NCTís Platform embraces the WebRTC (Web Real-Time Communications) standard allowing businesses to directly embed audio-only or audio & video conversations and collaboration functionality within their website or mobile customer care apps. Contextual information around the customerís journey can be shared with ATEL Unified IP systems or leveraging any third-party contact or call center environment for seamless handover from self-service to agent assistance.
RTC Platform enhances mobile apps and websites with access to a channel for real-time communication. Customers benefit from audio, video, co-browsing, on-screen drawing and much more without having to download additional software. The underlying technology leverages the latest high-definition audio and enables seamless transition from one interaction channel to another without repeating information courtesy of NCTís experience in this aspect. User profile data and session activity are captured, providing agents with historical and real-time context for each interaction based on business needs.
Contacts are completely pre-qualified before being routed to the appropriate agent, reducing average handling time and improving first contact resolution. The customer/agent interactions enabled by the RTC Platform improve customer satisfaction by giving customers direct access to contact center agents at the point and place where itís needed Ė avoiding the IVR and adding personalized experience with video. Agents, too, have an improved experience via face-to-face contact with video and high-definition audio and the ability to better build rapport.
Additionally, RTC Platform can control costs by reducing PSTN (public switched telephone network) costs by processing incoming calls using Internet telephony and the SIP protocol, and is available with an OpEx-friendly subscription pricing model based on per-minute (cloud) or per-port (on-premises) usage.