Cisco Remote Expert Mobile replacement option

As Cisco announced the end-of-sale for Cisco Remote Expert Mobile lots of our partners implementing UCCX/UCCE projects asked us to provide an equivalent replacement for Cisco Remote Expert Mobile/Remote Expert Cobrowse.

So here is the Cisco REM and RichCall for Cisco feature comparison matrix.

Feature Cisco REM RichCall for Cisco
Collaboration Features
2-way voice (click-to-call for website) yes yes
1- or 2-way video yes yes
application sharing yes yes
co-browsing yes yes
remote control of co-browsing yes no, read only co-browsing
annotation yes no
cursor spotlight yes yes
masking sensitive data yes yes
document push yes yes
pictures push with annotation no yes
Application Server and Media Engine
WebRTC standards-based video for supported browsers yes yes
HTTP-to-SIP signaling conversion yes yes
HTTP secure socket through firewall and reverse proxy yes yes
Residing at the network edge (DMZ) yes yes
Video transcoding includes VP8 to and from H.264 yes yes
Audio transcoding includes Opus HD to G.711 and G.711 to G.729 yes yes
STUN/TURN support yes yes
Integration with Cisco Collaboration and Contact Center components
Cisco UCCX/UCCE/PCCE/HCS-CC yes yes
Gadget for Cisco Finesse yes yes
Deployment with Cisco UCM only yes yes
Use cases supported
Click-to-collaborate for website yes yes
Escalate phone call to a collaboration session no yes
Remote mobile camera sharing no yes
Video kiosks no yes
Misc
Deployment model on-prem only cloud and on-premise
SDK’s yes no, to be developed
Multitenancy for BPO and hosted contact centers yes yes
16/7/2019

House Construction Savings Bank of Kazakhstan provides the feedback on videochat channel

For almost 1 year the “House Construction Savings Bank of Kazakhstan» partners with Aurus to offer visual support service to its clients.

The first major use case for video chat is sales interactions with customers. Each page of the Bank’s website has a “Video call” button embedded, which establishes a video-enabled collaborative session with a contact center agent just in one click.

Of course it affects sales and customer loyalty” – says Erlan Abdykayev, the Director of Project Manegment Dept, – “First, a client doesn’t need to look for the contact details, dial the number and interact with IVR. Second, the co-browsing feature allows us to show how to work with Internet banking software and reduce the time to resolve“.

The video support button is also embedded into Internet-banking web applications. The co-browsing feature allows the client to share his webpage with the agent and get a visual assistance on how to complete the transaction. This tool significantly reduces the time needed to support existing users.

Erlan Abdykayev – “We already process several hundreds of videochat interactions daily and we’re going to use this channel in other customer service scenarios. For example we’re going to use identity verification video calls to allow our NEW customers to purchase online without even meeting the bank representative“.

About the Bank
“House Construction Savings Bank of Kazakhstan” JSC is the only bank in the country implementing housing construction savings system. HCS system is intended for improvement of housing conditions of people through attracting funds of depositors to housing construction deposits and granting them with housing loans.

3/7/2019