Click to talk requests are most commonly made on websites but can also be initiated by hyperlinks placed in emails or videos, and other Internet-based object or user interfaces.
CTC technology in most instances requires the web consumer to enter his phone number in order for the site operator, or its CSR s, or audio telephony version of an autoresponder, to place the call.
Indeed, modern CTC technology reportedly evolved out of its PC client-to-client roots as a direct result of consumer reluctance to download what was, then, the necessary software.
Click to talk: This uses WebRTC technology to take the call over the data network (regardless if it is a computer or smartphone) using the built in microphone and speaker.
The basic form of CTC (Request-a-Call) technology currently in general use is just exactly what Request-a-Call sounds like: an end user enters her phone number through a web dialog box, then an intermediary service calls both that end user and the merchant or other respective third party, and connects the two together for an ordinary telephone conversation.
It is comparatively rare for a consumer to be charged for CTC services in typical web commerce, except of course in designedly pay-per-call implementations, as may be found on adult websites or other sites with business models involving payment for media presentation.
White papers have confirmed that sufficiently advanced Request-a-Call technology improves website conversion rates so much that Forrester Research reported 143% average ROI on implementing it, with $2.5 million in increased revenues over 3 years and initial payback in just 7–14 months for even the most expensive CTC systems.
The most advanced forms of Request-a-Call technology provide some combination of consumer-transparent call tree avoidance or navigation, synchronized user-side full motion video, and varying degrees of end user behavior tracking, analytics, and data capture.
To understand this implementation, imagine that while the other end of your call is being connected, you're watching TV style video on your computer screen with the synchronized audio presentation coming over the telephone.
The benefit of this technology is that system operators can build real rapport with customers and answer their questions at a time when they are showing the most interest in a company's products.
The emergence of click to call applications are now primarily due to WebRTC, which is the underlying protocol that modern browsers are using in order to establish RTC connections.
By leveraging WebRTC and various VOIP technologies, various software applications are capable of click to call functionality within a web browser.
Some people have indicated that such failure is due to the fact that Google is using the CTC in the Auto Dialer mode, providing very little benefits to the end users.