Live Video Assistance with Co-Browsing for Cisco UCCX/UCCE
High-end customer experience with live video assistance option
Richcall empowers contact center agents with:
One-way or Dual Video – Communicate with a real person: the client can see the agent but not the other way around, by default. Use of dual video is optional.
Text Chat – For sending text, photos, and documents.
Co-browsing – Enable the agent and the customer to collaborate on your website with one another.
Application Sharing – Browse the web together, share documents, and any other desktop applications.
“Pointer” Feature – An agent can view a client’s application in real time, monitoring each of the client’s actions, drawing attention to specific elements on the application interface with a blinking yellow arrow.
Snap Shot with Annotation – Agents can take snapshots and make pen/marker annotations to easily identity items of interest.
Developed by a registered Cisco Solution Partner, RichCall is available on the Cisco Marketplace
Easily integrate with Cisco UCCX/UCCE contact center software
RichCall seamlessly integrates with Cisco Unified Contact Center Express and Cisco Unified Contact Center Enterprise platforms:
RichCall properly places a customer’s video call in the queue, based on the selected subject or the webpage from which the call was made, bypassing IVR
Integrate seamlessly with Cisco Finesse and Cisco Agent Desktop (CAD), including the single sign-on feature.
Use the same contact center routing rules for video as a regular phone call.
HRC and Unified IC reporting – All video calls are documented in Cisco Unified CCX Historical Reports and Cisco Unified Intelligence Center reporting applications.
Interaction Recording – The audio is recorded by your existing call recording software, and video and web-collaboration actions are logged.