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- From the Demo page, go to the Contact Us menu, click "Request a Callback"
- Select a queue and enter Enter the phone number that will receive a callback and click the "Request a call back" button.
- The system will callback the phone number and connect to an agent.
Scenario 9: Webcall
Users can call the contact center directly from the webpage using WebRTC. They don't need a real phone to place a phone call.
- From the Demo page, go to the Contact Us menu, and click "Web call".
- Enter the phone number you want the call center to see you as your identity and click the "Call" button.
- The system will initiate a call and route to the agent.
Scenario 10: Webchat
- From the bottom of the Demo page, click on the Web Chat bubble.
- Provide some information (Name, Phone Number.....) then connect to an agent.
Scenario
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11: Screen Sharing
While chatting, if agents want to see the user's desktop to support, they can ask the user to share the screen.
- From the chatbox, agents type the sharescreen keyword and hit enter; or click on the Screen Sharing icon at the top bar of the chatbox.
- When users click on the shared link and enter the information to start screen sharing, a confirmation message will show in the chatbox of the agents' desktop.
Agents click the Yes button to receive a screen sharing.
Scenario
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12: Video Sharing
While chatting, if agents want to talk to the user or see their camera, they can ask the user to share the screen.
- From the chatbox, agents type the sharevideo keyword and hit enter; or click on the Video Sharing icon at the top bar of the chatbox.
- When users click on the shared link and enter the information to start video sharing, a confirmation message will show in the chatbox of the agents' desktop.
Agents click the Yes button to receive a video sharing.
Scenario
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13: Email
From the Demo page, go to the Contact Us menu, and click "Email us" or send an email message to the email address primas.customers@gmail.com
- The system will queue the email message using a phantom call to the agent.
- The agent accepts the incoming call and replies to the email message.
- The agent can also call
Click (1) to call the customer.
Click (2) to mark as completed for email.
Scenario
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14: Social Listening
Allow to manage comments on their posts on the Facebook Fanpage platform, resolve sensitive issues, and prevent negative issues from customers (users) before they get worse.
- From the Demo page, go to the Contact Us menu, click "Social Listening" or access the link https://www.facebook.com/primasdemo
- Leave a negative comment on any post.
- The system will make a phantom call to the agent and show the content message.
Scenario
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15: Easy Pay
Allow agents to generate a secure payment link during a customer interaction. The agent can send this link to the customer via email, or SMS or copy the payment link and send it to the customer.
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- Name on Card: can be any name
- Card Number: 4444 3333 2222 1111
- Expiration: the format is MM/YY and it must be a future date
- CVC: three random numbers.
Scenario
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16: Phone Call Campaign
Allow outreach to customers with a specific message through SMS or phone calls. Customer data is imported into the system from an Excel file.
- Call Flow Design App: https://asia-cc.primas.cloud/callflow-design/15
- PrimasCX URL App: Phone Call Campaign - Asia Call Flow
- Message Template: Hello {Patient Name}, this is a reminder from Primas Medicine. You have an appointment scheduled on {Appt Date} at {Appt Time}. We look forward to seeing you!
- Import Outreach Template: PhoneCallCampaign_Asia_Template.xls
Scenario
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17: Post Call Survey
Call the number 6265219821, choose your preferred language, and press 3 for Other Support.
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