Video Calls Overview
Updated
Video call is a feature that allows brands to make one-way or two-way video calls on the web/mobile. Video calls can be initiated by customers or agents depending on the use case. Sprinklr provides video call solution in integration with two vendors as of today: AWS (Amazon Web Services) and Zoom.
Sprinklr Video Call requires no downloads or installations, and works seamlessly on Sprinklr Live Chat, which can be embedded on website or mobile app.
Supported Features
Category | Features | Video Call (AWS Chime) | Video Call (Zoom) |
UI | Device Responsive | Yes | Yes |
Controls and Settings | Mute/Unmute Mic | Yes | Yes |
Inbound/Outbound calls from web or mobile app | Yes | Yes | |
Disable/Enable camera | Yes | Yes | |
Minimize/Maximize screen | Yes | Yes | |
Call recording | Yes | Yes | |
Disclaimer card on video screen | Yes | Yes | |
Chat while on call | Yes | Yes | |
Virtual background for agents | Yes | No | |
Delete video recordings | Yes | Yes | |
Restrict video call recording visibility | Yes | Yes | |
Video call transcripts | Yes | No | |
Audio call | Yes | Yes | |
One way video call | Yes | Yes | |
Video call appointment booking | Yes | Yes | |
Quality Management (QM) in video call | Yes | No | |
Estimated wait time while calling | Yes | Yes | |
Generic Sprinklr Capabilities | Assignment Engine | Yes | Yes |
Reporting Dashboards | Yes | Yes | |
Handling video calls outside business hours | Yes | Yes | |
+ All other capabilities included under Sprinklr Service product | Yes | Yes | |
Prerequisites
Before you begin, ensure that the following prerequisites are in place:
AWS account with Chime SDK enabled on it or Zoom account.
If you want to enable video recording, you need an S3 bucket associated with your AWS account which will be used for chime side recording storage. We would also need AWS account number to process video call recordings.
Permission to access to care console in the Sprinklr platform.
Note: You can enable AWS or Zoom account to make and receive video/audio calls by reaching out to Sprinklr support at tickets@sprinklr.com. |
Pricing
Video call solution has a usage-based pricing i.e. per minute per participant costs. Eg- a call between an agent and a customer makes 2 participants
AWS charges $0.0017 per minute per attendee (one attendee is an agent and the other is a customer)
Zoom charges $0.0034 per minute per attendee (one attendee is an agent and the other is a customer)
If you choose to enable video call recording, then AWS will add separate pricing for recording using the media capture pipeline which is around $0.0034 per minute (irrespective of number of attendees)
For more details, you can refer https://aws.amazon.com/chime/chime-sdk/pricing/
Other Technical Requirements
For device level requirements, refer here: https://docs.aws.amazon.com/chime/latest/ug/chime-requirements.html
For network and bandwidth requirement, refer here: https://docs.aws.amazon.com/chime/latest/dg/meetings-sdk.html#mtg-browser
For network and bandwidth requirement, refer here: https://docs.aws.amazon.com/chime/latest/ag/network-config.html
For resolution, we support default resolution of 540px (15 frames per second) which requires min bandwidth of 500kbps and max of 1400kbps; also it would dependent on device camera quality
For pricing, refer here: https://aws.amazon.com/chime/chime-sdk/pricing/