By adding the Oracle Live Experience web component to your web pages, your users can engage in live audio and video conversations with your associates directly from within your web site. Additionally, your associates can use the web component screen sharing function to share application windows of interest with your customers, access an annotation tool to highlight specific areas of the screen.
Once you've integrated the component in your web pages, you'll see the web component pop up with capabilities as defined in your engagement scenarios including a custom greeting string:
For details on creating custom engagement scenarios, see Live Experience Engagement Scenarios: Choosing the Right Digital Channels for the Job.
Your associates can handle many engagements using simple two way audio.
In the image below, the web component invites a customer to contact an associate using audio.
After clicking the microphone button and connecting to an associate, your customers have access to audio call features via a clean, unobtrusive interface, without any additional coding on your part:
If you want to enable your associates to engage customers with an associate-side video feed, you can do that too, something you might find useful for more personal scenarios and high value customers as well as providing live product demos.
In the image below, the web component invites a customer to contact an associate using an video feed (with full audio, of course).
Once connected, your customer has an audio and video feed of the associate.
Short codes are a quick and easy way for an end user to contact an associate directly. For example, if an end user is already talking with an associate over a regular phone line, the associate can instruct the end user to a short-code enabled app or website and generate a short code that can be used to start a screen-sharing meeting.
Using short codes to start meetings is supported on the iOS and Android Mobile Component and on the Web Component.
See Live Experience Short Codes: What are They and How do They Work? for information about configuring short code engagement scenarios.
See Create an Instant Meeting and Invite Participants for information about starting a meeting with a short code.
You can also allow your associates to request that a customer enable their video feed, if enabled in an engagement scenario, something that might be useful if an associate needs a customer to show their product to demonstrate a problem or defect, or, perhaps, show an issue to a medical professional.
When an associate initiates a customer video upgrade request, the web component asks for the customer's permission.
If the customer accepts, they'll first see a preview feed with Accept and Cancel controls so they can adjust their camera (or themselves), and, once they accept, they'll see a two way audio video feed with options to maximize, restore, and minimize the size of a video feed as well as an option to turn off their own video feed.
You can configure an engagement scenario that enables your associates to share their screen with customers and vice versa, useful when discussing documents or illustrating application work flows.
When your associates requests a screen sharing session with a customer, the web component asks the customer's permission.
If the customer accepts, they'll see another video window containing the associates shared window. They'll have controls to maximize and minimize the screen sharing feed, and they'll be able to follow the associate's mouse pointer and see any changes in real time.
If a customer or an associate needs to highlight a particular area of a Live Experience enabled web app, during screen sharing or video sessions, they can use the annotation tool.
The annotation tool allows the customer or the associate to draw on the shared screen, highlighting things for the other party.
The associate sees the same annotations in the Associate Desktop, and the annotated session is saved along with the recording.
During a video session, when a customer is sharing their camera with the associate, the associate can use the annotation tool to highlight things to the customer.
A key advantage of engaging with customers directly within your web site is the ability to leverage customer context from your site. Armed with context information, you can then determine the best way to engage with the customer, and you can then route the customer to the exact associate equipped to best handle their issue. The relevant context data can be relayed to the associate as well, enabling them to engage the customer in the most efficient and effective way.
You can gather virtually any data you like (called context attributes in Live Experience parlance) using the Live Experience web component, whether it's system information that Live Experience gathers automatically, metadata from your own web page, or account information from your customer database. You can then use that data define engagement scenario details (see Creating a Better Engagement Experience), routing rules (see Manage Routing Rules), and determine what information is presented to your associate as described below.
When a customer initiates a call using the web component on your web page, the context attributes you've defined are relayed by Live Experience to the associate.
You're in control when it comes to determining what digital channels you want to use, and what data you'd like to gather from customers. You have complete flexibility to, initiate engagements with audio, video or screen share channels, and you can choose upgrade and downgrade paths for both associates and customers as well.
In addition, You can easily define any context attributes you like using the Live Experience Admin Console, and you can choose whether those context variables (which require only a bit of simple coding to initialize) are displayed in the Live Experience Associate Desktop .
For more information on customizing digital engagement channels for associates and customers, see Live Experience Engagement Scenarios: Choosing the Right Digital Channels for the Job. For more information on creating context variables, see Take Control of Engagement Routing: Customizing Customer Context, and for more information on initializing context variables for the web component, see Configure Context Information for the Web Component.
Integrating the web component is a simple matter of:
Downloading the SDK and configuring your application environment. See Set up Your Application Environment.
Authenticating with Live Experience. See Authenticate with Live Experience for the Web.
Initializing and displaying the web component in your web page. See Configure the Live Experience Web Component.