This is how it works:
- an agent calls the support team for help with network connectivity or software settings,
- during the call a support engineer requests a permission to use video,
- the agent agrees and receives an SMS with a link,
- when the agent clicks on the link, RichCall is launched in a mobile browser, which shares the smartphone camera with the support engineer.
Now the engineer can see the desktop screen through the agent’s mobile camera, understand the context of the issue better and therefore resolve it faster.
Thanks to WebRTC technologies RichCall supports most of mobile devices and users don’t need to install additional software. The whole interaction is encrypted and the data is stored on the on-premise company servers, so it is completely secure.
At the moment 11880 uses RichCall internally, but they also consider to offer video-assistance to their business customers as an optional feature.