If you do not use a contact center software and IP PBX your choice would be 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.
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.