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.