The limitations of traditional service channels
Website or app-based customer service is becoming essential in the telecom industry. However, many ISPs and telecom providers still rely on legacy voice systems, including toll-free numbers and physical call centers. These models require high investment and often deliver poor customer experiences.
At the same time, customer expectations have changed. They now demand fast, seamless interactions from within the platforms they already use.
As a result, continuing to depend on outdated systems can lead to increased churn, inefficient processes, and rising operational costs. Therefore, adapting your service channels to meet new user behavior is not just necessary — it’s a strategic move.
Why digital behavior demands new customer service strategies
Today’s users expect convenience. Rather than dialing a number or navigating through complex IVRs, they prefer solving problems directly from your app or website.
Consequently, several industries have already adopted this model. For example, banks, airlines, logistics platforms, and remote concierge services are enabling real-time voice and video within their digital environments.
In this context, telecom providers must follow the same path. After all, delivering communication is their core business.
Furthermore, aligning service delivery with digital behavior leads to better user satisfaction, faster resolution, and more scalable support.
Website or app-based customer service: the new telecom standard
WebRTC (Web Real-Time Communication) enables real-time voice and video directly in browsers or mobile apps, without external plugins or software. Because of this, providers can offer website or app-based customer service and eliminate the need for toll-free numbers or outdated IVR systems.
In addition, WebRTC connects easily with SIP and VoIP infrastructures already in use. This means your team doesn’t need to rebuild the system — you can simply enhance it.
In short, it’s a cost-effective way to modernize service channels, improve availability, and increase customer satisfaction.
Supporting website or app-based service with Khomp’s WebRTC Gateway
With Khomp’s WebRTC Gateway, telecom providers can offer digital voice channels without impacting current workflows. More importantly, the platform is fully cloud-based and managed by Khomp, ensuring simplified deployment and ongoing support.
For example, the solution allows:
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Voice and video calls initiated directly from websites or apps;
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Integration with SIP, CRMs, ERPs, and business tools;
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Scalable, hardware-free architecture with real-time monitoring;
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High availability and seamless user experience.
Additionally, advanced features like click-to-call and WebRTC softphones help extend your digital strategy without increasing complexity.
Strengthening your voice strategy through digital transformation
Improving the voice channel goes beyond using new technology. Rather, it’s about adjusting to current user expectations and staying relevant in an increasingly digital market.
If you don’t adapt, sticking with traditional infrastructure may result in inefficiency and reduced customer loyalty. On the other hand, adopting technologies like WebRTC allows you to offer faster, smarter, and more convenient customer service — while reducing costs.
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