• November 4, 2014

Acision Releases forge by Acision Web RTC Platform

Acision, a provider of secure, mobile engagement services and WebRTC technology, has released a full suite of multichannel, rich communication services as part of its forge by Acision platform.

Acision is 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 this, the portfolio also includes secure, multifactor application-2-person (A2P) and two-way SMS messaging.

Acision's suite of rich communication solutions via its forge platform are designed to help contact centers transition from traditional telephony to Web-based, real-time communications. Based on WebRTC technology via the forge SDK, contacts 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. The agent can push product and other information to the user's screen. 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. 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," said Eric Bilange, head of rich engagement services at Acision, in a statement. "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. Together, our portfolio provides countless opportunities to build better relationships with customers when you have instant access to them and they to you."

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