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 |
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.
