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Omnichannel video chat

Seamless integration with contact center software and IP PBX

RichCall is not a “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.

Learn more about how RichCall works

WebRTC powered video chat for contact centers

Web-collaboration powered by WebRTC and in-house expertise

RichCall leverages WebRTC technologies to provide high quality communications supported by real-time network adjustments, without the need for plugins.

The built-in STUN/TURN-servers allow RichCall to easily cope with NAT and firewalls.

Combined with in-house developed features such as video-conferencing, interaction recording and content-sharing (co-browsing, text chat, app sharing, snipping tool and more), RichCall offers your customers an unforgettable web-collaboration experience.

With RichCall, your customers can interact with you:

Even phone-initiated customer engagements can be escalated to video chat sessions ‘on-the-fly’.

Download the RichCall datasheet

RichCall video chat feature list

Features at-a-glance

Options to start a RichCall session:

  • click-to-call and click-to-video on a website
  • phone call escalation (code-based)
  • unique link for a direct call to an agent

 

Client UI modes:

  • widget embedded into a website
  • enlarged UI on a separate page
  • web UI for mobile devices
  • UI for video kiosks
  • UI embedded into self-service kiosk

 

Application Server and Media Engine:

  • WebRTC standards-based
  • HTTP-to-SIP signaling conversion
  • Audio and video transcoding
  • STUN/TURN support

Powerful web-collaboration tools:

  • 2-way voice
  • 1- or 2-way video
  • application sharing
  • co-browsing
  • cursor spotlight
  • masking sensitive data
  • document push
  • image push with annotation
  • sharing mobile camera
  • multiple cameras support

 

Deployment:

  • on-premise or cloud
  • optional integration with any SIP PBX

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