Platform
RichCall is a software platform to embed live video and online collaboration tools into customer service. We combined top-notch collaboration technologies and adapted them for use in the customer service processes.
This is how RichCall is different:
Easy to use by clients
RichCall leverages WebRTC technologies to provide high quality communications supported by real-time network adjustments, without the need for plugins. All modern browsers are supported including mobile ones.
Even phone-initiated customer engagements can be escalated to video chat sessions ‘on-the-fly’.
The built-in STUN/TURN-servers allow RichCall to easily cope with NAT and firewalls.
Combined with in-house developed features such as co-browsing and snipping tool, RichCall offers your customers an unforgettable web-collaboration experience.
Flexible customization
Tons of advanced configuration options allow you to customize RichCall according to your business needs.
It is you who decides which service you will offer to your clients – Video Chat or Online Call, pure Co-Browsing tool or Visual Support with mobile camera sharing option.
Contact center-specific features*
RichCall supports all the features required by a mature contact center to adopt a new communication channel:
- contextual data – along with the incoming video call an agent will see the client details, the website page the visitor is calling from and the type of question he is calling with;
- call routing – depending on the context the call may be routed to different skill groups;
- interaction recording – RichCall sessions are recorded and are available for a supervisor for QM purposes;
- MOS (mean opinion score) indicators – an agent can see the quality of audio/video streams the client receives;
- client experience metrics – NPS, Yes/No and 5-stars are supported
* for on-premise deployments only