Acision Offers Multifactor Security for New WebRTC Suite



Acision, a provider of secure, mobile engagement services and WebRTC technology, has released a multichannel, rich communication services suite for contact centers, forge by Acision platform. As part of this platform, Acision can facilitate more efficient interactions with customers by providing a host services, including real-time, click to communicate video, voice and messaging interactions, all powered by WebRTC technology for mobile and Web.

 To complement these services, the portfolio also includes secure, multifactor application-2-person (A2P) and two-way SMS messaging. Acision's solutions enable contact centers to offer a far more satisfying user experience in addition to significant cost savings from integrated Web and mobile based solutions.

"While much research suggests that consumers' preferred method of handling customer service queries is still via the telephone due to the personal interaction and instant gratification, there is just as much to highlight that satisfaction levels are poor,” said Eric Bilange, head of rich engagement services, Acision, in a statement. “Consumers get frustrated when faced with IVR, or having to wait on hold for long periods of time, being passed from one agent to another and having to repeat the same information over and over again, demonstrating poor management of customer data, channels and context, and a lack of ownership of the consumer's problem. Ever increasingly, consumers are opting to use alternative channels, particularly via their mobile, to address issues and question, which are seen as even more efficient and instant if provided via chat or social media applications."

Acision's suite of rich communication solutions via its forge platform are designed to help contact centers easily make the transition from traditional telephony to Web-based, real-time communications, while also providing a high quality and seamless customer experience. Based on WebRTC technology via the forge SDK, contact centers can integrate a rich set of communication tools, including video, voice, chat and presence into their mobile and Web applications to initiate a click-to-video, chat or call window, enabling instant discussion with a customer service agent, on any device and wherever the customer is located.

When a CRM platform is integrated with the Web or mobile app, contextual information, such as username, browsing history and shopping basket contents, can be forwarded to the agent when a call or video chat is initiated, so the agent has all the relevant information they need to resolve the query quickly. They can also push product and other information to the user's screen, enabling upsell opportunities. If the user does not wish to have a video call, they can send a message to their customer service agent and have an instant message chat instead, or even do so while they are mid-video call.

"WebRTC opens up a new era of customer service for consumers and it's not all just about complaints or solving queries,” said Bilange. “When provided alongside our secure A2P messaging services, enterprises can also send alerts offering a daily deal, explain that a product has shipped using geo-location services, or view that a new item is available for order. Our white label smart communication and sharing application, fuseMe by Acision, is also part of our multichannel communication mix, which enterprises can customize and integrate into their contact center and mobile strategy for even more personal interaction with customers.”