Empathy Suite 2.11 Produktübersicht

2.12 Product Overview

One click – One smile Video consultation at your fingertips

About purpleview GmbH purpleview GmbH develops products to analyze and improve business processes, service-level and customer satisfaction especially for carrier and its customers. purpleview's "out of the box" solutions are based on open standards and enable companies of any size the profitable use of voice-applications and intelligent Contact-Center-Solutions.

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Table of Contents

OVERVIEW ...... 5

Connect methods ...... 5 Button Connect ...... 5 Advisor Portal ...... 6 Invitations ...... 6 Online Appointment Service* ...... 6 PIN-Connect ...... 7 Simple Connect Module ...... 7 WhatsApp, Facebook, Telegramm and Insta - Connect * ...... 7 Pop-up Connect Module * ...... 8

Video and Premium Text Chat Module ...... 8 Text blocks ...... 9 Multi-Camera ...... 9 empathy Glass – Agent * ...... 9 Transfer ...... 9 Expert-consult / Forwarding with accompanied transfer ...... 10 Audio- and Video transmission with Flash ...... 10 Audio- and Video transmission with WebRTC ...... 10 Video transmission with Video Lite ...... 10

Multi Text Chat Module * ...... 11

Collaboration Functions ...... 11 Document Sharing ...... 11 Video Sharing ...... 11 Premium Form Sharing ...... 11 Quick Bar and Agenda ...... 12 Direct electronic Signature * ...... 12 Remote electronic Signature * ...... 13 White Board ...... 13 PDF Transfer ...... 13 Desktop Sharing ...... 13 Co-Browsing * ...... 14 Send / Receive Files ...... 14

Video Ident Module * ...... 15

Recording * ...... 16

Recording with ASC * ...... 16

TV Background Module * ...... 16

Report Abuse ...... 17

CIS - Corporate Identity System ...... 17

Online Monitoring and Reporting (M&R) ...... 17

Secure Data Service * ...... 18

Surface / mobile advisor workplace* ...... 18 empathy Glass – Service * ...... 19 empathy Interactive Kiosk * ...... 19

Android and iOS App ...... 19 empathy App by purpleview ...... 20 App SDK * ...... 20

Pre-Survey Module ...... 20

Post-Survey Module ...... 20

Chat Bot API * ...... 21

Web Connect API * ...... 21

Routing Connect API * ...... 21

Inhouse Installation * ...... 21 High availability ...... 21

Overview

The Empathy Suite 2 combines all functions required for an optimal personal consultation via the Internet or at a consultation terminal. The Empathy Suite allows for ad-hoc communication: a single click is all that is needed to use all of the functions. Customers may choose to remain anonymous, no preparation is required, and no software needs downloading. The complete solution can be implemented in such a way that it is not recognized as an external solution. A connection can be established via the website, during a telephone call or through an e-mail invitation. The Empathy Suite can also be used as an outbound instrument. The document intends to show all Empathy modules, which are explained in detail on the following pages.

Connect methods

This chapter summarizes all the functions that make it possible for consultants and customers to find each other. In this case, the initiative for establishing a connection can go out from both from the customer and from the consultant or via a predefined set of rules. The consultation can be initiated ad hoc or planned.

Button Connect By inserting a few lines of HTML source code into your web page, a button will be displayed to start a consultation on your web page. Here a visitor of your web page establishes a connection to the next free advisor by clicking on the button. The appearance of the button can be configured depending on factors such as consultant availability or technical capabilities of the customer browser. Optionally, the image of the next available free consultant above the button can be displayed. Different buttons e.g.: For sales and customer service establish a connection to the appropriate consultant group. A consultant can also be present in two or more groups at the same time.

Advisor Portal The portal also only needs a few lines of HTML source code on the website. It consists of an overview with photos of your advisors and shows each consultant whether he is currently available for a call or whether to expect a wait. The portal allows a visitor to your website to select "his" advisor.

Invitations With the Invitation function, video consultations can be scheduled and a link to the start of the consultation can be sent by e-mail to the participant. It can be freely defined whether the invitation to video consultation refers to only one consultant or to a group of consultants. All upcoming appointments are clearly displayed in a list.

Online Appointment Service* In co-operation with the emnicon AG an appointment can be made for a video consultation, but also for a consultation on the telephone, in a branch or at home by the customer even on your web page. Which options are offered for which topic is configured in advance. The availability of consultants is determined by their calendars in combination with basic settings such as general consultation times. The sophisticated software from emnicon offers appointment confirmations by e-mail. In addition to the created appointment, a QR code e.g.: for printing on the business card of the consultant can be generated. Likewise, the appointment booking can be offered via an advertising banner on any other website. The system ensures that there are no sched- uling conflicts through the various input channels and that the "internal appointments" of the consultant are considered. Coupling the products automatically synchronizes with empathy's induction module. The leading system is the online appointment of emnicon.

PIN-Connect A consultant can use the PIN-Connect feature to connect the empathy suite during a live telephone conversation. He forwards his caller a PIN, which he has generated in the empathy advisor desktop. The interlocutor enters the PIN into an input field on the website of the consulting company and establishes an empathy connection directly to the consultant. The conversation partners can then end the call and continue the conversation directly through empathy or use empathy in parallel to the phone call to use the extensive Collaboration functions.

Simple Connect Module With Simple-Connect a video consultation can be started via a simple link. Embedding empathy Connect methods may be limited in some very restrictive content manage- ment systems. Even in this case, however, it is usually possible to include a simple link and thus actively offer video consulting despite restrictions. In addition, Simple Connect can also be used to enable the direct start of a consultation via the scan of a QR code, which is located, for example, on an expose. Also, a direct start of a consultation can be realized by clicking on an advertising banner located on any website.

WhatsApp, Facebook, Telegramm and Insta - Connect * By linking empathy with the MessengerPeople GmbHs software, empathy has the additional input channels WhatsApp, Facebook Messenger, Telegram and Insta at its disposal. Messages coming in through these channels, like any other message, are routed to the empathy advisor desktop and edited like a normal text chat. The consultant has the possibility at any time to transfer the chat into a secure empathy chat. After that, all other functions of empathy are also available to him. Within the MessengerPeople solution, newsletters can be sent. If individual recipients respond to it, the chat dialogue is provided to an empathy consultant. In addition, MessengerPeople offers the possibility to create simple chatbots for the inbound channels.

Pop-up Connect Module * The Pop-up Connect module proactively provides personalized advice to selected website visitors. The selection is made based on a flexibly configurable set of rules that takes into account both the behavior of the visitor of the website and the availability of the consultants. For the website visitor, the system is invisible until a pop-up window invites him to a personal consultation. An online monitoring enables a continuous optimization of the set parameters of the regula- tions. Of course, the layout and content of the pop-up Windows can be freely defined. Web page visitors can see a popup text depending on the triggering rule. This makes it clear that this is a personal invitation.

Video and Premium Text Chat Module

Empathy communicates through three channels: Text Chat, Audio Chat and Video Chat. The bi- directional text Chat is always available. You can individually configure the use of the audio and video signal on the consultant and on the customer side. The availability also depends on the technical possibilities of the respective visitor to the website. In most cases, the consultant has shared his video image and audio. The visitor of the website should be given the choice to unlock his camera and his microphone only after the beginning of the conversation. The consultant can decide at any time in which of 3 possible sizes he wants to transfer his video image. If you choose a small picture of a consultant, the empathy window overlays the underlying website only slightly. This mode is therefore particularly suitable when it comes to advice or assistance related to the website content. If a screen-filling advisor picture is selected, the empathic contact stands in the foreground. Also, for explanatory products, which are to be shown by video, a particularly large representation is suitable. A still image and a pause function complete the range of functions. The transmission of the streaming data is optimized for high image quality with the lowest possible transmission bandwidth and very low latency. The empathy suite allows you a pleasant and natural communication.

Text blocks With text blocks, the consultant can also respond to the customer via Text Chat quickly and efficiently. Text blocks are sorted into categories and the categories can only be made acces- sible to specific agents or groups of agents. Selected consultants may be given the right to maintain the text blocks directly within the advisor desktop.

Multi-Camera With empathy products can be presented from different angles. The consultant can switch to a handheld camera or a desktop camera to show off product details. Up to 4 cameras can be connected and controlled by the consultant. On the customer side, several cameras may be connected too. The empathy configuration determines whether the customer needs to decide which camera to choose or whether the consultant may switch them.

empathy Glass – Agent * In many cases, it can be very helpful to show the customer a technical device, a car, a piece of furniture or a showroom during the consultation live. Small things can easily be held in front of the camera. But that's not as easily possible with larger items or devices that need to be operated simultaneously. For example, if the consultant wants to demonstrate the navigation system of a car, he must be able to move freely and, if possible, have both hands free. In this case, the consultant puts on the augmented reality glasses with empathy Glass Agent software installed and looks at a QR code on his screen. This switches to the glasses and the customer sees the world through the eyes of the consultant. The audio communication also switches to the glasses and the consultant can go to the showroom together with the customer. The conclusion of the consultation is then again on the normal camera at the workplace of the consultant.

Transfer With the Transfer Module it is possible to transfer an ongoing consultation to another consultant. The first consultant will be shown the status of the transfer destinations that have been approved for him. Should the target be a single adviser who does not accept the call then the client will be di- rected to the advisor's group, so the conversation is not lost. The customer can also be transferred directly to a group, and the next freelance consultant of this group will then take over the interview.

Expert-consult / Forwarding with accompanied transfer In addition to a transfer, the consultant may also have another advisor, e.g.: a specialist for a specific customer concern, to add. Each participant in the conference sees the other two participants (the customer is only visible if he has shared his own camera image). Both consultants see all content shared with the customer, with one consultant always in control. One of the consultants can leave the conversation at any time, the other consultant con- tinues the conversation with the customer. This results in the additional possibilities of expert consultation and accompanied transfer to another consultant (warm transfer).

Audio- and Video transmission with Flash Flash is a discontinued standard that can be used, among other things, for real-time video / audio communication in the web browser. As a product that has been on the market for many years, empathy fully supports this standard. In practice, Flash is still used in 20% of calls (as of July 2018). Decisive here are the technical conditions on the site of the respective visitor of the website, after which we address ourselves with empathy.

Audio- and Video transmission with WebRTC WebRTC is the current standard for real-time video / audio communication in web browsers. All current browsers support this standard - be it on stationary or on mobile devices. Thus, in empathy, this standard is applied in most cases. If empathy detects that WebRTC is not available in a call, the older standard Flash will be used if desired.

Video transmission with Video Lite Video Lite is activated when a video connection via Flash and WebRTC is impossible. This may be the case if the older browser used does not support both functions, or if the functions are blocked by a very restrictive firewall setting. When using Video Lite, only the consultant image is transferred. You have to set up a telephone connection in parallel or use the text chat.

Multi Text Chat Module *

Parallel to the empathy video consultation, a version of empathy optimized for multiple text chats is available. A consultant chats with up to 6 customers at the same time. The maximum number of available chat windows is user-configurable. Thus, customers can alternatively be served via a (multi) text chat or a full-fledged video chat. Of course, a consultant, if he has a license for both variants, can also upgrade a text chat to a video chat. However, it is more likely that a text chat will be forwarded to a video chat consultant if necessary. Optionally, the customer can also be given a choice in the pre-survey whether he would prefer a text chat over a video chat and vice versa. The connect methods can also be configured accordingly. In order to avoid losing track of multiple text chats as a consultant, the text chats are reduced to the essentials. If it turns out in a multiple text chat that the collaboration features are needed, you must upgrade to a video chat or redirect the customer to a video chat advisor.

Collaboration Functions

This chapter brings together all the functions needed for the simultaneous, mutual work of consultants and customers on documents, forms, graphics, web pages or any applications on the consultant's PC.

Document Sharing Documents, graphics, videos, brochures – basically all documents that support the consultation - can be stored in the empathy library. During a counseling session, the consultant can display it at any time and look at it together with the visitor to the website. The Advisor image shrinks automatically to make room for the document on the visitor's screen of the website. The control lies with the consultant, who can scroll and zoom freely in the document. Consult- ants and visitors always see the same document detail. Both sides can set so-called Interaction Dots by mouse-click to highlight certain points in the document or graph.

Video Sharing The empathy media library also stores videos that can be accessed during a consultation. The control is on the side of the consultant, who can jump back and forth in the video. empathy ensures that website visitors and consultants always see the same part of the video.

Premium Form Sharing In the course of a consultation, the advisor can display PDF forms that he and his client can edit at the same time. No PDF reader is required for viewing and editing. The PDF forms loaded in the empathy library are available to all consultants. Even with forms, the control is on the side of the consultant. He can scroll and zoom freely, empathy ensuring that both parties always see an identical section of the form.

The empathy Suite also keeps the input fields in sync so that input from both sides is possible at any time. But you can also define form fields that can only be input from one side. So, it may be useful, for example, to allow the confirmation of the terms of use for the customer only. The completion of a form can be interrupted by the adviser at any time, e.g.: checking again together to take a look in a price overview. Afterwards editing the form can be continued. Once the form processing has been completed, the form will be available to the consultant as well as the customer either as a PDF download or it will be sent automatically after the interview (depending on the configuration). In addition to the PDF document, the entered data will be kept in a database during the call. An automatic transmission to a connected system at the end of the call can be implemented if desired.

Quick Bar and Agenda If a counseling session is scheduled in advance, the counselor can prepare the interview. He can create an agenda and put documents, forms, etc. from the Media center into the Quick Bar. Forms can also be pre-filled. The prepared documents are stored together with the agenda and can be reloaded at the beginning of the conversation. During the counseling session, the agenda can be faded in again and finished points for the customer can be checked off visibly. During the ongoing conversation, the Quick Bar also collects all additional documents already called. Using the Quick Bar, you can then toggle between the documents stored there with a single click, which in turn significantly improves the ergonomics of the media library.

Direct electronic Signature * At the end of a consultation, a contract should be concluded in many cases. With the help of the direct electronic signature, the contract can be deferred during the conversation. This happens with the finger on the display, if the discussion is led for example on a Tablet. Alternatively, a smartphone can be added, making it the signature pad. Both pre-filled premium forms can be signed directly, as well as any PDF documents that are stored on the consultant's PC or that were generated during the consultation by other systems. After the signature, a PDF document is generated which contains not only the simple image of the signature, but also data about writing speed, writing direction and pauses. The data is signed and encrypted. The customer receives the PDF for his documents and the consultant for storage in corresponding systems for further order processing.

Remote electronic Signature * In the course of a consultation, a contract is filled out in many cases, which the customer may want to look at once again at rest after the conversation and then also to be able to sign. A direct signature during the conversation can be unfavorable for legal reasons, because with larger contracts it cannot be demonstrably ensured that the customer had enough time to read the content completely. Therefore, all relevant documents are placed at the remote signature app in the so-called eDocBox, which the customer can open after the call, to take a look at everything again. Fur- thermore, the customer can sign the documents. This happens with a finger on the display, if the eDocBox was opened, for example on a tablet. Alternatively, a smartphone can be paired, making it the signature pad. The consultant has all documents pending for signature in the overview. Once a document is signed, it can be downloaded as a PDF. In addition to the simple image of the signature, the PDF document also contains data about writing speed, writing direction and pauses. The data is signed and encrypted. The PDF can be used by the consultant for further order processing in downstream systems. If a customer signs up for a document that has not yet been signed because he still has a question, the consultant can answer this question and then obtain the signature by direct signature.

White Board By using the white board, the consultant can also clarify his thoughts to the customer through free drawings. It is drawn on a white board using freely configurable pens (pencil, highlighter, brush, etc. are possible). To draw either the mouse or a simple graphics tablet can be used.

PDF Transfer At the end of a video consultation, a PDF file in which the conversation is documented can automatically be sent to the customer. In addition to the text Chat history, the PDF also contains all documents viewed and all completed forms. If videos were viewed, the PDF document contains a link to the video. For reasons of data protection, the PDF document is encrypted with a password that the customer has defined during the course of the consultation.

Desktop Sharing Desktop Sharing allows the consultant to show part of their desktop, or the Windows programs running there, to their customers. The consultant can freely define the section visible to the customer. He always has control over when the transmission to the customer starts and pauses. He can also use this information to display information that he retrieves from company-internal systems. A white-list mechanism ensures that only content from previously shared programs is visible. This way, unintentional impressions, e.g.: suddenly opening messenger windows are excluded from the customer. This function also requires neither a software download nor a browser plug-in on the customer's computer.

Both sides can set so-called Interaction Dots by mouse-click to emphasize certain areas on the desktop. In addition, the consultant has the option of freehand drawing within the transmitted content. Here you can either draw with a "pencil" or mark with a "highlighter". In addition, the consultant may give the customer the opportunity to operate the transferred screen area with the consultant from the customer's device. Thus, for example, screenshots or forms stored locally on the Consultant PC can be filled out jointly by consultants and customers.

Co-Browsing * The co-browsing module enables both participants to view websites together. The system ensures that both sides have an identical view of the website visited. Co-Browsing is available in two different variants. Depending on the application, the appropriate Co-Browsing variant should be chosen. - Embedded Co-Browsing enables the start of co-browsing in the context in which the customer is currently located. For example, the consultant can help if a payment process fails - without first having to refill the shopping cart together. To enable this type of co-browsing, it must be integrated into the website. It can only be visited together websites that are prepared accordingly - usually only own websites. - Global Co-Browsing allows consultant and customer to visit any web pages together. No adjustments are required on the visited websites. Co-browsing begins on the page where the customer started video consulting. An entry into the current session, as described in embedded co-browsing, is usually not possible here.

Send / Receive Files Whether log files, Word documents or image files - this feature allows your video consultant and his client to exchange any files. This is done under the control of the video consultant, who initiates a transfer in one direction or the other and can also stop at any time.

Video Ident Module *

Often an identification procedure is inevitable for providers of services that must comply with certain customer data security policies (such as banks, credit companies, collection agencies, etc.). With the module Video Ident for empathy, purpleview offers the possibility to carry out this identification procedure comfortably from home, without additional passages to the post office and without agreement of additional dates. For example, a visitor to a web page who has gone through the account opening link on the website of a fi- nancial institution must be identified in order to complete the account opening process. In addition to the well-known Post Ident method empathy can now offer him direct legitimacy in video chat, which is started with a simple push of a button. The legitimacy data can be transferred to the Video Ident procedure in different ways. Also, during the legitimation data - if so provided - still data can be detected or corrected. By process definitions quite different test sections can be deposited. The most comprehensive test covers all the test steps specified by BaFin. For other business transactions, a subset of the test steps is usually sufficient. Of course, any documents and identity documents can be stored for review. Examples from practice are purchase receipts / invoices, driver's licenses, or credit cards etc. Legitimation can be performed both on the PC and via mobile devices. If the camera connected to the PC does not provide the required picture quality, a smartphone’s camera can be added during ongoing identification. Upon completion of the procedure, all result data and screenshots - if the module Recordings is also used - the audio and / or video data are transferred to downstream systems for further processing. A permanent storage in the empathy system does not take place for data protection reasons.

Recording *

With the optional Recording module video consultations and video accompaniments can be recorded. Specifically, the entire advisor desktop is recorded along with all the audio channels. The record shows the customers and consultants pictures as well as all shared documents. This is especially useful for the documentation of advice or as proof of identification. This module can also be used for training and improving the quality of video consulting. The recording produced by the Recording module is provided as an MP4 encoded video file along with XML files with all available metadata. Via a pre-survey, the general possibility of video recording for the respective conversation can be made dependent on the customer's consent.

Recording with ASC *

As part of the technology partnership with ASC Technologies AG, it was possible to record empathy video calls within the software neo from ASC. The recording is controlled via empathy, the further processing and archiving in ASC neo. Simultaneous archiving of all communication channels in combination with the possibility to provide all shots for a business transaction, as is possible with ASC neo, is a prerequisite for MiFID II - compliance, for example

TV Background Module *

Normally, a branded background is used for the video counseling. Here, for example, printed forex plates are used with the company logo. However, this is not possible if the same consultant accepts video calls for different brands. The additional module TV Background was developed especially for this application. Here is a simple flat screen television mounted behind the consultant on the wall as a background. With the empathy advisor desktop the wallpaper suitable for conversation is displayed on the TV. Special settings ensure that the picture on the TV in the video consulting is perceived as a simple background wall.

Report Abuse

From time to time it happens that the etiquette of empathy users on the part of the customers is not adhered to, be it verbally or visually. In such a case, the advisor can report this abuse by clicking a button. This saves the data needed to identify the customer. These can then be read out by the administrator and forwarded to the law enforcement authorities. The customer receives information about the report of the abuse. In addition, it is possible to configure that the call is terminated, and the IP address of the subscriber is blocked for further calls over a certain period.

CIS - Corporate Identity System

With the Corporate Identity System, the look of the empathy Suite can be fully adapted to your corporate design. In addition, the individual function modules can also be arranged individually or faded in or out. We implement this for you comfortably with little expenditure over a template system.

Online Monitoring and Reporting (M&R)

The empathy Suite provides web-based monitoring and reporting for both your consultants and your team leaders. The online monitoring integrated in the consultant desktop displays the most important key figures. The consultant gets an overview of the current situation (call volume, waiting times, etc.) and thus the opportunity to better organize your own work. The team leaders always have an up-to-date overview of the overall situation and can respond im- mediately in the event of bottlenecks. In addition, you will get an overview of the actual use of the media library and the communication channels and can also follow-up if necessary. Furthermore, the available input channels, the team status and the staff status of the assigned teams are shown. Temporally available dimensions are: Now, the last 60min, day, T-1, current week, W-1, current month and M-1. The online monitoring uses parts of our solution Enterprise Insight. In addition, if a usage license for Enterprise Insight is acquired, it is also possible to provide individual screens in addition to the standard screens offered with little effort.

Secure Data Service *

All data generated in the course of a video consultation and the resulting reporting data can be automatically transferred to one of your servers in your facility using the Secure Data Ser- vice. Which data is stored exactly where can be configured in detail. This way you have the protection and security of this data completely in your hands. In the empathy cloud, the data is automatically deleted after a preset time. In the next step, the stored data can be processed automatically in the user's home. This could be an import of the reporting data into your data warehouse.

Surface / mobile advisor workplace*

With the use of a Surface tablet as a consultant's workplace, the consultant is no longer tied to a permanent workstation. The consultant can go to the exhibits or products, show their workmanship and quality and demonstrate their functions. The Surface Tablet supports staff to explain customers the products and their operation. The Surface tablet lends itself to being powerful enough to send the advisor video. Good cameras on the front and back of the tablet make it possible to show both the consultant and the products without hectic rotation. When using a Surface license, the user interface optimized for touch operation is ready to be used. The use of a surface tablet can also make sense if only one Thin Client PC is available at the consultant workstation, which is normally not dimensioned for real-time video communication. Here the consultant desktop can be used on the Surface, while ApplicationView and co-browsing - controlled from the surface - can be used on the Thin Client PC.

empathy Glass – Service *

In so far as local service employees require support from the company headquarters for a customer deployment, empathy Glass - Service can be used. The on-site employee has both hands free, while the colleague at headquarters can see what the employee's eye-picking camera is doing on-site. The colleague at the head office has the option to show mediacenter content (for example circuit diagrams) in the glasses and to set Interaction Dots. empathy Interactive Kiosk *

empathy interactive kiosk systems are seamlessly integrated into the empathy infrastructure. Thus, the consultation can be offered simultaneously via the Internet and at stationary terminals. As long as no advice is offered, a sequence of videos and graphics will be displayed in full screen. Depending on the consultant availability, different videos or pictures may be displayed. Accordingly, it can also be controlled whether counseling is actively offered or not. A consultation is started by touching the screen. Depending on the selected device, you can change handsfree operation and telephone handset operation at any time by picking up and hanging up the handset. Depending on the application and the kiosk hardware used, a hands-free operation can also be implemented without a telephone receiver.

Android and iOS App

Empathy consulting can be offered via web browser on Macs, laptops, MacBooks and mobile devices such as Android and iOS smartphones / tablets, in the empathy app available to all customers, as well as on kiosk systems. In addition, the empathy video consulting can also be included as an integral part of your own Android or iOS app. Our SDK is available for this.

empathy App by purpleview purpleview empathy apps are available in both the Google Play store and the Apple App Store. The app includes all features of empathy and can be used for a full video chat. After opening up the app, a portal will appear with the customers who can be reached via the app. By starting a video consulting a connection with the corresponding consulting group of the customer is established. Due to technical limitations on these devices, some collaboration features are limited.

App SDK * With the help of the APP-SDK empathy users are able to provide their own app for video consulting or to integrate this function into an existing app. The SDKs are available for both Android and iOS. The functions co-browsing and file sending and receiving are in the empathy apps inherently limited use.

Pre-Survey Module

The empathy suite's pre-survey module can be placed in front of the consultation. Of course, the layout and content of the pre-survey can be freely defined. You can request information or just confirmations, e.g.: to the privacy policy. We implement this for you comfortably with little expenditure over a template system. Data entered in the pre-survey can be viewed by the consultant during the call. For each input field, you can define separately whether the entered data should be saved or deleted after the end of the conversation. If the storage of the data has been activated, an individual interface must be implemented for retrieving the data from the cloud.

Post-Survey Module

A post-survey can be displayed after a consultation. In doing so, a separate survey can be presented to both the consultant and the customer. Of course, the layout and content of the post- surveys can be freely defined. We implement this for you comfortably with little expenditure over a template system. Furthermore, external surveys can also be called. Captured data is stored in a database. To retrieve the data from the cloud, an individual interface must be implemented.

Chat Bot API *

By using this API, chat bot systems can be integrated as a virtual advisory group. The chat bot can first try to clarify a customer request. If he realizes that this is not a trivial matter, he can forward it to a human adviser. The previous chat history is of course also handed over.

Web Connect API *

The individual connect methods can very easily be integrated into the web page by embedding fewer lines of HTML source code. In some cases, this integration should be very individual, or it should be added own functions, or it should be data, which were recorded on the website, are handed over to the video consulting. These requirements can be met by using the Web Connect API.

Routing Connect API *

If a dedicated video consulting team is deployed, empathy can be run stand-alone. The decision as to which consultant speaks to which customer - that is the routing - is displayed in empathy. If the same consultants are to receive phone calls as well as video chats or text chats, the Routing Connect API can be used to establish a connection to the routing of the ACD. In that case, the ACD software would do the routing for empathy as well. Thus, a simultaneous operation of all channels on a consultant workstation is easily possible.

Inhouse Installation *

empathy is offered by purpleview as a cloud solution and for installation in its own computer center. In the customer's facility, a complete installation of a high-availability system can be car- ried out.

High availability If required, the empathy platform can also be installed highly available. In doing so, two identical platforms will be set up. A system is used as a productive system. The other system is used as a warm standby. Except for the databases, which constantly replicate in the background and thus reconcile all configuration and reporting data, the systems are not connected. purpleview provides a watchdog mechanism that monitors the components of both platforms and, if necessary, initiates a switchover to the warm standby system. Alternatively, purpleview can also reveal the mechanisms for querying the system state, whereby high availability can be implemented by the customer without using the purpleview Watchdog. You can use several stream servers to which the load is distributed.