As we ll see, the WWW is an essential component in the majority of internet applications for call centers. Although the WWW does not require real time communication support, the number of internet applications that do is increasing. Internet telephony allows internet users to conduct voice conversations with one another. Even though the quality of the voice conversation cannot compare to a phone call over the PSTN, the significant cost savings has made internet telephony increasingly popular. Real time communication over the internet doesn t end with voice communication.
Internet users can also exchange data in real time.
For example, a user could edit a Microsoft Word document while colleagues, located anywhere on the internet, view the document and the changes as they are made. Although real time communication over the internet is quite new, the technology is rapidly evolving and maturing. Vendors are continuing to offer more sophisticated applications, such as internet videoconferencing. Already, these standards are supported by the major application vendors in the industry. Plus, initiatives are underway aimed at providing a predictable quality of service to internet users who require it for real time communication.