Web based click-to-call button v3.0 ABOUT US Founded in 2006 as a - - PowerPoint PPT Presentation
Web based click-to-call button v3.0 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).
Web based click-to-call button
v3.0
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.
No installation, plugins or extensions ! Works in any device PCs, smartphones, etc No more costly toll-free numbers or call-backs HD video & audio + chat and file transfer Easy to integrate with the call center platform
What is Sippo Click to Call ?
Connect your website customers to your agents, RIGHT FROM THE BROWSER!!!
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Audio & video
Key features
Live chat File transfer Screen sharing Co-browsing Inbound Outbound Contextual info Analytics & stats Call routing Browser detection
What’s new in 3.0 release
Dialpad to navigate through IVRs Captcha protection integration Camara selector on customer side
How does it work?
Customer visiting a site clicks
by Sippo Click to Call. Call is transferred to contact center and an agent is assigned (by WAC or pre-existing ACD)
Agents can use their legacy solution
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.
calls are not more than a new channel. No dedicated agents for WebRTC
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.
Integration with call center platforms
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 callee String Destination of the call (for example, a specific agent, a queue, etc..) caller String The user that generates the call, that can be an authenticated or a guest user url String WAC IP address and port audio Boolean True when audio capabilities are available video Boolean True when audio capabilities are available
Example:
<script> var options = { caller: 100@demo.quobis.com, password: 1234, callee: queue@demo.quobis.com , url: 'https://wac-ip:8001', }; $("#webphone").click2call(options); </script>
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
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
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)
Management - Sippo Admin
Examples of the creation of a campaign and a user feedback form associated to that specific campaign
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:
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.
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.
As a host of WebRTC applications, provides security mechanisms to avoid traditional VoIP attacks and pure web and WebRTC threads:
managements
Malicious webserver websocket http
Malicious Script
Learn more downloading the whitepaper “WEBRTC SECURITY CONCERNS
Malicious Script Malicious Script
?
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:
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.
The WAC is ready to support HA and load balancing.
WAC makes clients to balance gateways, avoiding the need of a load balancer.
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)
Depending on national regulation different ways to be sure of the identity may be used like:
help agent to compare the photo with the face in the videoconference
avoid fraud (fake passports)
the ID card
(questions, passwords, digital certificates, etc)
Result
The call is being recorded including personal data exchanged, pictures of the ID card and video records approving the conditions of the banks.
Web Visitor
Contact Center
Use case: add video to legacy contact center
Scenario
Legacy contact centers only support audio calls. Customers are willing to use new channels like video, chat, etc.
Solution
Using “Video and Live Chat”, agents & customers can improve.
Benefit
Better customer experience and reduce time attendance.
Agent Agent
Better customer experience and savings in roaming & toll charges. Web Visitor
Contact Center EMEA
Use case: consolidate toll-free numbers
Scenario
Multinational company with local toll-free numbers for customer support.
Solution
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.
Benefit
Agent
Agents
Contact Center ASIA
Agent
Agents
Company announcing at yellow pages
Better customer experience and new revenue streams for service provider. Web Visitor
Use case: yellow pages sites
Scenario
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.
Solution
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.
Benefit
Agent
Agents
Use case: reduce call length
Web Visitor
Contact Center
Scenario
Utility company which needs to reduce average call length.
Solution
Using “Screen Sharing”, customers can see a invoice live while the agent explains all the details, right from the browser.
Benefit
Better customer experience and savings in agent’s time.
Agent
Agents
Use case: eCommerce live assistance
Web Visitor
Contact Center
Scenario
eCommerce site which need to boosts online sales.
Solution
Using “Cobrowsing”, agents & customers can navigate together through the website.
Benefit
Better customer experience and increased conversion rate.
Agent
Agents