Boost your customer engagement.

Interpersonal connections with customers require various kinds of communication.

CBA Live Assist can bring about seamless, online customer communication, providing basic channels such as audio and video chats, along with advanced functions, including co-browsing and form filling.

Leverage the powerful WebRTC-based features of CBA Live Assist to maximize customer experiences.

Why choose CBA Live Assist?

Smooth, tailored migration from Cisco’s REM

Cisco’s Remote Expert Mobile (REM) has been discontinued as an end-of-sale product. If you are looking for an alternative product, CBA Live Assist is the answer for you. It has the exact same functionality as REM. CBA Live Assist will serve as the perfect solution, providing the best migration experience.

Quick communication

No apps are required to download and install. Customers can simply dive in and start communicating.

WebRTC communication

CBA Live Assist supports WebRTC audio and video chat functions in order to communicate with customers. It can also seamlessly integrate with various systems, such as CISCO, AVAYA, GENESYS, and Asterisk IP-PBXs.

Enhancement

In addition to sharing screens or documents with customers, CBA Live Assist offers input support that enables the operator to assist customers to fill out forms. Personalized customer experiences contributes to maximum customer satisfaction.

Customization

CBA Live Assist closely integrates with existing web-based CRM and apps, which is not always the case with other packaged solutions. CBA Live Assist is highly customizable, filling the needs of your own system.

Reliability and stability

Award-winning CBA Live Assist has received high marks from a wide variety of clients, such as financial institutions, banks, medical organizations, and insurance companies, including various call centers.

What CBA Live Assist features...

1：Audio and video chat

Start audio or video chat on your browser, while smoothly switching from either telephone or your web browser as the initial communication channel.
Customers can easily select their preferred channel to communicate with you.

2：Rich customer engagement

Screen sharing: Using just a single short code, you can instantly start screen sharing with the customer.

Form-filling: Assist the customer to fill in a form with proper information.

Annotation: Annotations provided by operators in the shared screen portion graphically illustrate what action is needed.

Document push: Share various documents with the customer in a smooth and easy interaction.

3：No need to install software

WebRTC technology enables all communication to be done using a web browser. There is no need to install and configure software or plugins. Utilize CBA Live Assist’s rich functions efficiently on a web browser.

4：Security

We can tailor our platform to your environment in order to meet your security requirements. Our platform can also be embedded into your own app, which enables you to maintain your existing system and facilities.

5：For “New Normal”

The COVID-19 pandemic has drastically changed business and working styles. The new standard requires businesses to make a shift toward implementing non-contact customer engagement based on social distancing. Powered by WebRTC, CBA Live Assist can support you so that you can boost customer engagement under the "new normal".

Use cases

Bank

CBA Live Assist enables customers to communicate with bank representatives using audio or video chat via the Internet. These reps can share the screen so that they can conduct mortgage or financial consultations while referring to the same materials on both sides.

Insurance firm

Subscribing to an insurance service requires a customer to fill in a contract form. Some customers may find it challenging to understand which portion they need to fill and with what information. Screen sharing and annotation can support such customers. This kind of support will increase customer satisfaction as well as the number of subscribers.

Medical organization

CBA Live Assist’s audio and video chat enables telemedicine using a web browser. Increasing the contact points for patients helps healthcare institutions offer medical services with consideration for the patient’s feelings. Telemedicine powered by CBA Live Assist as a non-contact medical service provides the healthcare industry with the flexibility that fits the new normal.

Call center

Starting an audio chat on a web browser eliminates the use of toll-free 800 numbers. Even though a customer starts interaction via telephone, screen sharing makes the communication easier. CBA Live Assist can also be integrated with the first-class omnichannel contact center solution, Bright Pattern. Feel free to consult with us.

Shopping

Customers do not have to come to physical stores anymore. Store clerks can connect with them via browser-based video chat, giving detailed explanations about each item. Unlike ordinary online shopping, customers can visually check their preferred items through video chat. CBA Live Assist can bring about new added value for customers by using a mobile app with CBA Live Assist embedded.