If you need something
to be done on video, then
we will make it for you.
Video calling features
- One to one video call
- Multi-party video call
- Video recording and playback
- Live photo capture of users
- Document photo capture
- Parallel text chat
- Document sharing
- Back camera control on mobile
- Screen sharing
- Co-browsing
- Low bandwidth support for calling
- Live bandwidth monitor
- View previous call recordings
Customer Routing and Queue Management
- 104 field API to initiate video calling from your assets
- Add customer data to share with employee
- Routing basis language, product, skill, location etc
- Put priority customers on top of the queue
- Show token number or wait time to customers
- Show customized instruction page to customer
- Show video to keep customer engaged on wait page
- Put re-entry cases on top priority
- Route cases to specific Employees
- Shift queues / agent groups if all Employees are busy
- Drop customer from queue if they go out of focus
- Pre-call camera, mic & location permission check
- Show settings to enable camera, microphone and location
Document collection features
- Low and high resolution photo capture
- Customized document tagging
- Watermark on captured photos
- Integrate 3rd party APIs for document check
- Integrate 3rd party APIs for OCR
- Merge all captured doc in single TIFF file
- Crop, rotate, zoom documents before saving
AI features
- Face match of live photo and doc photo
- Liveness check
- Deepfake check
- Speech to text
- Real time language translation
- Video analytics
- Fraud document check
- Customer intent understanding
Checker module
- Inbuilt Checker module with separate login
- Option to Approve, Reject and Re-open cases
- Bucket allocation and auto refresh method
- Configurable bucket allocation for each Checker
- Auto refresh rate for refilling bucket
- Fastrack cases into Checker bucket
- Auto clear Checker bucket
- Reassign cases to other Checkers
- Org wide video bank and search to view all cases
Location capture features
- Google Maps API integration
- Show address, Lat Long and Google Maps link to agent
- Employee can to pull location from customer’s side
- Specific city or area check in address
- Political country check
- Distance check between two addresses
- IP address country check
- IP spoofing check using a third-party service
- VPN and proxy network check
Verification Questions
- Option to ask up to 15 questions to customer
- Option to mark it as Match / Mismatch
- Option to mark it as Responded / Not Responded
- Randomize questions from list of question from API
- Randomize order in which they are shown
- Option to have fixed questions and random questions
- Customize questions basis product, category or process
Reports and dashboard
- Employees logged – Available / Not available
- Customers in queue, avg and max queue number
- Business success numbers
- Live Employee list with call time, cases closed etc
- Employee status and productivity report
- Customized excel reports
- Create your own team and view their dashboard
Enterprise features
- White labelled platform
- Hosted on RE domain
- AD, ADFS, MFA, SAML integrations for login
- User access management APIs
- IP restriction for Employee login
- Integrate your own SMS, Email and WhatsApp API
- Amazon SQS for passing data to any system
Top security features
- OWASP guidelines implemented for Application Security
- Application-level data encryption using customer keys
- Encryption of data in transit and rest
- Secure coding guidelines and processes implemented
- Two time AWS FTR certification
- Perimeter firewall for North South network traffic inspection
- IPS, IDS and DLP solution implemented at perimeter for network security
- Endpoint protection solution such as EDR/XDR for network security
- Security information & SIEM for centralized security management
- Web Application Firewall (WAF) enabled for Layer 7 security