Thanks to a local partner SoftBCom Berlin GmbH, a German professional contact center 11880 Solutions AG has successfully deployed RichCall, a remote video support solution. The new tool allows 11880’s engineers to use live video when supporting the software used by remote agents. With RichCall an engineer sees the problem with his own eyes and solves it faster.
This is how it works:
Now the engineer can see the desktop screen through the agent’s mobile camera, understand the context of the issue better and therefore resolve it faster.
Thanks to WebRTC technologies RichCall supports most of mobile devices and users don’t need to install additional software. The whole interaction is encrypted and the data is stored on the on-premise company servers, so it is completely secure.
At the moment 11880 uses RichCall internally, but they also consider to offer video-assistance to their business customers as an optional feature, for example:
Write to us to discuss the use cases for RichCall in your industry.
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