Live Assist caters to enterprises that need both mobile apps and web sites to be their dominant interaction channels. Amazon Mayday is limited to a single proprietary tablet (Kindle Fire HDX) and only works in concert with Amazon support for technical advisors in the Amazon contact center.
Consistent across mobile & web apps
Live Assist goes beyond Amazon Maydayby enabling real-time customer engagement across a company’s dominant customer engagement channels (mobile & web). Live Assist works on native mobile apps for Apple iOS devices (ex. iPad, iPhone), Android tablets and phones as well as a company’s various websites. Be it a website or native mobile app, Live Assist will provides a consistent experience for end users and experts across applications and as they jump between devices. Live Assist supports chat, audio only, two-way HD video as well as one-way video over Wi-fi, 4G or any IP network.
In addition to app-based screen sharing, remote control and annotation, Live Assist provides document push capabilities. This feature enables experts resolve issues faster by sharing a relevant document, image, video or link at a specific point in time to the app on the customer’s device or desktop. Once shared, the expert can navigate thru or annotate over the document to review procedures, discuss terms and conditions and go through an investment prospectus.
Works with existing contact centers
Live Assist was designed to work with a variety of legacy and cloud contact centers (e.g. Cisco UCCE, Cisco UCCX, Genesys, etc.). Live Assist uses SIP integration for voice and video and CTI adapters to connect the ACD. These interfaces ensure that Live Assist sessions are properly queued, routed to the right agent and report consistently with pre-existing contact centers metrics and analytics.
Live Assist will relay context to the expert. Context relay transmits application data to inform the expert about the user by passing key data such as identity, device capability, location and app/browsing history. Even if the customer change devices / applications, or modalities (chat, voice or video) or re-engages at a later time, context can be retained to ensure the expert knows where the consumer left off and continues the interaction in stride.
Easy for developers