Remote Expert Technology

Remote Expert

Branch Edition

Remote Expert Branch Edition is generally deployed within branch and satellite offices of the enterprise or in public places. It can be configured in 4 standard ways. At the same time, we designed Remote Expert solution to be highly cusomizable and every standard configuration can be tailored exactly for your special usecase and requirements.

Standard Configuration

Enhanced Configuration

Immersive Experience Configuration

Self-Service Kiosk Configuration

See also Mobile Edition

Self-service Kiosk Configuration

Self-service kiosks are becoming increasingly common in retail environments and found mostly within the retail customer space to provide self-service content with the ability to escalate into a video-call with a subject matter expert. A kiosk presents an ideal platform for the user to browse through the company offerings for information or for purchase.

Use case:

Self-service kiosks are becoming increasingly common in retail environments. A kiosk presents an ideal platform for the user to browse through the company offerings for information or for purchase. With Moderro Remote Expert, when the user has questions or needs assistance, the kiosk offers a way to establish a video call with an expert.

Technology: Moderro Remote Expert, Cisco Unified Communications

Kiosk capabilities

Similar to Remote Expert Immersive, Remote Expert Kiosk architecture uses the same components to help establish the call. The Interactive Experience Client (IEC) drives the touch-screen and peripherals present in both architectures. A Kiosk location, however, does not have a separate video-enabled collaboration endpoint; therefore, it utilizes the soft-phone API’s available via the IEC and allows the Kiosk user to establish a video call in that manner.

Advanced set of tools designed to complete full spectrum of business interactions without loosing personal touch:

Experts assigned to Topics

Agents talk to clients based on call routing rules
Multi-party Audio / Video Calls

Expert can invite another expert to join ongoing session, so Client could talk to Experts simultaneously.

HD video calling

Client is capable of making high-definition video calls. HD calls have clear video quality, the audio is in sync.

High quality video playback

Expert can stream a high quality video from preloaded REM assets to Client.

Touchless dial

Remote Expert application can automatically initiate the session touchlessly.

Multi language support

Client can choose between available user interface languages. Both left-to-right and right-to-left language groups supported.

Media and Document sharing

Expert can send different types of documents (PDFs, images, videos, etc.) to the client application for viewing by customer.

White Board

Expert can present hand drawings to the Client (with Wacom Tablet).

Expert’s desktop viewing

Client can see and operate either a window, selected by Expert, or the entire expert’s desktop.

Client’s desktop viewing

Expert can see and remotely operate the Kiosk Application running in the IEC the Client initiated a call from.

Web page viewing

Client application is capable to display web resources in a frame. URL of a web resource may be sent by expert or be a part of application logic.

Dual-display support

Client hardware can operate with two displays connected. One of displays can be equipped with a touch screen.

Touch screen

Remote Expert client application uses touch screen as primary interaction device between user and application logic.

Remote Virtual Keyboard

Customer can use smartphone as a remote virtual keyboard and touchpad to fill in forms, sign documents etc. Mobile web browser like Chrome or Safari is used, no need to install additional software.

Portrait and Landscape display supported

Remote Expert client application is adaptive for horizontal and vertical display orientations.

Magstripe card reading / writing

Client can use a smart card to provide his ID to the expert.

User feedback inquiry

The Solution makes possible to collect user experience feedback inputs.

Self-service Kiosk powered by IEC series controller and 4K display

Compare configurations

Virtual connection between remotely installed peripherals and Agent Workstation PC works as if devices were connected to a local USB ports.

Architecture At Glance

Self-service Kiosk Configuration

Elements of the Kiosk configuration

Branch office or public place
Agent Workstation PC

Get started with Remote Expert today.

While the Remote Expert is generally presented in two editions and five base configurations, we can tailor all of them exactly for your special usecase and requirements.

How to get started