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.
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.
Web Real-time Communications (WebRTC) is an open source project created by Google to enable peer-to-peer communication in web browsers and mobile applications through application programming interfaces. It empowers real-time audio, video, and data transfers without the need for plugins or native app installations. With WebRTC, you can make high-quality, real-time communications applications in Chrome, Firefox, Opera, Android, and natively on iOS and Android.
WebRTC was released in 2011, and since then has become more and more prevalent in the real-time communications space. Facebook, Google, Amazon, and many other companies use WebRTC to provide fast, reliable real-time communications.
Why do you Need Real-time Analytics?
Real-time communications is a difficult feature and service to provide. Users expect and require reliable, effective communication in their day-to-day lives. Even more than that, dependable real-time communications are crucial for businesses, especially ones with remote workers.
It is crucial that real-time systems are sufficiently fast and predictably share resources. This extends to real-time communications – it is very important that events and messages happen in real time. This leaves little room for error, especially in the moment. Thus, the need for real-time analytics.
What is WebRTC getStats?
WebRTC traffic is transported over the IP network, which is susceptible to network congestion. This can increase latency and packet loss, since routers may need to drop packets to mitigate congestion. Losing packets can result in poor video and audio quality, which may lower the user experience. To ensure the highest possible quality, WebRTC includes a real-time statistics API: WebRTC getStats.
The real-time statistics API is accessible though the webrtc-internals page directly in the browser, or by using the getStats() API call.
What Does the getStats() API Include?
The getStats() API is structured into four separate components.
The Importance of End-to-end Monitoring
At callstats.io, we gather metrics from real-time communications at the endpoints and middleboxes. By collecting data at multiple points, we are able to get a comprehensive picture of the path, and can diagnose the exact origin of the problem.
We look to measure both the network performance of the path between each pair of WebRTC devices and the media performance at each WebRTC device. This covers a slew of metrics related to the playback and rendering of the media streams to give a comprehensive picture. Metrics are aggregated independently for each connection, participant, and conference.
Get Started with WebRTC Monitoring
getStats contains powerful meetrics that can be used in any WebRTC service. To reap the full benefits of the metrics and collect fine-grained time series of a conference requires a significant amount of resources to collect the data, organize the data, and run diagnostics. There are many metrics to monitor, so if you want to roll your own solution, it’s best to start small and choose a few key metrics. Get started today!
Allie Mellen is the technical content marketer for callstats.io, a software-as-a-service company that provides products that measure and manage the performance of real-time media communication.
FinancesOnline had recently reviewed RichCall and found it amazing enough to give it a Great CX and Rising Star awards:
FinancesOnline is one of the leading websites that provides expert analysis on B2B software solutions. Aside from reviewing software solutions and providing detailed software comparisons, they also have informative articles to help users fully understand a certain niche, such as the best live chat software. And we’re proud to be commended in their article about what is live chat software.
Also, reminding you, that if you use RichCall and publish a review, you’ll get a 6 month license for free – and you’ll get more, if you publish a case study of how RichCall helped your customers.
We have recently created a guide for business leaders to learn how to create value with AI in their contact centers.
If you have read about AI elsewhere and you are wondering, what it will bring to contact centers and your contact center specifically, then you should read the guide to
to create and use break-through AI projects in your contact center.
You’ll likely need to build a team of AI enthusiasts to use AI, so share the guide with your coworkers as well 🙂
An engaging video chat with co-browsing, RichCall, has been added to ZenDesk today.
We are happy to have RichCall in the ZenDesk marketplace, because we share the appreciation for great customer experience. What’s more important, is that customers expect exceptional service 24/7, while companies need to exert more effort to deliver it and stay within reasonable budgets.
This is where video chat comes in, because it provides a relatively cheap way to engage with customers and help them faster, earning their trust and loyalty.
ZenDesk says that:
Forrester’s brief tells us about an UK footwear retailer, who used video chat and:
Co-browsing may be the most important aspect of customer support use cases where agents can guide customers through a website.
“Brief: Now You See Me — Video Chat Improves The Customer Experience”, Forrester, 2016.
The brief also mentions a bank, who installed video desks in their branches, so their customers could create and manage accounts faster.
Our team has been developing RichCall, based on feedback from contact center owners, for a few years now and have made it into a convenient support application. Agents can use it to see the problem with the eyes of the customer thanks to co-browsing and help customers easier. They also can use text chat and file sharing to quickly exchange the data that helps to resolve the issue faster.
If you use ZenDesk, you definitely should use a video chat for support and you can install and use RichCall for free right now.
Collaboration for employees has long been the driver of ROI for innovative companies. Companies started using video collaboration to increase that ROI, and they can grow it even larger by using it with customers as well.
Companies use video in collaboration, because it helps them:
Essentially, face-to-face (F2F) video allows high-growth companies innovate quickly.
Also, using video in meetings help companies get the following benefits:
Interestingly, the reasons late adopters seek video collaboration is because they want to catch up with the market leaders in terms of decision making and innovation speed. This might explain the discrepancy in new technology adoption I wrote about earlier.
The Techaisle research on video collaboration (PDF) found that SMBs can companies can achieve higher ROI, when employees use video collaboration not only with their coworkers, but also with their customers:
Turns out, video collaboration also helps customers in the same way it helps coworkers by:
The Techaisle’s research ends with 2 conclusions:
and an inspirational quote:
Pursue the outcomes associated with high-growth, highly innovative businesses. Don’t settle for the outcomes, objectives and technologies targeted by low-growth firms. If collaboration is important to business success – and the data presented here clearly shows that it is – it’s important to align collaboration strategy, activities and investments with the best case outcomes of high levels of business growth and innovation.
In 2015 Gartner predicted that by 2018 100 of 500 largest companies would’ve used video chat.
“Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner.
Since customers are becoming more and more familiar with video chat themselves, companies should probably provide this channel to their customers.
While a 2011 Forrester study said that:
whole 36% of customers said they’d have liked to use live video to talk with a contact center agent.
If you choose to follow Techaisle’s advice to start using employee and customer collaboration now, then it might be a good idea to look for a customer-facing video chat right now.
Today’s flourishing businesses in Dubai need to meet challenges to provide better customer experience to earn and keep more customers.
On April 24th a conference for contact center and CX professionals starts to help them find solutions to fulfil their desire to improve CX and vendors to help them do it.
That’s why RichCall CEO is going to Dubai to showcase the video chat software designed specifically for the contact center industry. RichCall provides effective collaboration tools, such as co-browsing and document sharing, which can drastically improve experience for customers, who prefer agent-assisted contact center channels to solve their problems or get the detailed information about sophisticated products.
Middle East & North Africa is an important region for RichCall, because improving customer experience for businesses worldwide aligns with company’s mission and the company already has strong partnerships in the area. For example, the company has delivered its solutions to dozens of clients, including the Emirates Foundation, UAE and the King Abdul Aziz Foundation in Riyadh, Saudi Arabia. Our integration partners in UAE can help local businesses deploy the innovative solution rapidly.
Come and meet RichCall CEO Alexander Anoshin to see RichCall live and discuss how this solution can help you at MECC & CX ‘18 on April 24 & 25 at the Jumeirah Ballroom pre-function area on the 2nd floor of the Crowne Plaza hotel, Sheikh Zayed road.
Back in September we’ve combined the trends in contact centers for 2017.
We also ran a survey about which channels and approaches the companies are using, and which ones they are going to use – here are the results from the 28 responses we got.
Which services companies are planning to use, including personality based routing.
The charts show a pretty positive trends of planning to adopt several newer technologies.
Here’s a figure from the 2016 Global Contact Centre Benchmarking Report that shows then-current and planned services in contact centers:
It also predicts 9 channels in most contact centers by 2017.
And yet the Dimension Data’s 2017 CX Benchmarking report says that:
“Omnichannel solutions that integrate enterprise systems and connect customer journeys is the top technology trend for 2017, but nearly seven in 10 organisations currently have none, or very few, channels connected.”
Could it be, because it takes companies time to
For example, when it comes to AI, Bridget Botelho warns specialists that companies have only begun to use AI and few companies have the data to do it well. Not to mention, they need to sift through products that offer the minimal usage of AI, rather than employ its full potential of data analysis, recommendations and prediction.
“Analysts say it’s important for companies to learn about AI technologies now — and to implement them where they make sense — because this stuff is complicated, and if you snooze on this one, you really will lose.”
Also, a recent research by ICMI says that:
“There is a major competitive advantage to adopting these new technologies and more than half of the consumers surveyed, 58 percent, own at least one connected device, while only 36 percent of contact centers currently support connected technologies. This lack of adoption parallels other facets of future technologies as 65 percent of contact centers remain reluctant to utilize Artificial Intelligence (AI).”
This is supported by MIT Sloan Management Review’s survey of 3000 executives:
Almost 85% believe AI will allow their companies to obtain or sustain a competitive advantage. But only about one in five companies has incorporated AI in some offerings or processes. Only one in 20 companies has extensively incorporated AI in offerings or processes. Less than 39% of all companies have an AI strategy in place.
Then there’s the time to connect all the interested parties, as Lori Bocklund describes that a solid contact center implementation takes 6 months and requires time commitment not only before, but after the integration is complete.
Geoffrey Moore notes that it’s far easier to get started with a new technology thanks to the cloud and how quick it is to test there, while citing security and reliability as the reasons that can prevent adoption.
TomTom Telematics did a study of 400 UK businesses with 5+ employees, and the biggest barriers to technology adoption were:
Finally, the Dimension Data’s 2017 Global CX Benchmarking Report tells us that:
“CX and customer demand for digital are the top considerations for driving digital channel strategies. Yet digital uptake levels are behind forecast. They are slowed by solution functionality that’s not meeting customer needs and poor marketing of the solution existence.”
“Technology was voted as the number one enabler to positively transform CX services in the last five years. Yet, over a quarter of organisations say that their technology systems are failing to meet their current needs.”
Then there is a multitude of cloud software pricing models, which must somehow fit into the multi-year IT budgets.
So, it seems there are at least several dimensions, which slow down tech implementation:
What do you think are the major obstacles that delay new technology adoption?
Luckily, there’s something you can do, if you want to start using new tech in your company sooner.
Dimension Data in their 2017 CX Benchmarking report recommend that you:
“Ensure that your data is founded on consistent, but open principles, and most of all, if it’s used well, it will translate to performance supremacy”
“Thinking of CX technology as a connected element in a holistic enterprise IT ecosystem and overcoming traditional work splits between business and IT adopting new concepts as swarming, will be key for success.”
A fresh Forrester research by J. P. Gownder et al. about the introduction of robots suggests that company leaders need to consider how their employees will use the technology to:
But when it comes to choosing the technology to solve the above problems, CIOs need to ask themselves:
When it comes to robotics, employees will need to acquire new knowledge how to work with them, which, I think, translates to any other new technology – companies need to train their employees to:
For example, German manufacturing companies, who are actually ahead of the US companies in adopting a broad set of new technologies called Industry 4.0, have figured it out. They realize that employees are the greatest hurdle towards technology adoption and, thanks to strict labor regulations, prefer to train them inhouse.
Also, Jeanne Bliss writes that
“One of the most important things you can do early on is tie customer work to CFO-level work; in other words, prove how customer experience is going to make stakeholders more money. That’s what a lot of companies care the most about.”
Which, if tied to the following 8×8 infographic, might work, because approx. 51% of senior management in the government don’t see the value of new technologies and only 21% invest enough money in it, 82% of responders say that new tech delivers value.
As an example of companies drastically improving technology to make CX better, Talkdesk allows companies to switch contact centers with little downtime.
Also, we have recently made Richcall not to require a contact center, so small companies can plug it in from the cloud or larger companies can pilot it much faster and easier, than usual.
What is the first thing that you’d recommend to companies, who would prefer to be early adopters, rather than late ones?
Our CEO, Alexander Anoshin, is going to Berlin on February 25 to CCW2018, the largest European contact center conference, because the CCW executives picked Richcall to exhibit at the FutureCamp area with the most innovative contact center startups from all over the world.
If you plan to visit CCW2018, please stop by at hall 2, stand D30/E27, to say “Hi” and to see how awesome Richcall is in person.