Over the past few years, WebRTC – or web real time communications - has started to gain traction in both business and technology environments. For the first time, companies can enable in-browser or in-application communications – from chat to voice to video to document exchange, directly in the browser, without the need for additional downloads, plugins or other barriers to fast and seamless interactions.
WebRTC is a game-changer when it comes to customer service, providing a seamless experience for the customer at the very time and in the very manner in which they dictate.
2. Case Study #1
International Technology Manufacturer
Manufacturer & support for PCs, Servers, Monitors,
Networking Equipment, etc.
3. Proof of Concept for Large Technology Manufacturer
• Standalone platform for evaluation purposes
• Corporate Side Solutions Agent using WebRTC through Google
Chrome browser (audio via PC headset)
• Field Service Representative using Apple iPad application with
controlled deployment
• Direct routing
• No integration to internal systems (Contact Center, CRM)
4. Field Service - Mobile Application
• Service tickets can be initiated offline before contacting an Agent
• Collect Customer information including Service Tag for case
correlation
• Capture images to associate to Service Tag
• Connect with Agent to initiate/follow up on field service request
• Ability to service same request over multiple visits
• Voice/Video call to Agent
• Leverage Camera (front and back if applicable) for Agent to gather
additional information remotely
5. Corporate Solutions Agent Web Application
• Receive Voice/Video call from Field Service Representative
• Get field service information within web application including
Service Tag
• See images collected by Field Service Representative pertaining to
service request during call
• Immediate transfer & review of images from field service application
• Agent can switch between front and rear cameras to gather
additional information while maintaining call with Field Service
Representative
• Toggle between full video frame and thumbnail video
6. Corporate Solutions Agent User Experience
•HTTPS secure authenticated access provided via web browser
•Agent application remains idle until receiving a call from Field
Service Representative for submitting a claim
•With an established call, all related images are immediately
transferred to the Agent’s console
•Agent can also capture additional evidence in real-time while talking
to the Field Service Representative
•Standalone platform for evaluation purposes
7. •HTTPS secure authenticated access provided via Native iOS
application
•Field Service Representative creates tickets and collects evidence
offline
•Representative calls agent when ready to submit the ticket and
evidence for claim
•Reliable mobile data/wifi capable of supporting video calling is
required for the call into an agent
•Collected evidence is transferred to agent on call connection
•Representative can assist agent with camera position for remote
evidence collection
•Issues can be reviewed and filtered for any follow up reporting
Field Service Representative User Experience
9. Real Time Accident Processing
• Mobile app to allow for opening claim, submitting photos
• Web app allows corporate side insurance agent to review evidence,
approve claim.
• Web app allows corporate side insurance agent to take control of
camera for better evidence gathering.
• Direct routing
• Integration with existing cloud infrastructure to allow evaluation of all
collected evidence from one screen
10. Customer / Client - Mobile Application
• Claims can be initiated offline
before contacting an Agent
• Collect Customer information
including policy number for case
correlation
• Capture images to associate with
claim number
• Connect with Agent to
initiate/follow up on claims request
• Ability to service same request
over multiple visits
• Voice/Video call to Agent
• Leverage Camera (front and back
if applicable) for Agent to gather
additional information remotely
11. Corporate Insurance Agent Web Application
• Receive Voice/Video call from
Customer / Client
• Get claims information within web
application including claim number
• See images collected by client
pertaining to accident
• Immediate transfer & review of
images from client application
• Agent can switch between front
and rear cameras to gather
additional information while
maintaining call with client
• Toggle between full video frame
and thumbnail video
12. Corporate Solutions Agent User Experience
•HTTPS secure authenticated access provided via web browser
•Agent application remains idle until receiving a call from client
submitting a claim
•With an established call, all related images are immediately
transferred to the Agent’s console
•Agent can also capture additional evidence in real-time while talking
to the Field Service Representative
13. •HTTPS secure authenticated access provided via Native iOS
application
•Customer opens claim and collects evidence offline
•Customer calls agent when ready to submit the ticket and evidence
for claim
•Reliable mobile data/wifi capable of supporting video calling is
required for the call into an agent
•Collected evidence is transferred to insurance agent on call
connection
•Representative can assist customer with camera position for remote
evidence collection
•Issues can be reviewed and filtered for any follow up reporting
Client / Customer User Experience
