Page 14 - Telecom Reseller MayJun 2016

14 Telecom Reseller May/June 2016

PITTS
continued from page 13
JOGGERST continued from page 13

So what is the bene t to the organization to their desired resource.
using a video connection through a WebRTC- One way that SAP is doing this is by reselling
providing WebRTC channels to customers? In addition to helping customers through other
enabled browser. Government Identi cation GENBAND’s communications PaaS, Kandy,
Today more than ever, customers want to
channels (outside of phone calls), WebRTC also can be veri ed over video and the rest of the as the SAP Real-Time Communicator Web
receive critical information without needing to introduces the possibility of moving voice calls process can be completed over the video session. application by GENBAND. With Kandy’s
make a phone call. ey want access to an easy from a traditional time-division multiplexing/ is enables new customers to open accounts advanced embedded communications
to use ‘self-help’ process on a company website – public switched telephone network platform to a without physically going to a branch. e bank capabilities, the SAP Real-Time
such as a knowledge base with clear articles and web platform. Hosting voice calls via the Internet saves money by centralizing this ‘new account’ Communicator allows enterprises of all sizes
well thought-out FAQ documents. Customers directly reduces costs on enterprises’ bottom
function.
to improve work ow and communication
also need an easy way to learn how to use these line by eliminating monthly recurring charges For those organizations that will continue to processes by helping to enable sales,
online resources – that’s where WebRTC comes for connections such as toll-free, local, and long o er contact center services, WebRTC will give service and business professionals to chat,
in.
distance.
them the option to expand service o erings; videoconference and collaborate in real time
For example, a customer might quickly nd WebRTC can also reduce operational costs increase customer satisfaction, loyalty, and spend; with their customers and co-workers.
the knowledge-base but then struggle to nd the for enterprises. For example, reducing the and drive down costs. WebRTC is o ered today Another example of the webi cation of RTC
right article. WebRTC enables agents to monitor amount of foot tra c a bank branch receives in more places than you might think – just look is the MINDME app. e MINDME approach
these online activities and o er guidance through while still growing the number of customers for click-to-text, voice call, or video call when and app were developed to provide pathways
a text session. A phone call is not required; the through online banking. In Spain, a large bank you are browsing your favorite vendor or service for people who are chronically depressed and
agent just points customers in the right direction
now enables new customers to open accounts
provider websites or mobile apps. ■
at risk of taking their own lives. Using Kandy,
MINDME makes it possible for individuals
su ering from depression and experiencing
suicidal thoughts to access self-driven treatment 6 Ways to Increase Your Support Conidence
or professional help 24/7 directly from the app.
When immediate human intervention is
needed, a live conversation starts using either
instant messaging, voice or video at the touch A
of a button.
re you con dent enough in your support next morning. is is a great example of what a
Toy Genius, a store which o ers a selection partner that you can focus on advancing
support organization can do to let in-house IT
of hand-picked toys, is also using Kandy to your solutions instead of just maintaining PATTERSON
teams spend less time on issue resolution and
embrace embedded communications through them?
gain more time to focus on delivering business-
the industry standard, WebRTC. Kandy’s A UK trader was plagued with a less than By Pat Patterson, Director of impacting advancements.
WebRTC video capabilities power Toy Genius’ functional desk phone and was only able to Services Marketing for Avaya
Having access to Emergency Recovery
VIP virtual concierge service, giving customers perform the basic aspects of his job. It was a specialists to restore system outages quickly is
an elite shopping experience that is deeper and programing related issue and normally would to remotely x the phone system’s programming also invaluable. It is hard to over-estimate the
more engaging than the traditional ecommerce have required someone to be physically on site problem within an hour while the trader
costs of outages to a company’s revenue and
experience.
to resolve. Instead of disrupting his trading
slept. e trader was back to working at full brand reputation. Aberdeen completed a study
Apps featuring embedded real-time day, the US-based IT organization decided to performance rst thing the next morning.
that found the average cost of downtime per hour
communications will soon become perform a repair a er the UK trading day was Quick diagnosis and resolution of the issue was a staggering $163,674 per hour. Not only can
commonplace and innovators like SAP, MindMe over. Using sophisticated advanced diagnostics, helped to minimize the impact of the problem,
and Toy Genius are leading the way. ■
the customer’s IT department in the US was able
ensuring that work could start unimpeded the
PATTERSON continues on page 20 ››

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