Now that we’ve covered the “what” in part one of this series about WebRTC in the contact center, it’s time to look at the “why” when it comes to WebRTC. While most companies haven’t yet embraced WebRTC for customer interactions (We’re still in the early adoption cycle as the specification continues to work its way through the standards process and gains more industry awareness) it’s critical for companies to begin crafting a strategy to empower their digital customer service with WebRTC.