FAQs:
Routing, Features, Dashboard, Reporting
Index
- Customer journey, routing and queues
- Features available on the video call
- Location and IP address checks
- Photo and document capture features with tagging
- Question and answer module
- One way video call without a video banker
- Checker module and video bank for audit
- Dashboard and reporting
Customer journey and routing
How many ways can a customer journey be configured in VideoCX.io?
You can configure the journey in multiple ways
- Straight through journey from the banks website or mobile app using our Customer Handshake API
- Independent pages created on VideoCX.io platform for customer to start the journey
- Video banker can send their individual link to customer to connect to them
How many ways can a customer connect with a video banker?
There are six ways a customer can connect with a video banker
- One to one connection using video banker’s unique link
- One to one connection to a video banker using the Customer Handshake API
- One to a group of video bankers using a unique link for each group
- Round robin journey with FIFO and queue management using the Customer Handshake API
- Connect to multiple video bankers and they can choose who will speak to the customer
- Custom connection logic basis previous connection or any offline mapping
Does each video banker have a unique link for video calling?
Yes, each video banker gets a unique link using which any customer can connect with them. The link would be like yourdomain.com/12345. The customer can enter their name, any other customer ID and connect to the banker.
Can the unique link for an individual video banker and a group be customized for design?
Yes, the design of those pages can be completely customized. You can add your own info graphics, instructions and other branding elements.
Can the video banker send a unique link to every customer for their one to one call?
Yes, a video banker can generate a unique link for every customer using their mobile number, and optional fields like loan account number or customer ID.
Does the Customer Handshake API have a provision to connect to a specific video banker?
Yes, in the Customer Handshake API the specific agent’s username or login ID can be passed, and the customer will not be sent to the queue and will get connected to that specific agent.
What data of the customer can be captured at the start of the journey which can be shown to the video banker?
You can ask the customer to enter any amount of data on the custom designed landing page like name, customer ID, mobile number etc. The data entered can be shown to the video banker for a more informed interaction.
Can VideoCX.io call a custom API to fetch additional customer details and show to the video banker?
Yes, if case the journey is initiated from an independent micro site, VideoCX.io can integrate and call any custom API to authenticate the customer, get more details to show to the banker, and to find if the customer has to be connected to a specific video banker.
How does the round robin journey work with queue management?
Once the customer is sent to VideoCX.io using the Customer Handshake API, if video bankers are available then the customer would get connected to the video banker who got free from previous call earliest. If all video bankers are busy, then the customer would be put in queue and given a token number basis the number of video bankers available.
Can we show videos/images during the customer wait period?
In case the customer has to wait when all the video bankers are busy, the VideoCX.io page where customer sees the token number can be customized to show Youtube videos and images.
How many video banker groups or pools can be created?
You can create as many video banker groups or pools and send customers to these groups for the queue-based routing flow. The groups can be basis product, skill, language, location etc. One video banker can be in multiple groups.
If all video bankers of a group are busy, then can the customer be routed to another group?
Yes, if all video bankers of a group are busy, then can the customer be routed to another group. Same can be done in case of a one-to-one connection if the video banker is busy.
Can a video banker move a customer from one group to another in the midst of a video call?
Yes, if a video banker feels that the customer should connect with executives of another group, the banker has the option of putting the customer into that group at the click of a button.
Can the customer be shown an approximate wait time?
Yes, the customer can be shown an approximate wait time depending on the position in the queue, and a reverse timer can be set on that time.
Can a specific customer be given priority or put higher in queue?
Yes, specific customers can be put on top of the queue or given priority. This is possible by sending a specific flag in the Customer Handshake API.
Can the customers be shown some instructions before they connect to video bankers?
Yes, there is a provision of a completely customizable instructions page, which can be shown to customers before they connect to video bankers.
What permissions are needed for a video call, and can they be taken before the customer connects to the video banker?
The customer needs to give camera and microphone permission to connect to a video call. Additionally, if your process requires knowing the customer’s location, then location sharing permission is also needed. All the permissions can be taken from the customer before connecting to the video banker. Additionally, speed test and speaker test can also be performed on the same page.
Can the working hours of a group be configured?
Yes, the working hours of a group can be configured, and it can be closed for all at the click of a button. Once a group is made unavailable, the API response will say ‘No bankers available’.
Can the customer be redirected to any page or an in-app deeplink post the call is over?
Yes, a customer can be redirected to any page or an in-app deeplink post the call is over. In the redirection, multiple data points of the call can also be passed which the redirected system can use for a more informed journey there onwards.
Features available on the video call
One to one and multi-party video calling
VideoCX.io supports one to one and multi-party video calling along with all its other features.Browser based video calling
VideoCX.io supports browser based video calling, where the customer doesn’t need to download any apps. It supports default mobile browsers Chrome and Safari.WebView SDK
VideoCX.io also has a WebView SDK which can be embedded into any of your customer facing apps to give your customers a in-app and seamless experience.Parallel text chat
VideoCX.io support a parallel text chat between two users or groups of users which could be customers or video bankers.Welcome text message to customer
A pre-defined text message can be shown to the customer once they get connected to the video banker. The message can be a welcome message or can have instructions for the video call.File sharing
Customers and video bankers can share files with each other. As an additional security feature, you can restrict file sharing from either sides or allow only specific file types to be shared.Video recording and playback
Video calls can be recorded by default, or optionally and available in the central video bank to playback anytime.Merging multiple video calls
If there are multiple calls done with a customer in one session, then the calls can be merged into one video, which will play seamlessly.Downloading video
The merged video call can be downloaded as well and stored or viewed locally.Video playback media player
The media player supports play, pause, sound control, forward by 15s, 1 min and 2 min.Virtual background
A virtual background image can be added on the video banker side, to enable your team to work from home, or have a common branded background.Customer device details
Video banker also gets to see the customer’s device details like handset manufacturer, OS and browser and version.Live throughput monitor
Video banker can see the live throughput of the video call and the range in kbps in which the call is happening.Three ways to reconnect a call if dropped
- If a call drops, the system tries to reconnect the call on its own
- Alternatively the customer and video banker both can join the call by clicking a button.
- The video banker has an additional feature of out dialling the customer, and the customer would get a pop-up to pick the call.
Screen sharing
VideoCX.io also supports screen sharing during the live video call. The video banker can share their screen and show the customer presentations, forms or financial calculations. The screen sharing is also recorded and available in the playback.Co-browsing
VideoCX.io also supports co-browsing during the live video call. The video banker can share a specific form link with the customer, and both can access and edit the form from their respective devices.Option to share customer profile with video banker using an API
In VideoCX.io you can show any amount of customer profile data and previous photo using the Customer Handshake API so that the video banker is more informed.Previous call details and recording
VideoCX.io has an option where a customer’s previous call details and call recording can be show to the next video banker to maintain conversation continuity for the customer.Closing a call
The video banker has an option to close a call or session by selecting a specific disposition and adding comments to the call. The dispositions can be customized as per the requirement of the organization.Does the platform support liveness and deep fake detection?
Yes. We use AWS Recognition for liveness detection, face match and Deep fake detection. If any anomalies are detected, relevant images are securely stored in encrypted S3 buckets for audit purposes. Data is never stored unless required, and access is tightly controlled.Location and IP address checks
Can the customer share their live location on the video call?
Yes, VideoCX.io is integrated with Google Maps and has multiple location services. A customer can share their location on the live video call. We use the Lat Long shared by the customer and fetch the text address for that using a Google Maps API and show it to the video banker along with the map link.Can the video banker request for the location from their side?
Yes, the video banker has a feature to request for location, which will invoke the pop-up at the customers end for the browser permission. Once permission is given the location will be shared with the video banker.Can VideoCX.io find the motorable distance between two addresses?
Yes, VideoCX.io has a feature wherein the motorable distance between the live location shared by the customer and any other pre-fed location can be found out using a Google Maps API.Does the location service also have a political country or specific keyword check?
Yes, in the address shared by the customer, we can check for the political country or specific keywords for city, country, zipcode etc. and highlight it to the video banker.Does VideoCX.io have any IP spoofing or IP check services?
Yes, we are integrated with IP2Location.com service using which the customer’s IP address location can be known, and if it’s a spoofed IP then it will be flagged and the information can be shown to the video banker.Photo and document capture features with tagging
Customer’s live photo capture from the video call
In VideoCX.io platform you can capture customers photo live on the video call and auto tag it. The same tag would be passed when the photo is synced to any other system.
Document or any other asset photo capture
You can also capture photos of any other documents, customer photo IDs or physical assets like house, car, property etc and tag them. The same tag would be passed when the photo is synced to any other system.
Face match using Amazon Rekognition
Customer’s live photo can be face matched against any photo on the document, or any photo from another system using the Amazon Rekognition face match service. The service returns a % match, which can be shown to the video banker. A threshold can be set for the face match % which can be used to tag the call as success or not.
Customized document tag buttons
The document tag buttons can be customized as per your process or use case requirement.
Low and high resolution photo capture
Depending on the customer bandwidth the video banker has the option of taking high or low resolution photos. High resolution photos are taken from the customer’s camera and low resolution photos are taken from the video feed on the video banker side.
Watermarking photos for record purpose
Photos captured on the call can be watermarked with date and time stamp and the video bankers details to officially record when the photo was captured and by whom.
Crop, rotate and zoom plugin
All photo and document capture options come with a plugin using which the video banker can crop, rotate and zoom the capture images and structure them as per their needs.
Merging all captured images in a single TIFF file
In cases where multiple documents are captured, all of them can be merged in a single TIFF file and made available for download or syncing. This helps in storing all docs together.
Switching to back camera for photo capture
The customer can switch to the back camera of their phone using a button on the video call for capturing document or asset photos. In an additional setting, the same feature can be made available at the video banker side as well.
Tagging documents shared by customer
Any documents or images shared by the customer from the phone gallery or laptop can also be tagged using the same options and stored.
Document OCR
VideoCX.io can integrate any third-party API to OCR the document and pass the details in an API or show it on the screen.
Document matching screen
In VideoCX.io you can see a document and match it against the customers details fetched from the API or any other system. This process helps validate and verify the document.
Document compression
VideoCX.io also has the feature to compress document or customer photo to a desirable size and dimensions to fit the requirements of any other system like CRM, CBS etc.
Question and answer module
How is the Question and answer module configured at VideoCX.io?
VideoCX.io has a module wherein customer interview questions can be pre-configured at the video banker end. Video bankers can ask the questions to customers over the video call and note the answers in text.
How many set of questions can be configured?
Different questions can be configured for different product, use case or kind of journeys. The video banker will be shown specific set only basis the configuration shared in Customer Handshake API or for that specific product group.
What kind of inputs are allowed from the video banker side?
The answers to the questions can be in free text, or selection from pre-configured dropdown value. Images can also be uploaded along with the answers.
How is the data shared back with the video banker or organization?
The data is available in excel and PDF downloads, in the Get video call details API. The question and answers are also available in the call summary page along with the video recording.
What is the maximum number of questions that can be configured?
A maximum of 30 questions can be configured in one question set.
One way video call without a video banker
Does VideoCX.io support video calling without a video banker?
Yes, VideoCX.io has a non-assisted or one way video calling feature, wherein a customer can interact with the system and record their responses to a set of questions and steps.
What all features or steps are possible on the one way video call?
On the one way video call customers can be asked to take selfies, document photos, answer specific questions given in instructions, confirm profile or purchase details from other systems, share location and live photo face match with documents.
Can the number of steps be configured and customized?
Yes, each journey can be different and the steps and order of the steps can be configured as per the requirement.
Can some instructions be shown to the customer at every step?
Yes, each step has the provision to show instructions to the customer on what needs to be done.
Would the photos and documents collected over the call be auto-tagged?
Yes, the photos, selfies and documents collected over the call will be auto-tagged, stored and made available in the API also with the tags.
How will the recorded call be made available to the video banker?
The complete call will be recorded and made available in the video bank to the video banker and other organization users.
Can a one way video call be invoked using an API in any other journey?
Yes, the same can be invoked using the Customer Handshake API and made a part of any other journey.
How can a customer access an independent journey of a one way video call?
Yes, an independent link per customer per journey be shared which can be used to initiate the one way video call.
Checker module and video bank for audit
Where can we access all the video call recordings?
VideoCX.io has a Video Bank folder where all the video call recordings are stored and accessible using a single click.
How is the access management of the video bank structured?
Video bankers can see their own video call recordings, and Video Bank Admin, can see all the video recordings of the organization.
Is there a search functionality to search previous call recordings?
Yes, all the video recordings can be searched using the customer name, and any other primary handle used in the API.
What all data is available along with the video recordings?
The data passed in the Customer Handshake API, chat messages, files shared and photos taken are all available with the video recordings.
What if one session has multiple video calls in it?
If a session has multiple video calls, then all the recordings are available in the same page one after the other.
Can the videos be accessed without a logged in user?
A video banker can make a video public and share it with users outside the organization. Once the video is viewed, it can be made private again.
Can we put IP restriction also on access to view the videos?
Yes, you can add IP addresses to the database, and the video access will then be allowed only from those IP addresses.
Is there an audit module to view the calls and approve or not approve them further?
Yes, after video calls are done by the video banker, they can be pushed to a bucket which can be reviewed and audited and then actioned further.
Is there a separate role to audit videos?
Yes, Auditor is a separate role. In that role you get videos assigned to you in a round robin logic to view and action on them.
How does the case allocation work in the audit module?
The auditor module case allocation works on a round robin and FIFO basis. All cases are added to a central bucket, and as in when Auditors login, a pre-defined number of cases are added to their individual bucket. Once they process all their cases, the next lot is added to their bucket.
What all is configurable in the Audit module?
You can configure the number of cases that get assigned in one lot, refresh rate and prioritization of cases.
What actions can an auditor take while reviewing the videos?
The Auditors can Approve, Not approve and Reject cases from their side. They also get to add their comments to cases.
Is the audit module data available in reports and APIs?
Yes, the auditor actions and performance metrics are available in reports, dashboard and in Get video call details API.
Dashboard and reporting
Which are the different kind of Dashboards available in VideoCX.io?
- Call summary dashboard which has live and historic dashboard of all call made and their business dispositions.
- Customer queue dashboard showing details of all customers in queue along with their name and time in queue.
- Video banker performance dashboard showing total calls taken by each video banker and its business disposition.
- Audit team performance.
- Video banker group performance by creating your own groups.
- Product, use case or journey wise dashboard to see call volume and performance.
What all data pointers are available in dashboard and reports?
- Video Bankers logged – Available / Not available
- Customers in queue
- Average queue number
- Max queue number
- Video call status by business disposition
- Auditor processed / Pending / In Bucket
- Live video banker list with status, current call time, cases closed
- Live customer queue with queue number
- Video banker comments
- Customer device details
- Files shared count
- Images capture count
- Video call and session duration
- Time stamps of events like customer connection, call start, call end, session closed etc
Which are the different kind of excel reports available for download in VideoCX.io?
- Video banker performance report
- Video banker time sheet
- Full call details report
- Overnight video banker time sheet
- All user report with details like name, email ID, role etc