WebRTC for Enterprise Communications
*Updated 15 September 2026*
WebRTC enables customers and employees to start real-time voice, video and data interactions directly through a web browser without needing a separate plug-in or communications application.
For businesses, its value is not simply browser-based calling. WebRTC can connect a digital journey directly with the people and communications systems behind it.
A customer completing an application, making a purchase or looking for support can move from browsing to chat, voice, video or co-browsing without leaving the website and starting again elsewhere.
That makes WebRTC an important building block for more connected enterprise communications and customer experiences.
What Is WebRTC?
WebRTC stands for Web Real-Time Communication.
It is a collection of web standards and APIs that allow browsers and applications to exchange real-time audio, video and data.
The World Wide Web Consortium published an updated WebRTC Recommendation on 13 March 2025, confirming its continued role as an established web communications standard.
WebRTC can support capabilities including:
- Browser-based voice calling
- Video calling
- Screen and content sharing
- Real-time data exchange
- Co-browsing experiences
- Embedded customer support
- Integration between web applications and telephone systems
The key advantage is that communication becomes part of the digital experience rather than a separate destination.
What Are The Business Benefits Of WebRTC?
Reduce Customer Effort
A customer does not need to search for a telephone number, download another application or move away from the website.
They can start a conversation at the point where they need help.
This can be particularly useful for complex applications, purchases, customer support and digital services.
Connect Digital And Voice Journeys
WebRTC can connect websites and applications into the wider contact centre.
Britannic's Webcall solution, built using WebRTC technology, allows customers to move between chat, web calling, video and co-browsing while connecting those interactions with customer service teams.
This helps prevent digital channels from becoming isolated from the wider customer journey.
Provide More Contextual Support
Sometimes a telephone conversation alone is not enough.
Video, screen sharing and co-browsing can allow an employee to guide a customer through a form, application or digital process while both remain within the same interaction.
This can be particularly valuable for complex or accessibility-sensitive journeys.
Where Can Businesses Use WebRTC?
| Use Case | How WebRTC Helps |
| Customer service |
|
| Contact centres | Digital conversations can connect with agents and existing contact centre workflows |
| Complex digital journeys | Co-browsing can help customers complete forms or navigate online services |
| Remote collaboration | Browser-based voice and video reduce reliance on additional software |
| Sales | Prospects can start conversations while their intent is highest |
| Public services | Employees can guide users through digital services without requiring an in-person visit |
Britannic and Talkative use this approach to connect digital journeys with enterprise communications and contact centre environments, allowing web interactions to become part of the wider customer service experience.
Is WebRTC Secure?
WebRTC includes security mechanisms for protecting real-time communications, and its standards require encrypted transport for media connections.
However, WebRTC should not be described as automatically providing end-to-end security for every service.
The overall security of a WebRTC deployment depends on the application, network architecture, identity controls, integrations and any intermediary services involved.
Businesses should therefore review:
- User authentication
- Application security
- Browser permissions
- Network configuration
- Encryption
- Data handling
- Contact centre integrations
- Recording requirements
- Access controls
Security needs to be considered across the complete communications journey rather than relying on WebRTC alone.
Britannic's Three-Step WebRTC Framework
Britannic recommends assessing WebRTC opportunities through three questions.
| Stage | Question |
| Identify |
|
| Connect | Could voice, video or co-browsing be embedded directly into that journey? |
| Integrates | Can the interaction connect with the contact centre, CRM and wider communications environment? |
This prevents WebRTC becoming another standalone communications channel.
Its greatest value comes when browser-based interaction is connected to the systems and employees responsible for completing the customer journey.
WebRTC Readiness Checklist
Before introducing WebRTC, organisations should consider:
- Which customer journeys would benefit from real-time support
- Whether voice, video or co-browsing genuinely reduces customer effort
- How WebRTC will integrate with the contact centre
- Whether customer context can follow the interaction
- Browser and device compatibility
- Network performance and resilience
- Security and authentication requirements
- Call recording and compliance requirements
- Accessibility
- Reporting and analytics
The objective should not be to add WebRTC everywhere.
It should be used where real-time communication can remove a specific barrier from an employee or customer journey.
Where Does WebRTC Fit Into Enterprise Communications?
WebRTC is most valuable as a bridge between digital experiences and real-time communication.
It allows websites and applications to become active communication channels while existing contact centre, CRM and enterprise communications platforms continue to manage the interaction behind the scenes.
Modern platforms including Mitel MiContact Centre Business also use WebRTC capabilities for functions such as video chat and co-browsing alongside voice and digital channels.
Britannic helps organisations integrate WebRTC and digital engagement technology into wider customer experience and enterprise communications strategies.
Organisations looking to connect their website, digital journeys and contact centre can book a complimentary meeting with Britannic to identify where WebRTC could remove customer effort and improve real-time engagement.
