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Integration

Video RTC for 3CX

The integration of Video RTC with 3CX provides Transactional Video Calls for a Unified Communications PBX

  • Transactional Video Calls

    Video RTC with 3CX revolutionizes contact centers through SPLIT, enabling transactional video calls across the entire CRM ecosystem

  • Seamless Omnichannel Experience

    We facilitate perfect transitions between text and video while maintaining the complete context of each conversation.

  • ROI Maximization

    Transfers between agents, real-time supervision, and visual tools optimize critical KPIs and elevate customer satisfaction.

About 3CX

3CX is a global leader in PBX as a Service and Contact Center solutions, with a cloud platform that integrates channels such as voice, email, chat, and social media in a unified environment. Recognized for its innovation and ease of implementation, 3CX offers advanced tools for agents and supervisors, including workforce management, quality control, and real-time analytics. Its focus on unified communications allows thousands of companies to optimize customer experience (CX), reducing handling times and improving first-contact resolution. 3CX Cloud PBX, its flagship product, provides IP telephony services, self-service applications, and workplace collaboration, enabling scalable and secure operations in high-performance business environments.

3CX Website

Compatible Solutions

- 3CX PBX and Contact Center

How Does Video RTC Integrate with 3CX?

Video RTC integrates in an advanced way with 3CX through the hybrid SPLIT protocol, which combines SIP for transactional control and WebRTC for universal plugin-free access. This integration enriches 3CX's communications infrastructure, compatible with 3CX Cloud PBX and 3CX Contact Center, without requiring costly replacements. Video calls are distributed through 3CX's call distribution system, using the same business rules as for voice calls. Agents can perform smooth transfers between video and voice, monitor interactions in real time, and control standard functions such as pickup, hangup, on-hold, and transfers from the 3CX interface. Implementation is carried out through cloud connectivity, ensuring quick adoption without disruption to your existing ecosystem.

Video Calling Modes

* SPLIT Forward * SPLIT Reverse * SPLIT Scheduled * SPLIT Messaging & WhatsApp * SPLIT Remote Viewer * SPLIT Deaf Interpreter * SPLIT AI CoPilot

Benefits of Integrating Video RTC with 3CX

  • Increases Conversion and Resolution

    Facilitates scaling from text to video interactions in real-time, increasing conversion rates by 2-4 times and improving First Contact Resolution (FCR) by 15-20%.

  • Optimized Operational Efficiency

    Reduces Average Handling Time (AHT) through visual diagnostics and collaboration tools, minimizing on-site visits by up to 40% and optimizing resources.

  • Improves Customer Experience (CX)

    Provides personalized and human interactions, elevating Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), and positioning your brand as innovative in customer service.

  • Accelerates Return on Investment (ROI)

    Transforms your contact center into a transactional video call center for assisted sales and proactive support, with an implementation that safeguards your previous investments in Five9.

Key and Differentiating Features

  • Integration (SPLIT)

    Advanced SIP+WebRTC routing integrated with 3CX that enables complex contact scenarios superior to pure WebRTC solutions. This hybrid architecture maximizes compatibility with existing infrastructure while enabling new multimedia functionalities.

  • Interoperability (SIP)

    Video transfers to external extensions or services with automatic transcoding in multiple SIP transfer modes. Directly uses the standard Talkdesk Widget Dialpad, ensuring maximum operational continuity and flexibility for processes.

  • Video Call Transfers

    Advanced capability to redirect video calls to specific queues or individual agents while maintaining the complete context of the interaction. Includes consultative transfer with metadata and conversation sequence, avoiding repetitions and improving user experience.

  • Advanced Supervision

    Call Whispering system that allows real-time guidance from supervisors during video calls without being detected by the customer. Includes silent monitoring, discreet intervention, and live quality analysis to optimize agent performance.

  • Escalation from Messaging

    SPLIT mechanism that allows smooth transitions from messaging conversations: Chat, Social Networks, SMS, or WhatsApp to voice or video communications. Maintains conversational coherence and complete history during channel elevation.

  • Picture-in-Picture (PiP)

    Multitasking interface for agents during video calls that significantly increases productivity and operational efficiency. Allows consulting CRM systems, knowledge bases, and internal tools without interrupting visual contact with the customer.

  • Virtual Backgrounds (Back+)

    Advanced background customization system with corporate image and blur mode to maintain professionalism. Includes predefined templates, automatic adaptation to lighting conditions, and centralized configuration options for brand consistency.

  • Widgets Customization

    Fully responsive web widgets with custom branding options that work without apps or additional downloads. Includes Kiosk mode for public terminals and adaptation options for different business verticals with advanced CSS customization.

  • Video Recording

    Complete Video REC system with metadata management, intelligent processing, and secure scalable storage. Incorporates advanced search capabilities, automatic tagging, and configurable retention according to corporate policies, with integration options for existing quality systems.

Security and Privacy

Video RTC for 3CX offers a multi-layer security system designed for highly regulated environments such as banking, insurance, and healthcare, implementing end-to-end AES-256 encryption with a private architecture of dedicated nodes per client. It operates on an AWS environment with ISO 27001/27017/27018 certifications, guaranteeing data sovereignty through regional storage in customized S3 buckets and 99.99% availability thanks to its multi-region architecture. It complies with GDPR, HIPAA, PCI DSS, SOC2, and CCPA regulations, providing detailed logs for audits and access management via SSO/SAML, while Video REC offers multi-level storage (S3 Standard, Intelligent-Tiering, and Glacier) with secure processing via SFTP/API and asymmetric key encryption that guarantees confidentiality in large-scale operations.

AWS Technology Partner

Interactive Powers is a certified Amazon Web Services (AWS) partner. Our strategic collaboration with AWS allows us to offer our customers significant competitive advantages: reduction in operational costs, dynamic scalability according to demand, and accelerated deployment of infrastructure as a service (IaaS) with maximum security and performance.

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