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

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16/7/2019

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