Web based click-to-call button v3.0

Transcription

1 Web based click-to-call button v3.0

2 ABOUT US Founded in 2006 as a VoIP system integrator. No VCs, privately held Addressing the software service provider market. HQ in Spain, worldwide sales through partners. Small size (~25 engineers). Named by Frost & Sullivan as Emerging company to watch in 2014.

3 What is Sippo Click to Call? Connect your website customers to your agents, RIGHT FROM THE BROWSER!!! 1 No installation, plugins or extensions! 2 Works in any device PCs, smartphones, etc 3 No more costly toll-free numbers or call-backs 4 HD video & audio + chat and file transfer 5 Easy to integrate with the call center platform

4 Key features Audio & video Inbound Outbound Live chat Contextual info File transfer Analytics & stats Screen sharing Call routing Co-browsing Browser detection

5 What s new in 3.0 release Dialpad to navigate through IVRs Captcha protection integration Camara selector on customer side

6 INTERCONNECTION WITH CONTACT CENTERS

7 How does it work? 1 Customer visiting a site clicks on "Contact" button, enabled by Sippo Click to Call. 2 Call is transferred to contact center and an agent is assigned (by WAC or pre-existing ACD) 3 Agents can use their legacy solution or move to web add video, chat, etc.

8 Integration with call center platforms The agents can answer the voice call using the existing platform. WebRTC call is adapted to SIP and the ACD routes the voice call to an available agent. Agents can answer calls of other services, WebRTC-based calls are not more than a new channel. No dedicated agents for WebRTC ACD, route policies, statistics and KPI are preserved!! Reduced cost, no adaptation problems. While keeping the voice call via the legacy platform, video and collaboration (screen sharing, etc) can be routed from browser to browser, adding multimedia capabilities to agents really fast.

9 Integration with call center platforms

10 EASY TO INTEGRATE AND MANAGE

11 Configuration - As easy as 1-2-3! Each Click-To-Call instance can be configured in many different ways according to the use case, combining the +20 parameters listed on a very easy-to-understand Javascript configuration file. The table below shows the mandatory ones. Parameter Type Description Example: callee String Destination of the call (for example, a specific agent, a queue, etc..) <script> var options = { caller url String String The user that generates the call, that can be an authenticated or a guest user WAC IP address and port caller: 100@demo.quobis.com, password: 1234, callee: queue@demo.quobis.com, url: ' audio Boolean True when audio capabilities are available video Boolean True when audio capabilities are available }; $("#webphone").click2call(options); </script>

12 Configuration - Optional parameters Other optional parameters allow to tune the capabilities of the services without any additional coding. Some examples below of the configuration of the chat services: Parameter Description enable True if the chat service is enable fallbackcallee An alternative destination to the global callee that is used in case of a fallback target ID of the DIV element where the chat will be embedded firstmessage If different from, this text will be shown to the user as a Welcome message onlyduringcalls Indicates whether the chat should appear only during an active call, not before it starts decoupleimage DIV element s ID where images will be embedded. decoupleyoutube DIV element s ID where Youtube videos will be embedded. decouplepdf DIV element s ID where PDF files will be embedded. minheight Minimum height of the chat s messages area. Default is 250px maxheight Maximum height of the chat s messages area. Default is 350px forkingmessage If different from, this text will be shown to the user as a Welcome message

13 Management - Sippo Admin Sippo has a web interface for user management, campaign management, agent management, reporting and troubleshooting. All the information available in the Sippo Admin interface is also available through the Sippo Service API (S-API)

14 Management - Sippo Admin Examples of the creation of a campaign and a user feedback form associated to that specific campaign

15 OTHER FEATURES

16 User Management The WAC manages everything around the users, depending on the ID, contextual information and predefined user policies, media capacities and roles, helping the browser to download the WebRTC application adapted to it. The following parameters for user management may be configured via the Service API and different Sippo connectors: User provisioning (add/remove/change) User profiles (name, avatar, , etc) User groups, organizations and roles (admin, user, anonymous,...) User privileges User media capacities Service enablement NOTE that the WAC can also work as a Network Address Book or can manage the interconnect with a 3rd party NAB to host the user contact list.

17 Authentication The WAC supports different authentication methods, from its own identity manager to federation with existing customer assets and third party entities. The WAC validates a token with the gateway to allow the session.

18 Security As a host of WebRTC applications, provides security mechanisms to avoid traditional VoIP attacks and pure web and WebRTC threads: Malicious webserver? websocket http Fraud Illegal control DoS attacks Cross-origin managements Websocket poisoning etc. Learn more downloading the whitepaper WEBRTC SECURITY CONCERNS Malicious Script Malicious Script Malicious Script

19 Troubleshooting and traceability The WAC stores information about the accesses to the web applications and, via WAPI, all the actions made with the WebRTC applications by the end users (calls and CDRs, Instant messages and file shares, configuration changes and activity detection). In addition any interaction using the Service API and Sippo connectors is stored This is being used for: Traceability: check all the actions made by an user for legal compliance Troubleshooting: help IT to identify the causes of a lower quality in some calls and other problems related to the service

20 Statistics The WAC collects information from the web accesses, usage of the applications, call detail records, contextual information and interconnection to existing assets for AAA. This information is accessible through the Service API. This information (and also the one related with the performance of the system) is also public for the administrators, through the dashboard web interface that is enabled for administration.

21 Scalability and availability The WAC is ready to support HA and load balancing. WAC makes clients to balance gateways, avoiding the need of a load balancer.

22 EXAMPLE OF A REAL IMPLEMENTATION

23 Customer on-boarding Scenario New customers visiting the website of the bank can open a bank account with need to go physically to a branch, using a videoconferencing. Solution WebRTC is the best technology for webconferencing with an agent as the customer is only using this service once (so, he doesn t need to install anything)

24 Customer on-boarding Depending on national regulation different ways to be sure of the identity may be used like: Photo of the passport or national ID card to help agent to compare the photo with the face in the videoconference Use biometrics for face recognition ID recognition via OCR and validation to avoid fraud (fake passports) Compare digital signature with the one in the ID card Add any other authentication mechanisms (questions, passwords, digital certificates, etc)

25 Customer on-boarding Result The call is being recorded including personal data exchanged, pictures of the ID card and video records approving the conditions of the banks.

26 OTHER EXAMPLES OF USE CASES

27 Use case: add video to legacy contact center Scenario Solution Benefit Legacy contact centers only support audio calls. Customers are willing to use new channels like video, chat, etc. Using Video and Live Chat, agents & customers can improve. Better customer experience and reduce time attendance. Web Visitor Agent Agent Contact Center

28 Use case: consolidate toll-free numbers Scenario Solution Benefit Multinational company with local toll-free numbers for customer support. Using Sippo Click to Call, buttons can be inserted in the company/provider profile, with the possibility to hide A or B number, and potentially forcing the company to pay for call. Better customer experience and savings in roaming & toll charges. Web Visitor Agents Agent Contact Center EMEA Agents Agent Contact Center ASIA

29 Use case: yellow pages sites Scenario Solution Benefit Online directories, yellow pages sites and portal to buy/sell goods are places that joins tons of providers with end customer. Today they are promoting the usage of PSTN to ask about deliveries, company information, etc. Using Sippo Click to Call, buttons can be inserted in the company/provider profile, with the possibility to hide A or B number, and potentially forcing the company to pay for call. Better customer experience and new revenue streams for service provider. Web Visitor Agents Agent Company announcing at yellow pages

30 Use case: reduce call length Scenario Solution Benefit Utility company which needs to reduce average call length. Using Screen Sharing, customers can see a invoice live while the agent explains all the details, right from the browser. Better customer experience and savings in agent s time. Web Visitor Agents Agent Contact Center

31 Use case: ecommerce live assistance Scenario Solution Benefit ecommerce site which need to boosts online sales. Using Cobrowsing, agents & customers can navigate together through the website. Better customer experience and increased conversion rate. Web Visitor Agents Agent Contact Center

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