WebRTC Calling & Cobrowsing

Within Mitel Contact Centre

Mitel WebRTC Cobrowsing

Cobrowsing

Cobrowse with your customers to see, understand and solve their problems in real time. Join existing sessions and get an accurate render of the customer's view. Learn more >


Website Voice Calling

Website voice calling allows your customers to call you from within your website/app with 1 click. No plugins, sign-ins or downloads. Voice calls enter your existing Mitel infrastructure. Learn more >


Video Calling

WebRTC based video calling allows your customers to start video calls into your contact centre from within your website or app. No plugins, sign-ins or downloads required. Learn more >



webcalling customer journey

FAQs


How do voice calls integrate into MiCC?

Webcalls are answered by agents in the same way as normal inbound calls. The Talkative webcall is received by the MBG as a SIP call, then routed through the MCD to a queue or an agent extension. Existing call recording and routing can be used. Webcalls are reported on as normal inbound calls.


How do agents receive video calls?

Video is accessed by the Talkative browser-based console. MiCC automatically screenpops the video console on receiving the voice element of the call. Alternatively, the voice and video streams can be joined by the agent entering the Session ID displayed on the phone screen (all SIP phones) into the console.


What about cobrowsing and customer journey features?

Cobrowsing and real time customer journey data is also accessed by the Talkative browser-based console. Customer journey data is shown in any webcall or cobrowsing session.


Can cobrowsing be used with regular calls?

Yes! Cobrowsing can be used in 3 different ways:

  • 1. Webcalls: MiCC automatically screenpops the cobrowsing console on receiving the call. Alternatively, the session can be correlated by the agent entering the Session ID displayed on the phone screen into the console. Agents then prompt the customer to start cobrowsing.
  • 2. Regular Phone Calls and Mitel Web Chat: Agents ask the customer to read out the PIN from their browser view. The agent enters the Session ID into the console to join the session.
  • 3. Talkative Web Chat: Agents just have to offer a cobrowsing session to the customer, who accepts to begin a cobrowse session.

What does deployment look like?

You just need to attach 3 lines of code to your website, and choose which queues you want the calls to enter!


Which Mitel licences do I need?

Talkative's voice calling works with any SIP based telephony system, which includes Mitel Contact Centre. All you need is SIP trunk licences for voice calling. You can also use IVR licences if you want to configure automatic screenpop of the Talkative console (optional).


How does licensing work?

The Talkative solution is licensed on a per-concurrent session basis. The cloud hosted service is charged on an annually recurring subscription model. Please contact us for exact pricing and on-premise deployment options. Professional Services & 24/7 support options are available.


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Further Information


More information on Talkative's website calling and cobrowsing solutions:

Voice and Video Calling


With just 3 lines of code, you can embed voice and video calling into your website or app. No plugins, sign-ins or downloads required for your customers. Control how and when contact is offered with Engagement Rules.
Unlike with traditional telephony, webcalls are tied into your customer's digital journey. You can see their journey through your website on a real-time and historical basis. Understand when, where and why your customers contacted you.
Accept webcalls into your existing Mitel telephony infrastructure. Talkative converts webcalls into SIP calls so you can leverage existing queuing, routing and recording.

Learn more >

Cobrowsing


See exactly what your customer sees, no matter what browser/device they use, however complex your website. No need for new sessions/tabs. Solution works behind authentication walls.
Joint navigation through website. Synced scrolling. Annotate the screen. Push documents. Fill in forms.
Agents can only see the customer's view of your website, not other tabs or their desktop. You can mask sensitive information from the agent. Comprehensive analytics are provided, with full audit trail of interactions.

Learn more >