RichCall provides your customers with a one-touch live support option. Embedded into your website and mobile app RichCall allows them to establish a video-enabled fully interactive session with an agent, which includes co-browsing, app sharing and other web-collaboration tools.
With RichCall, your customers can interact with you using:
- desktop and mobile browsers,
- iOS and Android apps,
- on-premises video-kiosks.
Thanks to the seamless integration with Cisco UCCX/UCCE, RichCall leverages your existing contact center operations, workflows and apps to:
- route and queue video chat requests,
- handle video chat interactions,
- measure customer satisfaction and agent performance.
Customer engagement workflow
1. Unified Context
Each customer request for live assistance is supplemented with contextual data, before reaching UCCX/UCCE. This data may include:
- customer ID or phone number
- the webpage the request is initiated from
- the category of question (as selected by the customer)
- the location of the videokiosk the video chat is requested from
2. Unified Routing
Once the video chat request reaches the contact center, it gets routed to one of a number of pre-configured agent skill groups. RichCall uses the groups defined in UCCX/UCCE, so there’s no need to create them yourself.
The skill group the video chat is routed to depends on the context of the request, for example:
- the group may be determined by the category of question, as selected by the client
- the video chat session may be routed directly to the agent who spoke to the customer by phone a few moments earlier
3. Unified Queuing
After the agent skill group is defined, the video chat is placed in a queue alongside all the other incoming phone calls.
4. Integration with the agent desktop software
As soon as an agent becomes available, RichCall uses all the existing agent tools to start the encrypted interaction:
- the customer’s audio is played through the agent’s headset (just like any other phone call),
- the CRM connector extracts the customer ID or phone number from the contextual data, in order to populate the information displayed on the agent’s terminal
- Cisco Finesse / CAD opens the RichCall agent’s interface, which provides video and web-collaboration features (co-browsing, text chat, app sharing, snipping tool and more).
5. Unified Recording
Voice, video and all the content shared by both parties are recorded during the interaction and available for later playback. The voice is also recorded by Cisco MediaSense.
6. Unified Reporting
The info about all RichCall interactions is stored in Cisco Unified CCX Historical Reports or Cisco Unified Intelligence Center.
Seamless integration into current contact center operations:
- contextual data support
- agent desktop integration
- visual IVR and unified queuing
- integration with reporting and quality management apps
Exceptional customer experience:
- video conferencing support
- one-touch engagement with no downloads
- upgrade of phone call session to web-collaboration session
Powerful web-collaboration tools:
- text chat and file sharing
- co-browsing, with support for secure pages
- interactive app sharing with pointer
- snipping tool with annotations
Security and high availability:
- SSL support
- interaction recording (audio, video and web-collaboration)
- global availability with load-balancing and geo-clustering
|Office Facilities||US & Canada, Asia-Pacific, European Markets, Japan, Emerging markets|
|Support Model||Direct through third party or partner, Direct to customer|
|Support Coverage Hours||Standard business hours|
|TAC Support Alias|
|Version||Verified Compatible Cisco Product||Date Tested|