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Communication Agent

Products and solutions which improve business performance and contactless communication are the need of the hour, especially nowadays. Our remote digital customer service solution for real-time video, voice or chat communications presents a wide range of modules for countless opportunities.

Whether it’s used for engaging customers, gathering data before an appointment, giving instructions for seamless communication, collaborating across departments and locations, or managing suppliers, the technology is efficient, cost-effective and scalable.

Xchange IS Cooperation
Xchange IS Dialogue
Xchange IS Transaction
Xchange IS Communication
Xchange IS Integrity

User-friendly user interface
  • Account creation assistant
  • Smart contact list, with address book synchronization for smartphones
  • Call history
  • Remote provisioning from a QR Code or a URL
  • Device control (camera, flash, zoom, screen share) options
Enhanced video and voice quality
  • Contemporary adaptive jitter buffer algorithm
  • Innovative adaptive bitrate control
  • HD voice (Opus support) and echo cancellation
  • Call quality indicator and display of advanced call statistics
Advanced chat experience
  • Natural language processing (NLP) – Machine Learning (ML) supported speech-to text and text-to-speech conversation engine (Hungarian language is included)
  • Smart dialogue manager
  • Secure image and file sharing option
  • Easy to use message status (IMDN) and notifications
  • One-to-one and multi-participant conversations
  • Multi-device support
  • Real-time and predictive analysis
Enriched call center features
  • Audio conference calls
  • Call transfer and multi-call management (pause and resume)
  • Call markers, recording and replay (audio only)
  • Call-scheduling, both virtual operator (chatbot only) or mixed (chatbot – human operator) model supported
  • HD video calls with video preview (e.g.: H.264, H.265, VP8 codecs)
  • Supervisor, Operator modes
Enhanced security and integration
  • SIP TLS with state-of-the-art cypher algorithms
  • Audio and video encryption
  • SIPTLS encryption and group messaging
  • SSO or AD integration options
  • Custom UI to train the ML Model and integration possibility with backend solutions
  • Secure on-prem and cloud agnostic deployment possibilities
Reporting and analytics
  • Monitoring and analytics tools
  • Usage statistics and logs

Application Areas

General
  • Managing monotonous and complex customer service tasks and transactions
  • Sensitive document sharing and reviewing
  • VIP client calls
  • Product service & recommendation
  • Customer support, feedback surveys
  • Booking appointments for services or call-backs
  • Perform queries automatically
  • Operation automation
  • Completion and evaluation of questionnaires based on algorithms
  • Virtual classrooms
  • Online coaching/tutoring
Healthcare
  • Real-time medical consultancy
  • Scheduled call initiation and hand-over to assistance
  • Communication aid for the disabled community
  • Post-care notifications & calls
  • NLP-driven patient monitoring
  • Health report sharing and reviewing
Finance
  • 1-on-1 Customer calls for Private or Premium clients
  • Support financial reporting and online payment
  • Online claim registry
  • Financial report, portfolio overview sharing and reviewing
  • Investment consultation

Let’s Communicate Equally

With our secure and reliable video interpreting service (MOBIX), you can grant equal access and communication for your staff or customer using sign language. E-Group’s solution (Kontakt) can connect the deaf and hard of hearing people with an interpreter through a video call. We are proud to work with some of the leading organizations in Hungary (Hungarian National Bank, MNB), Gambling Service Provider of Hungary (Szerencsejáték Zrt), Deaf and Hard of Hearing Community of Hungary (SINOSZ), sports retailer (Decathlon S.A., etc.) to drive a step-change in communicating and connecting with the deaf and hard of hearing community.

Remote Eye

E-Group’s solution (MOBIX) connects the visually impaired people with volunteers to help them through a video stream to perform seemingly simple everyday tasks, such as distinguishing between bottles in a shop or helping to catch the right train. The remote platform is free to use and operators are eager to provide immediate help. Our solution won the international award of social Innovation, SozialMarie in 2020.

Telemedicine Solution

Identifying and classifying important symptoms in time could be a matter of life and death, for instance in the case of a stroke. A doctor trained in treating strokes connects directly to a suitable medical professional, e.g. ambulance crew through our secure remote communication platform (MOBIX), and work together to provide the best care and the appropriate quality decision for the patient.

Transaction Assistant

Our solution is designed to help service organizations, e.g. banks, to enhance and partially replace human operator or menu-driven client interactions in customer service with an intelligent AI-powered natural language conversation engine (XANTA). It allows companies to significantly reduce their operational costs while maintaining strong and personalized customer contact.