RichCall is not just another “browser-to-browser video chat”. It does not simply connect website visitors with video chat channel agents.
Instead, RichCall leverages your existing contact center operations, workflows and apps to:
- route and queue video chat requests,
- handle video chat interactions,
- measure customer satisfaction and agent performance.
Only by integrating closely with the contact center software can unique business benefits be obtained:
- BLENDED AGENTS – your agents receive both phone calls and video chat sessions, all distributed by the same contact center app,
- OMNI-CHANNEL COMPLIANCE – the video chat sessions are supplemented with contextual data which allows to identify the customer,
- UNIFIED TOOLS – for recording, reporting, WFM/WFO.