Aurus LLC updated RichCall, a video-enabled remote expert software, which empowers customer support with co-browsing and file sharing. The new release doesn’t require a contact center, so it is much easier to start with.
NOVOSIBIRSK, RUSSIA, March 06, 2018 /24-7PressRelease/ — As various studies say, customers are growing to expect greater customer experience, so companies strive to match the expectations by helping their customers faster, preferably on their first interaction. To achieve that, they use various support and self-service software, such as text chats, chatbots, etc.
RichCall goes beyond those solutions and empowers support specialists with video, co-browsing and file sharing to collaborate with customers effectively by seeing their complicated issue clearly and showing them how to solve it quickly, as if helping them in person.
Even small businesses without a contact center can wield the power of visual support with the simplest installation, because it connects the customers directly with the dedicated video agents.
If a company already uses a live text chat on their website, it can embed RichCall into the chat to empower their support or sales staff with phone calls from their site, video collaboration with co-browsing and file-sharing.
Larger companies can pilot the new version quickly and effortlessly. If they decide to go with it and need to provide their support or sales agents with the contextual information about their customers, then they need to use the full cloud or on-premise version and integrate it with their contact center. This unlocks RichCall’s true omnichannel potential, enabling the companies to use:
– the same routing rules they use for their phone calls
– the same handsets and agents they use for other channels
– call queuing with other phone calls
– unified recording
– unified reporting.
Some businesses and enterprises have already successfully implemented RichCall in contact centers based on Cisco, Genesys, Asterisk, FreeSwitch, NODA and other solutions.
Innovative Customer Support or Contact Center Directors can see how great RichCall works by trying it live on the product site or install it on their own within a day after getting in touch with the team.
Aurus, https://aurus5.com, has been making communications software that work on top of Cisco products from 2009 and have tons of experience there. Empowered with extensive customer and market knowledge, they make great UC software for contact centers on their own and for their clients.
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