Developer Solutions
The BEEHD solution offers contact centers an out-of-the-box service delivery platform (SDP) providing a video and audio VoIP communication and management platform. The service allows customers to communicate by video with a service representative at the click of a button. In addition, it allows contact centers to offer a disruptive means to communicate with their customers, thereby enhancing trust, a sense of partnership and eventually increased business.
Customer Experience


1. Log into a website and select a service
2. Browser plug-in downloads, installs and launches the customized client
3. Wait in queue while watching customer-tailored messages
4. Video-chat with an agent and share information
System Architecture




The contact center network is comprised of two different infrastructures that work together to facilitate a specific organization’s flow requirements.

Users can use any existing platform, such as laptop or desktop PCs, as well as mobile phones and tablet devices. They can connect from whatever network they already have, while call parameters adjust automatically to the available bandwidth and network conditions.

Agents can be located either at a centralized location or in a different one, such as a home office or another branch. Agents can use their existing computing equipment, including third-party UC clients.
 		        

The V²oIP infrastructure
Used to create a standards-based V²oIP (video and voice over IP) call, including signaling and media.
Optional components enable enhanced service modes, such as multi-conferencing, gateway to other technologies, and more.

The management infrastructure
Used to handle customer identification, queuing, promotional content targeting and delivery and eventual connection to the appropriate agent, according to a pre-defined skill-set.

 
BEEHD Clients
The BEEHD clients are installed on participants’ devices and allow users to use the service.
For more info click here.


BEEHD Cloud
Providing SDP (Service Delivery Platform) in the cloud, BEEHD Cloud consists of the following elements.
For more info click here.


Web Integration

BEEHD Launcher is a set of Web browser plug ins enabling video chat capability to the Web. It integrates into any Web page and allows a click-to-connect experience to any user, whether or not the user is signed up to the service.

The plug-in asks the user’s permission to self-install and then installs and launches the client with a predefined set of parameters, including a dial command.

Using Web integration, existing users can invite friends to an ad-hoc video chat even if they are not registered. 		    

Video Conferencing using MCU

  • Conferencing with other agents – Sometimes another agent needs to be added on the call to help solve a certain issue. In this case, BEEHD Cloud handles the transition from a two-way call into an N-way call by assigning an ad-hoc virtual meeting room on an MCU and reconnecting all clients to that room.
  • Conferencing with other parties – when a non-agent participant needs to be added to the call, BEEHD Cloud sends an email invitation with an auto-generated link, allowing anyone to instantly join the conference.

For more info click here.

  



 

Gateway to Microsoft Lync

  • Using RADVISION’s Video Gateway for Microsoft Lync agents can use existing Lync client to answer video call arriving from customers, while still maintaining the contact center queuing logic.

For more info click here.

 		  

 
Traversing through Firewall and NAT

BEEHD clients can penetrate through different NAT topologies and Firewalled connections so that the user does not need to think about connectivity. He simply connects.
BEEHD supports a variety of standards-based FW/NAT traversal solutions and suits the unknown customer network topology.


Smart Collaboration

BEEHD clients allow agents and customers to collaborate on extra visual information, such as:

  • Sharing documents and reports (agent to customer)
  • Sharing desktop content for remote assistance (customer to agent)
  • Sharing video clips for educational selling purposes (agent to customer)


SVC

SVC technology changes the simple reference scheme between frames and creates several temporal reference layers. By applying a powerful Reed-Solomon FEC (Forward Error Correction) mechanism to some of the packets the video stream is provided with resiliency to packet-loss.
The outcome is superb video quality.

          

Integration and Interoperability

BEEHD offers integration to the existing billing, CRM and VoIP infrastructure in the organization.
Interoperability with dozens of endpoints, clients and servers allows BEEHD to fit into any existing standards-based component and ensures a smooth transition or co-existence.


Standards-based Solution

The BEEHD solution is fully compliant with video communication industry standards to facilitate connectivity and integration to existing or legacy equipment.


NetSense

RADVISION’s patent pending NetSense technology monitors the delay from the moment a packet left the transmitter station until it reaches the receiver. Upon network congestion, routers start to accumulate packets. NetSense recognizes that condition and signal the transmitter station to reduce bitrate, before routers are overflown and by that preventing packet-loss from happening.
 

 
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