Virtual Customer Service

Multiple Digital Sales Channels

Virtual Customer Service & More

Video Customer Service and Client Authentication with complete Call Center functionality and features

With our live, online video service you can bring closer your clients give them an option to identify themselves and increase the value of your company with this safe and comfortable business solution.

A new, efficient and easy-to-deploy virtual customer service solution for major providers of the financial, insurance, telecom, utility, government sectors.

Case Study

Convenient and fast contact

After filling out an online form, clients will be able to get in touch with your representative with a single click. No installation required, the solution is available from the most frequently used browsers.

Customer Service module

Call center features and functions enable the operator to answer video calls, while workflow management makes it possible to accomplish various management processes before, during and after the videochat. All processes can be transparent, supervised and managed by different types of users with different rights.

Client identification

Clients are identified by a two-factor authentication. First an e-mail or an SMS is sent to the client, while in the second step pictures are taken of the clients’ personal documents.

Data recording and processing

After gathering information and personal documents from the clients, an OCR software integrated into FaceKom extracts the necessary information from the clients’ personal documents to compare them with the details provided by the clients in advance.

Organizing data

All of the recorded data are easily retrievable and forwarded to your existing systems (database, CRM, Call Center).

Replaying records

FaceKom software records everything right after the client enters the videochat room. The complete video is recorded. Timeflags are used for easy retrievement.

Digital signature

After identification the client has the possibility to sign documents digitally by using FaceKom Application which makes the whole procedure convenient, fast and more effective.

Convenient and fast contact

After filling out an online form, clients will be able to get in touch with your representative with a single click. No installation required, the solution is available from the most frequently used browsers.

Uploading the necessary documents

Clients can upload the necessary documents right after providing their personal data. These data and documents are checked by the operator during video identification procedure.

Presentation

The operator has the opportunity to give a presentation on a particular offer. If the offer appeals to the clients, live stream videochat provides a great platform for giving client details and their identification.

Customer Service Module

Call center features and functions enable the operator to answer video calls, while workflow management makes it possible to accomplish various management processes before, during and after the videochat. All processes can be transparent, supervised and managed by different types of users with different rights.

Client identification

Clients are identified by a two-factor authentication. First an e-mail or an SMS is sent to the client, while in the second step pictures are taken of the clients’ personal documents.

Data recording and processing

After gathering information and personal documents from the clients, an OCR software integrated into FaceKom extracts the necessary information from the clients’ personal documents to compare them with the details provided by the clients in advance.

Organizing data

All of the recorded data are easily retrievable and forwarded to your existing systems (database, CRM, Call Center).

Replaying records

FaceKom software records everything right after the client enters the videochat room. The complete video is recorded. Timeflags are used for easy retrievement.

Digital signature

After identification the client has the possibility to sign documents digitally by using FaceKom Application which makes the whole procedure convenient, fast and more effective.

Convenient and fast contact

After filling out an online form, clients will be able to get in touch with your representative with a single click. No installation required, the solution is available from the most frequently used browsers.

Uploading the necessary documents

Clients can upload the necessary documents right after providing their personal data. These data and documents are checked by the operator during video identification procedure.

Presentation

The operator has the opportunity to give a presentation on a particular offer. If the offer appeals to the clients, live stream videochat provides a great platform for giving client details and their identification.

Customer Service Module

Call center features and functions enable the operator to answer video calls, while workflow management makes it possible to accomplish various management processes before, during and after the videochat. All processes can be transparent, supervised and managed by different types of users with different rights.

Client identification

Clients are identified by a two-factor authentication. First an e-mail or an SMS is sent to the client, while in the second step pictures are taken of the clients’ personal documents.

Data recording and processing

After gathering information and personal documents from the clients, an OCR software integrated into FaceKom extracts the necessary information from the clients’ personal documents to compare them with the details provided by the clients in advance.

Organizing data

All of the recorded data are easily retrievable and forwarded to your existing systems (database, CRM, Call Center).

Replaying records

FaceKom software records everything right after the client enters the videochat room. The complete video is recorded. Timeflags are used for easy retrievement.

Digital signature

After identification the client has the possibility to sign documents digitally by using FaceKom Application which makes the whole procedure convenient, fast and more effective.

Convenient and fast contact

After filling out an online form, clients will be able to get in touch with your representative with a single click. No installation required, the solution is available from the most frequently used browsers.

Customer Service Module

Call center features and functions enable the operator to answer video calls, while workflow management makes it possible to accomplish various management processes before, during and after the videochat. All processes can be transparent, supervised and managed by different types of users with different rights.

Organizing data

All of the recorded data are easily retrievable and forwarded to your existing systems (database, CRM, Call Center).

Replaying records

FaceKom software records everything right after the client enters the videochat room. The complete video is recorded. Timeflags are used for easy retrievement.

Digital signature

After identification the client has the possibility to sign documents digitally by using FaceKom Application which makes the whole procedure convenient, fast and more effective.

Main features

Software modules

Facekom - Base (On-premise white label solution)

  • Audio/video and chat communication between clients and operators with WebRTC
  • Admin role: system settings, reports, archiving
  • Supervisor role: managing operators, managing opening hours, replaying recorded videocalls
  • Operator: answering incoming calls, LDAP authentication, text chat
  • Client outgoing video call
  • Responsive design
  • Client feedbacks
  • Switch between front and back camera (mobile)
  • Callback request
  • Internet Explorer plugin
  • Video recording
  • Client management

Client identification

  • OCR functionality
  • Screenshots
  • WorkFlow management
  • Form Filler
  • CRM & SAP Integration

Contracting

  • Electronic signature infrastructure
  • Contracts management
  • WorkFlow management
  • Smartphone app SDK

Customer service

  • Call center integration
  • Screenshots
  • Landline/mobile incoming calls
  • Presentations
  • WorkFlow management
  • Document sharing
  • Screensharing
  • CRM & Ticketing integration
  • Incoming call management
  • IVR integration

Optional integrations

  • Call center integration
  • Smartphone application integration
  • SAP integration
  • CRM integration
  • Front-end integration

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