Integration with web applications and contact centers

You can adjust Richcall to how your clients use your product or service by integrating it seamlessly into your website, video kiosk or native mobile app. You can also choose the mode that matches your business processes with dedicated video chat agents or with blended agents.

Client UI integration

You can use the RichCall web application and:

  • integrate it into your site as a widget when a client needs to work with the site, while talking to an agent
  • or open it in a new browser window to provide a client with more space for collaboration with an agent.

Additionally, you can seamlessly embed Richcall in your case-specific client interfaces in:

“Dedicated agents” mode

If your business case suggests agents dedicated to the video chat channel, you can use the “standalone” RichCall mode. This mode doesn’t need any IP PBX and contact center software. The RichCall server will route incoming video chat requests to the “ready” agents using the “Call All” or “Longest Idle” strategy and your agents will use the Richall Agent app to speak to your clients and collaborate to help them or show them your products.

“Blended agents” mode and integration with contact center platform

If you’re using an IP contact center software or a cloud contact center, consider the “blended” RichCall mode for you agents to handle both voice calls and video chat interactions.

In that case, you can integrate RichCall with your contact center software, which will distribute video chat sessions among available agents using skill groups and routing rules that you use for your phone calls.

This is the preferred method, because it provides:

  • unified routing and queues,
  • unified skill groups,
  • unified reporting and recording tools.

Our clients have already integrated RichCall with the following contact center software:

and contact centers based on Asterisk, FreeSwitch or similar PBX systems.

Learn more about how Richcall works or talk to our integration expert about your business case and learn how to use it in your company most efficiently.


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