Rainbow Verticals Consultation demonstration

Table of Contents Introduction ................................................................................................................................................... 2 Browser pre-requisites for WebRTC .............................................................................................................. 2 How to obtain access to the Demo? ............................................................................................................. 3 How to setup the Demo? .............................................................................................................................. 4 Demonstration .............................................................................................................................................. 8 Contacts ....................................................................................................................................................... 21

Introduction

The target of this demonstration is to show the digital interaction between the end-customer and an

advisor, in the context of a specific Vertical business:

- Bank - Transportation - Healthcare - Hospitality - Education

It is also the opportunity to demonstrate the power of the Rainbow API as the communications services

are proposed through a web portal integration. It demonstrates the CPaaS (Communications Platform as

a Service) capabilities of the Rainbow solution.

In this demonstration, the end-customer user starts the interaction from the Web site of the company

where the Rainbow API allow to chat (instant message) and perform audio+video call with the

advisor/employee of the company, who is using a standard Rainbow client (on PC/MAC or web based).

To run this demo smoothly, you will need:

• An internet connection with an asymmetric link of 1 Mb/s download at least

• 2 laptops If this is your first Rainbow vertical consultation remote demo (eDemo), it is strongly recommended that you familiarize yourself with the entire demo process. This means connecting to the demo platform and completing the demo script in its entirety before executing a customer facing demonstration (this means booking the demo for an additional timeslot).

Browser pre-requisites for WebRTC

Browser Version

Google Chrome Stable Channel (54 and beyond)

Google Chrome web browser is mandatory, no other web browser can be used for this demo.

For optimal use of Rainbow, you should make sure of the following:

• Minimal resolution of 1024x768

• Support for JavaScript MUST be enabled.

• Support for Cookies MUST be enabled.

How to obtain access to the Demo?

The process for access is as follows:

1. When on the eDemo Rainbow Vertical Consultation dedicated booking web page (http://edemo.al-mydemo.com/?page_id=2729):

- fill in the required fields (marked with a *)

- the calendar can help selecting the requested demo timeslot

- a 2 working days delay shall be considered for validation

- “Email” and “ALE email contact” information may be the same if the demo is requested by an ALE employee, or different if the demo is requested by a non ALE employee.

- The “Zone” in which the demo will be run (EMEA, APAC, NAR, CALA) is needed to allocate the relevant support for the demonstration

- Click on the “Submit” button

Once your request is approved, you will receive an email including links to the demo and accounts and

passwords to access the demo:

How to setup the Demo?

1) Connect the end-customer

Start by connecting the end-customer to the Web Portal using the URL link provided at demo

confirmation. When prompted for login/password, enter your Login/password received in confirmation

(FIRST.LAST/ XXXX in the screen capture above).

It is possible to change the “skin” of the demo by choosing the Vertical business in the list at the top of

the page:

Here below is the detail of the Vertical businesses available to change the “skin”:

Below is an illustration of the different “skins” available:

From the web page, login as the customer:

If no advisor is already logged in, you will only see the “logout” button:

When at least one advisor is logged in, you will see the “Chat now” button:

2) Connect the advisor

Use the second PC to connect the advisor using the standard Rainbow client:

Connect as one of the four pre-defined Rainbow user account for advisors in this demo. Refer to the

information provided at demo registration to get the corresponding password:

- Advisor1.level1.rainbow@al-mydemo.com (Level 1): password YYYY - Advisor1.level2.rainbow@al-mydemo.com (Level 2): password YYYY - Advisor2.level1.rainbow@al-mydemo.com (Level 1): password YYYY - Advisor2.level2.rainbow@al-mydemo.com (Level 2): password YYYY

How to demonstrate with multiple advisors (Level 1 and Level 2) ?

The demonstration implements a principle of level of advisors:

There are two levels: Level 1 and Level 2

- Level 1 advisors are the one who will be contacted first when the end-customer requests for a live chat. If you connect two advisors Level 1 then they will be both contacted (meaning automatically put in the same Bubble) when the end-customer requests for a call

- Level 2 advisors will be put in the conversation in case of escalade meaning if none of the Level 1 advisors answer to the request of the end-customer in less than 60 seconds

You need at minimum to connect one advisor Level 1 to carry out the demonstration.

Then you can connect a second Rainbow client as a second advisor Level 1 or as an advisor Level 2.

At maximum there can be four advisors Level 1 and Level 2 connected for this demonstration.

In addition to the web browser page for the end-customer connection, it means that you could have to

manipulate in parallel up to five screens or clients.

Get prepared for that and exercise yourself with the demo before the

live demonstation with your customer!

Demonstration

Synopsis of the demonstration:

- The end-customer starts by interacting with the chat bot to get information (eg. account balance for Bank)

- The end-customer requests direct contact with the advisor - End-customer and advisor interact in live thought instant messages - End-customer asks for a live conversation (voice and video) - Advisor initiates the audio/video call with the end-customer

CUSTOMER VIEW

Start the demo on the customer view side by clicking on the “Chat now” button:

The view below will appear with an interactive conversation box where the customer has a list of

choices:

Select the choices to interact with the chat bot and get automatic answers:

Now the end-customer requests for a direct contact with the advisor.

Select choice “1 – Contact my advisor”:

ADVISOR VIEW

Bot Vertical automatically invite the advisor user when the customer user selects the choice “1 –

Contact my advisor”:

The Bot Vertical creates automatically a new Bubble for the conversation between the advisor and the

end-customer.

Click on the Bubbles tab to see the new conversation:

Bubble view on the advisor side:

Bubble view when an advisor Level 2 user is also connected:

If advisor Level 1 immediately answers to the customer by sending an IM, then the connected advisors

Level 2 are automatically disconnected from the bubble and advisor Level 1 can continue the

conversation with the customer:

After 60 seconds if no answer from one of the advisor Level 1 then an escalation to advisors Level 2 is

automatically performed. Advisor Level 1 are no more member of the bubble:

Advisor Level 2 can manage the conversation and answer to the customer with IM in the bubble:

CUSTOMER VIEW

Customer requests for a live discussion with the advisor online:

The advisor receives the instant messages of the customer in the bubble, and can answer to it:

ADVISOR VIEW

The advisor decides to initiate a voice-only or voice+video call with the customer.

IMPORTANT: Click on the customer card in the members list on the right of the

screen:

Then click on the button to “Make a call to this contact”:

You can select:

- “Video call” for an audio+video call OR - “Audio call” for an audio-only call that you can then escalate with video

CUSTOMER VIEW

Click on “Answer in Video” to start live video conversation between the customer and the advisor:

The video call automatically starts with camera view of the advisor and picture-in-picture of the

customer camera:

In case you start an audio-only call on the advisor side, then the customer will see this view:

Click on “Answer in Audio” to establish the voice-only call:

Then click on the button “Enable Video” to escalade with video in addition to audio already established.

ADVISOR VIEW

The advisor sees the customer camera view, can control the video and audio (mute, release, enlarge

video etc.):

The advisor can talk with the customer, continue to send instant messages with him to share additional

text information in parallel.

Release the call at the end of the conversation.

End the demonstration.

Contacts

eDemo support team:

edemo-support@al-enterprise.com