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). Named by Frost & Sullivan as “Emerging company to watch” in 2014.

What is Sippo Click to Call ? Connect your website customers to your agents, RIGHT FROM THE BROWSER!!! No installation, plugins or extensions ! 1 Works in any device PCs, smartphones, etc 2 No more costly toll-free numbers or call-backs 3 HD video & audio + chat and file transfer 4 5 Easy to integrate with the call center platform

Key features Audio & video Inbound Outbound Live chat Contextual info File transfer Analytics & stats Screen sharing Call routing Co-browsing Browser detection

What’s new in 3.0 release Dialpad to navigate Captcha protection Camara selector on through IVRs integration customer side

INTERCONNECTION WITH CONTACT CENTERS

How does it work? Customer visiting a site clicks 1 on "Contact" button, enabled by Sippo Click to Call. Call is transferred to contact 2 center and an agent is assigned (by WAC or pre-existing ACD) Agents can use their legacy solution 3 or move to web add video, chat, etc.

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. ● Agents can answer calls of other services, WebRTC-based calls are not more than a new channel. No dedicated agents for WebRTC ● ACD, route policies, statistics and KPI are preserved !! ● Reduced cost, no adaptation problems. 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

EASY TO INTEGRATE AND MANAGE

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. Example: Parameter Type Description callee String Destination of the call (for example, a specific agent, a queue, etc..) <script> var options = { caller String The user that generates the call, that can be an authenticated or a caller : 100@demo.quobis.com, guest user password : 1234, callee : queue@demo.quobis.com , url String WAC IP address and port url : 'https://wac-ip:8001', }; audio Boolean True when audio capabilities are available $("#webphone").click2call(options); video Boolean True when audio capabilities are available </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 onlyDuringCalls 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

OTHER FEATURES

User Management 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: ● User provisioning (add/remove/change) ● User profiles (name, avatar, email, etc) ● User groups, organizations and roles (admin, user, anonymous,...) ● User privileges ● User media capacities ● Service enablement 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.

Authentication 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.

Security As a host of WebRTC applications, provides security mechanisms to avoid traditional VoIP attacks and pure web and WebRTC threads: ? ● Fraud Malicious ● Illegal control webserver ● DoS attacks ● Cross-origin websocket managements http ● Websocket poisoning ● etc. Learn more downloading the whitepaper “WEBRTC SECURITY CONCERNS Malicious Malicious Malicious Script Script Script

Troubleshooting and traceability 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: ● Traceability : check all the actions made by an user for legal compliance ● Troubleshooting : help IT to identify the causes of a lower quality in some calls and other problems related to the service

Statistics 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.

Scalability and availability The WAC is ready to support HA and load balancing. WAC makes clients to balance gateways, avoiding the need of a load balancer.

EXAMPLE OF A REAL IMPLEMENTATION

Customer on-boarding 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)

Customer on-boarding Depending on national regulation different ways to be sure of the identity may be used like: ● Photo of the passport or national ID card to help agent to compare the photo with the face in the videoconference ● Use biometrics for face recognition ● ID recognition via OCR and validation to avoid fraud (fake passports) ● Compare digital signature with the one in the ID card ● Add any other authentication mechanisms (questions, passwords, digital certificates, etc)

Customer on-boarding Result The call is being recorded including personal data exchanged, pictures of the ID card and video records approving the conditions of the banks.

OTHER EXAMPLES OF USE CASES

Use case: add video to legacy contact center Benefit Scenario Solution Legacy contact centers only Using “Video and Live Chat”, Better customer experience support audio calls. agents & customers can and reduce time attendance. Customers are willing to use improve. new channels like video, chat, etc. Web Agent Agent Visitor Contact Center

Use case: consolidate toll-free numbers Benefit Scenario Solution Multinational company with Using Sippo Click to Call, Better customer experience local toll-free numbers for buttons can be inserted in the and savings in roaming & customer support. company/provider profile, with toll charges. the possibility to hide A or B number, and potentially forcing the company to pay for call. Web Agents Agents Agent Agent Visitor Contact Center Contact Center EMEA ASIA

Use case: yellow pages sites Benefit Scenario Solution Online directories, yellow Using Sippo Click to Call, Better customer experience pages sites and portal to buttons can be inserted in the and new revenue streams buy/sell goods are places that company/provider profile, with for service provider. joins tons of providers with the possibility to hide A or B end customer. Today they are number, and potentially promoting the usage of PSTN forcing the company to pay for to ask about deliveries, call. company information, etc. Web Agents Agent Visitor Company announcing at yellow pages