WebRTC Case Studies & Capabilities

December, 2016

Case Study #1International Technology ManufacturerManufacturer & support for PCs, Servers, Monitors, Networking Equipment, etc.

Proof of Concept for Large Technology Manufacturer •Standalone platform for evaluation purposes•Corporate Side Solutions Agent using WebRTC through Google Chrome browser (audio via PC headset)

•Field Service Representative using Apple iPad application with controlled deployment

•Direct routing•No integration to internal systems (Contact Center, CRM)

Field Service - Mobile Application•Service tickets can be initiated offline before contacting an Agent

•Collect Customer information including Service Tag for case correlation

•Capture images to associate to Service Tag•Connect with Agent to initiate/follow up on field service request

•Ability to service same request over multiple visits•Voice/Video call to Agent•Leverage Camera (front and back if applicable) for Agent to gather additional information remotely

Corporate Solutions Agent Web Application•Receive Voice/Video call from Field Service Representative

•Get field service information within web application including Service Tag

•See images collected by Field Service Representative pertaining to service request during call

•Immediate transfer & review of images from field service application

•Agent can switch between front and rear cameras to gather additional information while maintaining call with Field Service Representative

•Toggle between full video frame and thumbnail video

Corporate Solutions Agent User Experience•HTTPS secure authenticated access provided via web browser•Agent application remains idle until receiving a call from Field Service Representative for submitting a claim•With an established call, all related images are immediately transferred to the Agent’s console•Agent can also capture additional evidence in real-time while talking to the Field Service Representative•Standalone platform for evaluation purposes

•HTTPS secure authenticated access provided via Native iOS application•Field Service Representative creates tickets and collects evidence offline•Representative calls agent when ready to submit the ticket and evidence for claim•Reliable mobile data/wifi capable of supporting video calling is required for the call into an agent•Collected evidence is transferred to agent on call connection•Representative can assist agent with camera position for remote evidence collection•Issues can be reviewed and filtered for any follow up reporting

Field Service Representative User Experience

Case Study #2National Automotive Insurer

Claims Submission, Processing & Approval

Real Time Accident Processing •Mobile app to allow for opening claim, submitting photos

•Web app allows corporate side insurance agent to review evidence, approve claim.

•Web app allows corporate side insurance agent to take control of camera for better evidence gathering.

•Direct routing•Integration with existing cloud infrastructure to allow evaluation of all collected evidence from one screen

Customer / Client - Mobile Application•Claims can be initiated

offline before contacting an Agent

•Collect Customer information including policy number for case correlation

•Capture images to associate with claim number

•Connect with Agent to initiate/follow up on claims request

•Ability to service same request over multiple visits

•Voice/Video call to Agent•Leverage Camera (front

and back if applicable) for Agent to gather additional information remotely

Corporate Insurance Agent Web Application•Receive Voice/Video call

from Customer / Client•Get claims information

within web application including claim number

•See images collected by client pertaining to accident

•Immediate transfer & review of images from client application

•Agent can switch between front and rear cameras to gather additional information while maintaining call with client

•Toggle between full video frame and thumbnail video

Corporate Solutions Agent User Experience•HTTPS secure authenticated access provided via web browser•Agent application remains idle until receiving a call from client submitting a claim•With an established call, all related images are immediately transferred to the Agent’s console•Agent can also capture additional evidence in real-time while talking to the Field Service Representative

•HTTPS secure authenticated access provided via Native iOS application•Customer opens claim and collects evidence offline•Customer calls agent when ready to submit the ticket and evidence for claim•Reliable mobile data/wifi capable of supporting video calling is required for the call into an agent•Collected evidence is transferred to insurance agent on call connection•Representative can assist customer with camera position for remote evidence collection•Issues can be reviewed and filtered for any follow up reporting

Client / Customer User Experience

Thank You