Intended to be utilized as an agent-assisted tool, the Compunetix Video Call Center seamlessly connects patients, doctors, customers, company representatives, support staff, and more. Its easy-to-use video interface streamlines communication and simplifies the experience for all users.
The Video Call Center is a web-based transfer solution built with dynamic WebRTC technologies. WebRTC, or Web Real-Time Communication, is a method of communicating through voice, data, or video using Web Browsers. Seizing upon the opportunity to utilize this cutting edge communication technology, Compunetix has created the Video Call Center as a user-friendly solution to help alleviate the poor customer experience generally associated with web communication. The reliability and customizability of this intuitive solution lets users take the leap into the next generation of high quality remote video communications with patients and customers alike.
The Agent web interface is broken into three primary panels that allow the Agent to view incoming calls, video chat with callers, and transfer callers to the appropriate representative. The left panel is the incoming call queue and displays incoming calls as well as active calls. From this panel the Agent can also see specific details about each call. The center panel is an HD video panel, where the caller and agent video feeds will be displayed. The right panel lists all the company representatives and indicates their status, allowing calls to easily be transferred as needed.
The agent may also share screens, leave calls, chat, mute, hold, and more. In addition to managing and tracking connected callers, the back-end infrastructure provides an intuitive and feature rich interface to access real time statistics and reports to support the administrator.
As a caller initiates a video call with a company agent/representative, the primary function of the interface is to display a clear and crisp video feed allowing for an easy, secure (encrypted) and a more personal customer experience. Callers may share screens, mute, and more, though those functions can be easily disabled if unnecessary for the application’s purpose.