Remote Expert Mobile > Discover > Overview

What is Remote Expert Mobile?

Cisco Remote Expert Mobile enables real-time customer engagement within mobile and web applications by providing easy-to-use SDKs for voice over IP, video over IP and expert assist features (app share/web co-browse, remote control, annotation, form-fill and document push) within pre-existing mobile and web applications.

    Use cases include:
  • Connect a home investor with a financial advisor by embedding high-quality voice&video within a mobile trading web application
  • Connect a field employee with an an iPad app to internal help desk experts who can view the problem, co-browse for solutions, and push repair manual documentation
    Remote Expert Mobile supports the following browsers and mobile platforms for placing and receiving calls and other expert assist features:
  • Google Chrome
  • Internet Explorer
  • Mozilla Firefox
  • Apple Safari
  • Android Phones and Tablets
  • iOS Phones and Tablets

With WebRTC at its core, in-app communications are enabled without the need for plugins. Where WebRTC is not yet supported (Internet Explorer and Safari), WebRTC plugins are provided. Remote Expert Mobile also delivers integrated communications in iOS and Android applications through native libraries.

The Cisco Remote Expert Mobile solution connects customers with subject matter experts regardless of their respective physical locations, providing secure, high-quality voice/video and features via firewall and NAT traversal capabilities.

Voice, video and Expert Assist sessions for RE Mobile are created from mobile and web applications that embed the RE Mobile Client SDKs (CSDK). These communications traverse securely over-the-top of the Internet into the Enterprise network to experts via a Cisco UC and/or Contact Center infrastructure. Session signaling travels into the DMZ through a firewall and reverse proxy to the Remote Expert Mobile Application Server (REAS). Voice and video media traverse the DMZ to the Remote Expert Media Broker (REMB).

In addition to a standalone CUCM deployments, Remote Expert Mobile is supported with the following contact center solutions:

  • Cisco Packaged Contact Center Enterprise (Packaged CCE)
  • Cisco Unified Contact Center Enterprise (Unified CCE)
  • Cisco Unified Contact Center Express (Unified CCX)

A Cisco Finesse gadget, provided with the Remote Expert Mobile package, allows agents to use expert assist features (app share & web co-browse, remote control, annotation, form-fill and document push) from within their agent desktop view.

Cisco Unified Border Element (CUBE) can connect video calls from Unified Customer Voice Portal (Unified CVP) to Cisco MediaSense to queue music-on-hold calls or play video prompts. CUBE can also be used for video recording and CVP call survivability at the ingress gateway.

Remote Expert Mobile high-availablility deployments are configurable, with 4 nodes (2 REAS and 2 REMB) which can support up to 100 video and audio calls.