Google Hang Outs Now Available From Your Web Site

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Google disrupts customer service industry

Did Google just disrupt the disruptors?  The
 tech giant recently announced that it is 
offering the technology for a button that will launch a Google hangout directly from a 
company website.  

 Hangouts is Google's name for its 
videoconferencing service that allow several 
people to join the same video chat from multiple devices, including smartphones. 

  A related service, Hangouts on Air, allows a video conference to be recorded directly to 
Youtube.   Originally a part of its Google+ 
social network, it has since spun off into a standalone service.  

The service was announced on the official 
enterprise blog for Google posted by Stephen 
Cho, Head of Google Apps and Hangouts Technology Partnerships  "With this new Hangouts 
button, apps everywhere will let colleagues, 
partners, and customers meet face-to-face
 anytime, anywhere, and work more effectively together with just one click" Cho explained, "A number of our early partners have already 
enriched their applications with Hangouts".   He specifically mentioned several of their 
partners in the sales and customer service space, "Sales reps working in can automatically kick off a Hangout with their 
account team through Esna; in myERP, a sales 
rep can start a video meeting with any 
customer prospect.    Zendesk helps support
 agents start a Hangout to consult with other agents and internal staff, while Freshdesk lets a customer service agent Hangout with a customer to quickly resolve support issues".

The hangout start button can be configured by any moderately skilled developer and let you 
specify if it starts up a text chat, a video 
call, a video conference or a recorded on Hangout on Air.   Since the customer has control
 of their own camera settings, this 
essentially allows for deployment of an Amazon Mayday- like customer service button on any 
website or app allowing customers to see and 
communicate with the representative, whether they are using their video camera or not.

It seems that Google has once again put a 
disruptive game-changer on the market.   
As described by the CITEworld blog "Pretty much everybody 
has access to Google Hangouts, and Google is
 letting anybody embed the button. Obviously, you lose some of the really deep functionality for customer service agents to go hands-on 
with customers that Salesforce offers, but 
it's definitely more lightweight and almost 
certainly easier to deploy in an application. 

  There's a move towards using collaboration 
and chat technology for better customer 
service. It's going to be really interesting 
to see if Google Hangouts gets further built
 out as an enterprise offering with that kind of service as the focus".

What will this free application do to the 
large number of startups and small software 
companies have developed similar fee-based 
applications?   No one really knows, but the 
news can't be good.   They will likely either have to either adjust and offer more value
 added services, or incorporate the technology into their own offering.   Clearly this is a development in the customer service technology industry that cannot be ignored.

Companies like, a client of 
ours seem to like the news.  It will bring 
further viability to WebRTC  and Video applications.

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