Hosted 3G Video Call Completion/Termination and MMS Video Mail Messaging

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Interactive Video Banking over the Web and over Mobile 3G

Multimedia Interactive Communication
GOliveBanking is more than just an audio and video communications interface, providing bankers with the ability to remotely interact with customers in a variety of ways. Even within an establish voice/video call GOliveBanking, enables bank agents to stream information and video clips directly to a customer via their web browser. They can also share documents and online forms from their PC display directly to the customer’s interface. In addition to audio and video, GOliveBanking offers a text chat interface, enabling customer to interact with bank agents discreetly or when internet QoS limits the availability of voice or video communications. Callers can also utilize text chat to record notes for agents while they wait for their calls to be answered.

Call Management and Distribution
GOliveBanking offers a complete, interactive video interaction center environment supporting hundreds of bankers. The system supports 3 modes of operation: "inbound" (customer calls to banker) with an "invite" option, where the banker can send the customer a link that allows them to call-in whenever they are ready.. "Outbound" (banker calls to customer with "consent" option) and "internal" (banker-banker, with or without a customer). The system can be implemented as a stand-alone video interaction center or integrated with existing contact center ACD and CRM systems. When used stand-alone, the system’s built-in Video ACD and soft-switch provides complete caller queue control, call waiting, as well as profile, skills-based and banker initiated call routing. All callers to the GOliveBanking system automatically enter a call queue and receive a video greeting, which can be customized based on the customer’s profile. Callers are also provided with the option to view various streamed video clips while they wait. Once in a call with a banker, callers can be routed to other bankers, placed into a conference with multiple bankers, or transferred to external numbers.		Download Video Banking Datasheet

Caller Reports and Recording

GOliveBanking offers comprehensive call logging and reporting, essential for use in dispute resolution, quality monitoring, banker training, as well as meeting legal obligations. The system is able to record all audio, video and text chat sessions, for both caller and banker. GOliveBanking also provides a wide range of call reports and real time monitoring. Reports can be viewed on-line or exported to standard spreadsheet applications.






Functionalities

Call Handling · Cusomer to Banker inbound calling · Banker initiated “invited inbound" calling · Banker initiated outbound calling · Video Call queuing · Intelligent call routing based on time of day, banker skill level, caller priority, caller identification (ANI, DNIS), caller inputs, · Call transfer to other bankers/3-way conference · Call waiting/caller on-hold Caller Management · Caller information display · Automatic caller identification via ANI, DNIS · Built-in database (MS SQL) · External CRM system interface Customer-Banker Interactions · Audio, video and text chat · Streamed video content · Dynamic info sharing Supervision · Supervisor monitoring (audio) · Dynamic assignments/priorities · Dynamic queue management (assignments, priorities) · Dynamic Banker group management and administration (group assignments, skill assignments) · Group and banker scheduler (shifts) Reporting · Graphical, numerical and historical reports · Real-time display status (bankers, groups, current calls) · Bankers statistics · Data exportable to external spreadsheets Deployment · Stand-alone at customer-site · Internal/external CRM · Hosted/managed service