transcosmos Launches Video Chat Service

PRESS RELEASE: transcosmos inc. launches a WebRTC video chat service after signing an agency agreement for “Moshi Moshi Interactive”, a WebRTC customer service solution provided by NEURONET Inc. The service is one of transcosmos’s initiatives to deliver highly sophisticated, concierge-style customer communication at its contact centers.

Many companies are now facing the challenge to improve customer engagement more than ever before. To achieve the goal, they expect the service quality in call centers to act as concierges, same as the face-to-face sales and in-store customer service. It is critical for businesses to provide highly advanced and sophisticated contact center service in addition to enhance web-based customer support to serve diversified customers, such as foreign visitors to Japan. As one of the solutions to meet their expectations, transcosmos releases implementation and operational support for video chat service. The service delivers two-ways, visual customer support through sharing images and videos via a screen, while supporting customers face-to-face in various occasions.

transcosmos plans to expand the service to 100 seats by 2018, moving towards digital communication services that integrate the cutting-edge digital technology and sophisticated communication skills.

Key features of Moshi Moshi Interactive

・WebRTC customer support solutions via video, voice and text chat
・One-click connection from website to a contact center live operator best suited for each customer. Face-to-face customer service via screen
・Face-to-face customer support while providing co-browsing capability which supports sharing documents, images and videos among multiple users to offer highly personalized and customer friendly service
・Operator supports data entry for customers
・Customers can access the service via PC, smartphone and tablet terminals
・Contact center management function to support customers effectively (assign the best operator based on the customer needs, save operators’ communication log)

Pricing

・Initial cost: starts from 100 thousand yen
・Monthly charge: starts from 36 thousand yen
*Running cost to be quoted separately.

Service examples

Technical support, e-commerce shopping support, consultation service for financial instruments, counseling service for cosmetics and other products, remote support by certified operators for finance, travel, beauty, medicine, nursery care and other industries, concierge service for membership, multi-language support for foreign visitors to Japan and etc.

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