Oracle continues to invest in real-time engagement as part
of our Digital Channel strategy. Current
investments are focused on delivering video and voice in a pure web form via
WebRTC. Product Management predicts that most future investments supporting the
ability to connect a consumer to a contact center, via voice, to seamlessly
transition from a web or mobile self-service experience will be met by this
approach. This in contrast to many existing Click-to-Call deployments which are
designed to work across public switched telephone networks (PSTN) to connect to
a customer’s existing telephony voice infrastructure.
While we continue to
invest in WebRTC for Video and Voice, any future solutions that may be
delivered will occur sufficiently beyond the EOL of the current Click-to-Call
offering and should not be considered as a replacement option for current
deployments. We will continue to provide updates through normal channels as
they become available.