RichCall is not just another “browser-to-browser video chat”. It does not simply connect website visitors with video chat channel agents, though it can do it as well.
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.