I’ve run across recent situation where a customer asked “we should wait for WebRTC until Microsoft Explorer is on board” I started to think whether that statement made sense and should companies leverage WebRTC.
I decided to run some analysis to see what the various world wide usage of browsers were since some rumors had it that Google Chrome was near 80% and others where Google Chrome did not make a dent… hard to believe. Basically the browser releases that support WebRTC start with Firefox 24 and Google Chrome 29 beta which together make up 32.78% of browser usage and Explorer is 57.94% and the rest are in the noise including non-WebRTC Firefox and Google Chrome and low numbers for Safari. Full disclosure, I’m a Mac user in an all Apple home other than a few Android experiments. The details of my browser analysis is available below.
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An additional point, the WebRTC standard is not ratified by the IETF yet and there is hope this will happen this year once the video VP8/VP9 H.264/H.265 kerfuffle is behind us. Going concerns over licensing and who owns what and when does it expire for H.264 and will people owe a pile of money for built in codecs has slowed things down. Advantage for H.264 is hardware accelerated in cell phones and other devices and tough for VP8 to compete (a software based codec consuming mobile device CPU and battery). The emerging VP9 has H.264 compatibility and we’ll see how that rolls out with the Google and Vidyo guys.
So, now what… given what I know about the cost savings for enterprises and the convenience of business with consumers it far outweighs the inconvenience of having a non-WebRTC browser. I haven’t seen or know major pushback from anyone suggesting you download either Google Chrome or Firefox to have enhanced features. Inside corporations, for remote workers, its even easier to standardize. The savings can be huge… licensing, IT support, training etc.
With a WebRTC approach you can brand your own look and feel and not depend on something like Skype or some other video/voice/desktop sharing/IMing tool. Its a simple point and click and even most basic of users can have a rich customer support experience. Additionally, IVR can be substantially enhanced by offering links to the call center from specific a specific webpage or area of a webpage. This will provide an unprecedented data rich environment about the customer like geographic location, language preferences, webpage location, login information etc. Take this data and now add smart routing to your call center to truly handle your key customers or tailor a message based on their actions. Additionally, page defects can be detected and repaired. An abnormally high click to call from a specific area of a page can provide data that there might be a defect on the page that would be very hard to catch otherwise. Fix the defect and then reduce call center volume.
Ok, so what if the person uses the Microsoft Explorer and comes to your page that is WebRTC enabled. You can quickly determine the browser type and offer the plain ‘ol toll free number or suggest to the customer to enhance their experience they could use either Firefox or Google Chrome.
Bottom line… don’t wait… pick your enhanced application areas carefully… WebRTC viability with Explorer will be a reality.
1st Quarter 2014
|Chrome 33.0 Chrome 33.0||6.12%|
|Chrome 32.0 Chrome 32.0||5.73%|
|Chrome 31.0 Chrome 31.0||2.51%|
|Chrome 21.0 Chrome 21.0||0.41%|
|Chrome 30.0 Chrome 30.0||0.34%|
|Chrome 28.0 Chrome 28.0||0.31%|
|Chrome 29.0 Chrome 29.0||0.29%|
|Chrome 27.0 Chrome 27.0||0.28%|
|Firefox 27 Firefox 27||6.68%|
|Firefox 26 Firefox 26||6.09%|
|Firefox 28 Firefox 28||1.26%|
|Firefox 24 Firefox 24||0.36%|
|Firefox 25 Firefox 25||0.35%|
|Firefox 3.6 Firefox 3.6||0.26%|
|Firefox 12 Firefox 12||0.23%|
|Firefox 23 Firefox 23||0.19%|
|Firefox 17 Firefox 17||0.18%|
|Firefox 21 Firefox 21||0.17%|
|Firefox 22 Firefox 22||0.17%|
|Firefox 16 Firefox 16||0.16%|
|Firefox 20 Firefox 20||0.14%|
|Firefox 15 Firefox 15||0.12%|
|Firefox 13 Firefox 13||0.11%|
|Firefox 19 Firefox 19||0.11%|
|Firefox 10 Firefox 10||0.11%|
|Firefox 29 Firefox 29||0.10%|
Firefox + Chrome
|Microsoft Internet Explorer 8.0||21.36%|
|Microsoft Internet Explorer 11.0 Microsoft Internet Explorer 11.0||13.54%|
|Microsoft Internet Explorer 9.0 Microsoft Internet Explorer 9.0||8.82%|
|Microsoft Internet Explorer 10.0 Microsoft Internet Explorer 10.0||8.06%|
|Microsoft Internet Explorer 6.0 Microsoft Internet Explorer 6.0||4.42%|
|Microsoft Internet Explorer 7.0 Microsoft Internet Explorer 7.0||1.63%|
|Microsoft Internet Explorer 4.0 Microsoft Internet Explorer 4.0||0.11%|
|Safari 7.0 Safari 7.0||2.44%|
|Safari 5.1 Safari 5.1||1.11%|
|Opera 12.x Opera 12.x||1.07%|
|Safari 6.1 Safari 6.1||1.02%|
|Safari 6.0 Safari 6.0||0.55%|
|Safari 5.0 Safari 5.0||0.43%|
|Proprietary or Undetectable||0.21%|