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:
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..
Here’s what we have initially:
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:
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:
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:
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):
For example, let’s import CVP Call Detail:
Select the file to be imported and select the CUIC folder the imported report should be saved to:
There may be an error during the import. That means you should select a Data Source for the report. Let’s fix it:
The imported report will appear in CUIC:
Now run the report and apply the required filters:
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.
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 🙂
Richcall options: video, cobrowsing, file and image sharing, text chat.
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 retailer used all the opportunities to guide customers around their products: not only via website support requests, but also via mobile calls and instore kiosks.
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:
The key ROI drivers of video collaboration within departments.
Source: the Techaisle’s whitepaper, “Video-enabled collaboration and business growth: a winning combination”.
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.
If you want to see our click-to-call video chat in action, try it live between 3am and 12pm GMT or schedule a demo, where our expert can help you define, how best to use it in your business case.
Crowne Plaza Hotel, Dubai
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.
