Real Time Communications Featured Article

GENBAND's Kandy Helps Clients More Effectively Engage with Customers

November 05, 2014

Delivering unique and high quality customer experiences has become a central focus of many businesses recently. One of the key tenents of engaging customers is connecting with them where they are. GENBAND’s Kandy solution, which is being demonstrated this week at the Customer Engagement World Conference and Expo in New York City, enables just that.

Kandy is a platform-as-a-service that allows service providers like the telcos expose their network resources using APIs, SDKs, and Quick Starts so developers can more easily leverage them to bring real-time communications to their applications. One key arena for which developers and clients are putting Kandy to work is in customer experience.

That’s because Kandy enables businesses to connect with their customers in the places they choose to be and work, and it allows them to expedite the introduction of real-time communications features in the interfaces of their choice by providing an array of network resources in easy-to-use building blocks.

GENBAND will demonstrate a variety of Kandy use cases that relate to customer services at the event this week, which takes place today and tomorrow.

One of those demonstrations involves SAP’s implementation of Kandy. SAP is using Kandy to enable call center functionality with WebRTC, allowing customers to click on a Web link to communicate with agents via IM, voice, or video.

SAP also employed Kandy and WebRTC in its field service software, which provides a database repository for all actions taken on a particular item. (In this case, the customer is a piece of machinery and its owner.) A full record of maintenance, including who and what was done to an item, is kept on file, with additional help added through a 3D CAD graphic tool to illustrate how a particular piece or part needs to be replaced. In case of difficulties, a technician can use WebRTC from the service page to call the dispatch office for assistance, opening up a video chat to provide a direct illustration of a problem. If necessary, subject matter experts can be brought into the discussion for consultation.

Toy Genius is another example of a company using Kandy. In August, the toy retailer went live with a website through which shoppers can communicate in real time with clerks that can tell them about products, answer their questions, and trigger videos showing those products in action. While talking with online clerks, shoppers can continue browsing the Toy Genius website, and the clerks can see what they’re looking at to engage them in conversations about additional products on which the shoppers have paused. Not only can the clerks interact with and share information with shoppers, they can put the products customers select into virtual shopping carts and move shoppers to the checkout when the time is right. These real-time communications features on the website are powered by Kandy.

But this is just a small sampling of what’s possible with Kandy, which greatly simplifies the process of building or extending applications with real-time communications capabilities so organizations and their third-party allies can create more engaging experiences.

Edited by Maurice Nagle

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