1. Unified Context
Each customer request for live assistance is supplemented with contextual data, before reaching the contact center. This data may include:
- customer ID or phone number
- the webpage the request is initiated from
- the category of question (as selected by the customer)
- the location of the videokiosk the video chat is requested from
2. Unified Routing
Once the video chat request reaches the contact center, it gets routed to one of a number of pre-configured agent skill groups. RichCall uses the groups defined in your contact center software, so there’s no need to create them yourself.
The skill group the video chat is routed to depends on the context of the request, for example:
- the group may be determined by the category of question, as selected by the client
- the video chat session may be routed directly to the agent who spoke to the customer by phone a few moments earlier
3. Unified Queuing
After the agent skill group is defined, the video chat is placed in a queue alongside all the other incoming phone calls.
4. Unified Agent Tools
As soon as an agent becomes available, RichCall uses all the existing agent tools to start the encrypted interaction:
- the customer’s audio is played through the agent’s headset (just like any other phone call),
- the CRM connector extracts the customer ID or phone number from the contextual data, in order to populate the information displayed on the agent’s terminal
- the “agent desktop” software opens the RichCall agent’s interface, which provides video and web-collaboration features (co-browsing, text chat, app sharing, snipping tool and more).
5. Unified Recording
Voice, video and all the content shared by both parties are recorded during the interaction and available for later playback.
6. Unified Reporting
The info about all RichCall interactions is stored in the database of the reporting tool you use in your contact center.