IMPROVES THE COLLABORATION WITH CUSTOMERS

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1 IMPROVES THE COLLABORATION WITH CUSTOMERS Real-time communication between the browser and Skype for Business. LUWARE.COM

2 INTRODUCTION RTC LAUNCHER IN DETAIL RTC Launcher provides your customers with an easy-to-use, clearly arranged and comprehensive feature for contacting you through your homepage. Your customers may choose the type of contact, e.g. chat, VoIP or video conference, in a browser window and are routed directly to the requested service. RTC Launcher unites the benefi ts of Microsoft Unifi ed Communications and WebRTC (Web Real-Time Communication) as part of HTML5. Open technologies and UC platforms allow RTC Launcher to be integrated into a Skype for Business (SfB) environment. This way, all of your customer s needs for seamless real-time communication can be met. By integrating RTC Launcher with the existing Microsoft UC work environment companies are also able to make better use of their investments and improve the utilization rates.

3 FEATURES WHAT IS RTC LAUNCHER CAPABLE OF? Simple and quick communications between customers and staff members Simple use and implementation of RTC Launcher Plugin-less communication for your customers After the customer has logged on to your homepage, automatic routing to the correct contact person, including CRM/WFM data integration (optionally) Adding video communication or desktop sharing improves the customer satisfaction rate, leading to quicker results Avoidance of long IVR procedures Integration of opening hours via Outlook in connection with Team Manager or LUCS Real-time reporting and reporting history in connection with Team Manager or LUCS Native integration with Skype for Business Interactive conversation/voice response queries route the customers directly to the desired service Average processing times can be reduced, as your customers are being prequalified through web pages or App login, thus being routed to an adequate agent from the very start Changes of media can be avoided with RTC Launcher. Thanks to the integration on your web page, your customers can establish chat, voice or video connections through a simple click and change between these channels, if required, without having to access other devices

4 INTEGRATION CONNECTION TO LUCS OR TEAMMANAGER BY LUWARE Luware has adapted the portfolio to the latest standards. By integrating RTC Launcher with your Internet presence, you set yourself apart from your competitors and improve the customer service experience. Your customers do not have to install any additional software or dial any telephone numbers to communicate with you. All you have to do is provide a server, e.g. your web server, on which RTC Launcher can be installed. RTC Launcher uses the routing feature of the LUCS or TeamManager infrastructure and establishes a connection to the agent s Skype for Business client. This way, you are more fl exible when assigning customer service representatives.

5 RTC Launcher simplifies internal and external real-time communication quick and simple communication between your staff and your customers, suppliers or partners. OVERVIEW WHAT IS RTC LAUNCHER CAPABLE OF? RTC Launcher routes all chat, voice or video requests being initiated from the customer s browser directly to the customer service representative s Skype for Business client. The conversation may be routed either to a person, a team (when using TeamManager) or a service (when using LUCS). Multichannel escalations can be handled without change of media at the terminal. This puts customer service representatives in a position, in which they can switch from chat to voice or video or even co-browsing without having to leave their Skype for Business client. Your complete customer service is integrated into your web page interface. Browsers currently supported are: Microsoft Edge, Microsoft Internet Explorer, Google Chrome, Firefox, Opera.

6 WE ARE LUWARE Luware is a leading provider of customized service platforms based on Microsoft Unified Communications (UC) technologies. The portfolio includes solutions for contact centers, team-acd or single-user workstations for the following channels: Chat, Voice, Video, Mail, Social Media and Co-Browsing. Thanks to latest technologies such as WebRTC, CRM integrations, recording solutions and other add-ons, Luware offers the full range of all additional functions for Skype for Business and Lync. The experience and expertise include business processes in customer service, Microsoft UC technology, product development, project management and software engineering. Our products impress with Swiss quality, are extensive in possibilities and are simple and intuitive in use. Luware AG Hardturmstrasse Zurich Switzerland Phone: Mail: solutions@luware.com