It came to my mind to establish a fast video call using FaceTime, but we were both on different platforms: I was using iOS, and he was using Android. I thought, “Let’s have a Skype call then.” “Oh, I don’t have a Skype account”, the customer replied. Another option was dropped, as I didn’t want the customer to go into the hassle of downloading the application, creating an account, and proceeding with the mutual add & accept request.
I needed a simple tool that we can both use: a browser !
I recalled that a few days back, our Data Consult website was reformed to accommodate a one–click video chat support button, without the need to install any plugins, how? by using WebRTC. The solution we adopted was provided by CafeX, a leading provider of real time customer collaboration (www.cafex.com). CafeX’s solution was integrated with our Cisco telephony system based on Cisco Unified Communications Manager. This one-click button was programmed to call my high definition Cisco video IP phone, the DX650. So yeah, why not? I quickly informed the customer to open a Chrome browser on his android device and browse the link I provided him with.
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| Simulating customer’s call using Chrome on Android |
It was an easy and effortless action that quickly connected me visually with the customer through a video call, giving the customer the freedom to roam around the endpoint and receive the needed guidance. Even more, after deploying the endpoint and powering it up, it was found locked with a password by a previous client. This required a hard reset. Luckily for me, I could clearly see what was happening on the device’s screen and was able to easily provide the customer a step by step procedure to hard reset the endpoint.
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| WebRTC in action, video call between browser and Cisco DX650 |
This is a brief example of a remote support case that took me five minutes to solve using today’s technology while it would have consumed at least thirty minutes on a traditional telephony channel. Client was happy and I was glad I was able to help out in a record time and get back to my tasks. For those who haven’t heard of WebRTC yet, it enables most web browsers with real time video communication without the need to install any plugins. More details can be found on webrtc.org. WebRTC expands as well to mobile application on iOS and Android platforms, where this capability can be integrated within the mobile application itself.
Whatever the type of business you run, WebRTC is on the roadmap to be the perfect tool that allows you to increase sales and better engage with your customers, improving the collaboration between colleagues for enhanced productivity.
