With Cisco Video Remote Expert, customers and agents can have a face-to-face conversation over the network and collaborate like never before.
Through a combination of technologies and design that allows the contact center caller and remote agent to feel as if they are in the same room, the Cisco Contact Center Enterprise portfolio has the potential to provide great productivity benefits and transform your business. Organizations use it to control costs, make decisions faster, improve customer intimacy, and scale scarce resources.
Video Remote Expert is a subset of Video Contact Center functionality and addresses a specific use case with a video kiosk that can connect a customer from kiosk to a remote expert agent with the press of a single button. The customer and the agent are then connected with a high definition video feed and can share documents back and forth as well as perform financial transactions. The remote agent can also move the camera so that the agent can show the customer how to perform a task. The customer from the kiosk can be offered a video while the call is in queue waiting for a remote expert. Optionally, with CVP Video In Queue (ViQ), the caller can interact through high definition video prompt or navigate a video menu using DTMF keys.
Video Remote Expert builds on the Unified CCE. There are many deployment models, components, and features that comprise the total Video Remote Expert solution. This chapter addresses only those that are relevant to the contact center implementation for Video Remote Expert.
The following diagram illustrates topology call flow.
Figure 2. Topology call flow
Customer submits video call into CCE-CVP data center from branch kiosk.
CCE script invokes CVP VXML Server "Call Studio" application.
Call is connected to VXML gateway and video playback is invoked from Media Server.
Video RTP steamed from Gateway to Phone at branch.
Customer navigates IVR video via DTMF digits.
Customer submits DTMF for digit collection and stored in Call Context via CCE.
When customer selects to talk to agent and agent becomes available, CVP transfers the call from the VXML gateway to the UCM managed Video Remote Expert.
Customer is connected to Agent and video RTP is streaming from customer video phone to the agent video phone.
Via phones, agent can move the video camera around to pan the video if desired.
Desktop sharing is also available feature if required.