Video Chat and Live Support for Contact Centers

RichCall 3.7 – a maaajor release!

RichCall 3.7 is something that we worked on for more than 6 months!

Check out the main features of the new release:

1. Client UI – video on-hold configurable by admin

Admin is able to configure advertising video which plays when the client waits in a queue or the call is put on-hold.

 

2. Video kiosk edition – remote printer and scanner control

RichCall-powered videokiosks can be equipped with a printer and a scanner, fully controlled by a remote agent.

 

3. Agent UI – sending co-browsing request to a client

Agent is now able to send the co-browsing request and the client will just need to click the “Accept” button to share his browser.

 

4. Client UI – configurable pre-call survey

Configure a pre-call survey to gain useful information about the customer and the case even before a session starts.

 

5. License details available for admin

More info on the license is now available for admin.

 

6. Advanced audio settings

Admin can control the usage of various codecs depending on the PBX RichCall integrates with; the codecs supported are: OPUS, G722, G729, PCMU, PCMA.

1/11/2019

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

Cisco is shutting down its video and co-browsing app for contact centers

Hire Slow, Fire Fast 🙂

I am personally a fan of Trollope – he literally reinvented Cisco Collaboration business burying failed projects merciless and strengthening the cloud strategy. But I guess we can assume Amy Chang is also a very bold female who continues Trollope’s initiatives.

I was recently contacted by a Cisco guy asking about our video and co-browsing for UCCX and I wondered why not use Cisco Remote Mobile Expert and guess what? They shutting it down!

Cisco Remote Mobile Expert was first introduced in 2015. I believe it was built by a tiny collaboration team Assemblage acquired by Cisco in 2014. It was quite a high-tech solution (WebRTC, HTML5, co-browsing and all that stuff) integrated into Cisco Finesse desktop.

And still Chang stopped it – https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/remote-expert-mobile/eos-eol-notice-c51-741854.html

The migration option is quite controversial – existing REM customers should consider migrating to Cisco Customer Journey Platform (former BroadSoft Customer Journey Platform) but I failed to find WebRTC and co-browsing features in its datasheets.

Why?

IMHO, Cisco is good in platforms, but not always in applications. They build (or acquire) one of the best communication platforms on the market AND they support the ecosystem of solution partners which use their developer tools to build various apps on top. Examples:

REM is an app. Without any API and customization capabilities offered. But there are way too much various business cases for a web-collaboration with customer. Therefore the software should provide tons of tiny features covering the needs of all customers. Not a platform approach.

9/4/2019

Cisco UCCX post call survey – simple and free

Ok, so you need to enable post call surveys on your Cisco UCCX. There are several approaches depending on the software you currently use and your requirements to surveys.

FIRST, you need to enable an automatic call transfer to the survey app.

Hopefully you’re using Cisco UCCX 11 and higher with Cisco Finesse and in that case you can confugure the Post Call Treatment native feature of UCCX.

When enabled, it redirects the client to the pre-configured DN after the agent hangs up.

IMPORTANT: the agent must use the Finesse End button rather than his IP phone.

More info on UCCX post call treatment – https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html

In case you are still using CAD you can add a button using CDA that performs the Blind Transfer action to the required DN.

SECOND, you need to have a survey app in place.

You need some app to receive the transferred call and interview the customer. And here you have several options depending on your requirements.

If your goal is just to allow your clients rate your agents by pressing a digit on the phone (DTMF), you may use Aurus PhoneUP Call and Screen Recording software for UCCX.

It supports the Dictaphone feature which answers the incoming calls, plays the pre-recorded message (like “Please leave your feedback”) and then records the voice of the client until he disconnects. In the next version it will also record DTMF tones sent by the client.

So it’s not a post call survey app, it is a call recording software which can ALSO be used to configure a SIMPLE “voice of the customer” feature. And it doesn’t cost anything – the free PhoneUP promo bundle contains a 3-seat call recording license.

If you need your survey to have multiple questions, organized in a tree then:

1. You may create a UCCX script for your survey. This will require special UCCX programming skills, though there are several examples available like this one.

2. If you use some contact center quality management bundle from major vendors you may have this feature on-board.

3. You may google for a special app from 3-rd party vendors.

2/4/2019

Free script to upload the prompts to Cisco UCCX via REST API

A scheme of an IVR in a contact center.

This script was created to upload prompts to UCCX for work purposes.

You can download the script from GitHub.

This script can only upload files, you should convert prompt files to the required audio format previously.

The upload functionality is implemented as a shell script. It contains basic cURL, so rewriting it for Windows is quite straightforward.

How to use

Upload UCCX prompts via REST Api.

Prompts should be converted to valid audio format (8kbit mono U-law).
Keys by order:

  • -s [–ssl] validate ssl connection
  • -f [–force] force overwrite existing prompt
  • -a [–promptname] full or relative prompt file name | mandatory
  • -u [–username] uccx rest api user name | mandatory
  • -p [–password] uccx rest api user password | mandatory
  • -d [–directory] uccx prompt storage directory | mandatory

Usage example

python3 uccxpu.py -f -a testupload.wav -u uccxadmin -p uccxadminpassword -d default 10.10.10.10

Uploading is implemented as a shell script. But it should be no big deal to port it on Windows, it uses a cURL with several parameters, so if you have free time, go ahead.

This post is a translation and an extension to this post – the script was made by the author as well.

19/2/2019

We released a free WebRTC to SIP gateway with GUI

We’ve been working on this free WebRTC to SIP gateway for several months and are happy to release it into the wild.

We think it’s more valuable, than other WebRTC to SIP Gateways, because it:

  • is free,
  • has a GUI,
  • passes the customer ID and name to the contact center.

In a nutshell, this is a free version of RichCall without video. If you would like to see how RichCall works with video, schedule a demo and let one of us show you everything..

4/2/2019

Configuring Cisco Unified Intelligence Center to get CVP reports

Here’s what we have initially:

  • Cisco Unified Intelligence Center (CUIC) collects and displays reports about Cisco contact centers.
  • The data for Cisco Voice Portal (CVP) reports is stored on one of its servers, namely the CVP Reporting Server.
  • This server contains Informix databases where the statistics is stored.
  • And there are two reporting databases on this server:
    • cvp_data – contains the basic data for the reports on the performed calls, trunk and VXML application usage;
    • callback – contains the data for the reports on Courtesy Call Back.

To get CVP statistics data, you should configure both databases as Data Sources for CUIC server. Open CUIC web interface, select Data Source tab and click Create to add a new data source. On the page that appears, enter the connection parameters:

  • Name – new data source name;
  • Type – database type. Select Informix for CVP;
  • Database Host – CVP Reporting server IP address or hostname;
  • Port – 1526 (the default Informix port);
  • Database Name – CVP Reporting database name. Default: cvp_data;
  • Instance – Informix Instance name. Default: cvp;
  • Database User ID – Informix database username;
  • Password – this user’s password (configured during the CVP installation);
  • Charset – character encoding. Select UTF-8 for CVP Reporting Server.

After configuring all the parameters, click Test Connection to check the connection to the database. If the test was successful, it will show the Online status:

CUIC Web Interface

Now save the configuration. Repeat the process to configure the connection to the callback database. If everything is correct, both data sources will have the Online status:

CVP Callback

After the Data Sources are configured, import the reporting templates for CVP. They can be downloaded from the CVP server (C:\Cisco\CVP\CVP Reporting Templates):

CVP Reporting Templates Folder

For example, let’s import CVP Call Detail:

CVP Call Detail Template

Select the file to be imported and select the CUIC folder the imported report should be saved to:

CUIC Template Import

CUIC Imported Report Folder

There may be an error during the import. That means you should select a Data Source for the report. Lets fix it:

CUIC Report Data Source Error

CUIC Report Data Source Specified

The imported report will appear in CUIC:

CUIC Imported Report Data

Now run the report and apply the required filters:

CUIC Call Report Filters

A view of CUIC imported data

As you can see, integrating CUIC with CVP Reporting isn’t that complicated. Note that in earlier CVP versions the report database name may be different (Cisco documentation contains the default name cvp_db).

This article was translated from the guide on getting CVP reports in CUIC by Dmitry Benda.

14/1/2019

German contact center uses RichCall to improve support of at-home agents

11880 is an outsourced contact center, which serves small businesses

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:

  • an agent calls the support team for help with network connectivity or software settings,
  • during the call a support engineer requests a permission to use video,
  • the agent agrees and receives an SMS with a link,
  • when the agent clicks on the link, RichCall is launched in a mobile browser, which shares the smartphone camera with the support engineer.

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:

  • manufacturers and their service centers can support customers remotely with installing or repairing their equipment,
  • insurance customers can file claims faster by showing the damage to the agents via a smartphone camera,
  • field service engineers can get video-assistance from remote experts.

Write to us to discuss the use cases for RichCall in your industry.

12/12/2018

Aurus now supports CX integrators and BPO contact centers locally in India

We have partnered with a software industry professional DJ Dutta to run our operations in India to support local CX integrators and BPO contact centers, so their directors and engineers can meet with him in person to evaluate, how our video chat meets their customer experience and engagement needs.

“We are quite excited about the Indian market and committed to building our business here.” said Alexander Anoshin, CEO and founder of Aurus. “Since the very first steps in India we have enjoyed a positive feedback from the local customers and partners. The market is very open and extremely interested in modern customer engagement software, so landing in Delhi was not a tough decision.”

All the sales and service activities for India & APAC markets are now headed by DJ Dutta, a known professional in the enterprise collaboration industry, based out of Delhi.

“Indian users are always open to try out new products provided such products enhances overall performance of their organizations.” said DJ. “Key aspects they consider apart from product capabilities are long term commitment of the vendor and support infrastructure before investing in any new product. Aurus has started its India operation with the key objectives of empowering partners in research & sales and building India centric products jointly with the feedback of partners. We have received excellent initial response from some of the large customers and partners and we are confident that this response will increase manifold once they use Aurus products more & more.”

Aurus sales model is totally based on a network of qualified partners, so the primary goals of the dedicated entity in India are to extend the partner network, support them in research and sales and deliver value-added apps to contact center agents and end users.

You’re welcome to contact Aurus-India and DJ at +91 98101 70552.

7/11/2018
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