target phone number. Amazon, for example, has been applying the call navigation/evasion techniques pervasively, especially for expert-intensive products such as HDTV.
Video
Video enhancement is the latest evolution of CTC technology. To understand this implementation, imagine that when the tip of your call is connected, you watch a TV-style video on your computer screen with a synchronized audio presentation coming through the phone. The application of this high-impact Request-a-Call (CTC) technology is commonly used to safeguard the interests of consumers while the right person needs to talk to them, possibly because the call is rolling through a call-in call attempt, attempting, for example, direct calling of the target office, then cell, then go home. From a commercial point of view, the video component is more important as a clear opportunity for the target to be emphasized, cross selling, selling, or making an "impression", such as "cost-per-impression" or CPI, on consumer browsers-picking who might not convert buyer. Such an impression will generally be made on a very targeted audience, as it will only be created on the consumer who requests it, and from the page that allows the web host to know exactly what it is interested consumers when consumers are most likely to be in the buyer's mood.
Videos involving company or video chat
Video involving companies usually referred to as video chat is another form of CTC, where customers can click the button to connect to operators that appear on web pages via video and talk to customers directly via their PC. Customers can talk through a microphone and speakers or headset, text chat, or use a conventional phone to communicate with the carrier. Some Video Chat systems allow operators to actually navigate customers around websites, and even in some cases actually fill out forms along with them and process payments. The benefit of this technology is that system operators can build real relationships with customers and answer their questions as they show the greatest interest in the company's products. Lands' End (part of Sears Corporation) became one of the first US retailers to start using technology by the end of 2010.
Historical and new implementations
Autodial
The implementation of what came to be called the more common CTC technology of the past is also known as "auto-dial." This implementation is actually a misnomer, because all it does is allow the user to click a button to cause his computer to call the number provided by the website. The user in this case actually initiates an outbound call, slightly different from if he or she plays itself the old way. All he saved by using this version of CTC is an attempt to enter a phone number. On the other hand, this simple ruse gives us a "Click to Call," moniker that seems to stick to all the better and different technologies.
History and other names used for similar functions
Other names used in this field include Web Calls, Web Connect, Web Call-Back, Click-to-Talk, Web Call Button and Changer Changer Contact Contact (CCCC). CCCC provides "clicks to change customer contact channels" from web search to talk via PSTN or via VoIP or through exchange of web pages/chat text. Most started in the mid-1990s in North America with several US and Canadian related patents (List Below) being developed.
CA 2178705 CHANNEL CHANER CUSTOMER CONTACT
US 5884032 Systems for communication coordination through a customer contact channel change system use a call center to manage calls between customers and available help agencies
US 6311231 Methods and systems for data coordination and voice communications through channels of change in customer contract channels using voice over IP
SYSTEM CA 2391428 TO GET HELP MORE THAN COMMUNICATION SYSTEM BY USING SPECIAL CUSTOMER CONTACT CONTACT
US 6668286 Methods and systems for coordinating data and voice communications through customer contact channels that change the system through IP
Mobile phone
When users browse using mobile phones, CTC features tend to be more literal. Phone numbers are highlighted in the same way as hyperlinks. Clicking the phone number starts the calling process. Similar to Automatic Dialer mode, this will be the same as an end user that presses each digit to call another number, except that this is a shortcut pressing only one once-highlighted number.
Underlying technology
The advent of click to call apps is now primarily because of WebRTC, which is the basic protocol that modern browsers use to build RTC connections. By utilizing WebRTC and various VOIP technologies, various software applications are able to click to call functions in a web browser.
Consumer concerns
Some click-to-call services can have flaws, such as harassment calls that harm anyone paying for the service. The most experienced providers have a heuristic in place to eliminate these issues and sophisticated consumer click-to-call will be aware of privacy issues in this setting. In addition, in the past, at least, the click-to-call service may have been affected by legal issues in countries like India where VoIP may or may not have been legal.
Google maps and buzz
In August 2006, the Wall Street Journal reported a joint effort by eBay and Google that would offer CTC, but Google issued a statement on October 7, 2006, which says Google has reconsidered, disputed by Google the next day, and stated that bugs in the system they allow anonymous users to direct that information. Google then set up a new beta CTC system, where AdSense users will be able to send their phone number, and Google will place the call button next to their website link. Now Google Adwords users can manage CTC functionality.
In November 2006, Google experimented with a callback process in its Google Maps product but eventually deleted the feature. In January 2008, Google tested click-to-call for businesses listed on search results pages [2]. Some people have pointed out that the failure is due to the fact that Google uses CTC in Auto-Dial mode, providing very little benefit to end users. Other vendors providing different callback rates like Ingenio were acquired by AT & amp; T Yellow Pages and eStara were acquired by ATG.
PI Microsoft maps.live.com is rumored to have similar features, but seems to have disabled it. Some users believe that this is a better feature.
See also
- Third party call control
References
External links
Source of the article : Wikipedia
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