Frequently Asked Questions

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Whether you have questions about how to get started, what to do next, or what went wrong, we’re here to assist you with whatever you may need.

Your concerns are important to us. If you have any questions that you can’t answer using our manuals and FAQs, send us an email at support@eface2face.com Try to describe your issue as completely as possible and we’ll get back to you shortly.

About eFace2Face TM

eFace2FaceTM is a browser-based, real-time video sales and communication platform built on WebRTC technology. It features high-definition video and audio, real-time content sharing, multipoint calling, and a dynamic, highly-secure electronic-signature process.

WebRTC (Web Real-Time Communication) is a free, open-source project that enables Internet users to make high-quality audio and video calls and share files directly through compliant web browsers without any plug-ins or separate clients. It enables you to have video calls and real-time content sharing and collaboration right in your browser.

Based in WebRTC,eFace2FaceTM provides businesses with a cost-effective, profitable, and personal means of communicating with their customers.

Customers can speak with agents through eFace2FaceTM using Windows or Mac desktop computers, or Android or iOS tablets and smartphones. For the best experience we recommend using eFace2FaceTM in Google Chrome; however, if your customers prefer, they can also use it in Firefox or Opera, or with an easily-downloaded plug-in on Safari and Internet Explorer.

Agents must use eFace2FaceTM through Google Chrome on Windows PCs. For top-quality performance, they will also need a high-speed Internet connection with a fixed, not wireless, connection.

Your IT department should set router settings to allow for high QoS; video should take priority. They will need to provide eFace2FaceTM with current bandwidth, the number of people on the company network, and how bandwidth is allocated to make certain that the location isn’t oversubscribed. If it is, there won’t be enough bandwidth to go around.

To support videoconferencing, each Agent will require at least 1 Mb of synchronous bandwidth for optimum sound and image quality.

eFace2Face TM will work with a variety of equipment and environments, but to deliver the best possible customer experience, agents should use a high-quality webcam and headset.

We recommend:

•   Logitech HD Pro Webcam (Model C920)
•   Plantronics over-the-ear headset (Model D100)
•   A dual-monitor setup for ease of sharing and increased productivity
•   19” or larger monitors

eFace2Face TM features an intuitive user interface (UI) that requires minimal training. Everything that agents need to know in order to use eFace2Face TM is available in video tutorials and user manuals in the support section of our website.

Yes, we also offer banks and credit unions two products that cater to customers and members who prefer branch banking: Branch Portal and VideoAssistantTM Branch Solutions. Both enable customers and members to have secure virtual meetings with remote skills-based bankers.

We have also developed Android and iOS applications.

Unlike other business videoconferencing solutions, eFace2FaceTM does not require investing in additional hardware or software. Once agents have downloaded the server component required for real-time content sharing, they can simply open their browsers and log into their company’s eFace2FaceTM network. Impact on IT and training resources is minimal.

eFace2FaceTM offers more than just video calling, instant messaging, and file sharing. By providing consumers with the opportunity to complete and sign forms electronically within the video meeting, agents can complete the sales cycle more effectively and deliver greater convenience to customers.

eFace2FaceTM can be set up in a matter of hours - how many hours depends on the number of agents being entered into the system and the number of products or services to be supported.

The eFace2FaceTM Administration Tool Wizard makes integrating the eFace2FaceTM widgets into your website and creating your agents and service categories a breeze. Agents simply install the content sharing component and agent application and they'll be ready to receive calls, share files and conduct eSign ceremonies.

As a browser-based solution, eFace2FaceTM requires little to no IT involvement after setup. Our technical and sales support staff are available to provide assistance if required.

eFace2FaceTM updates occur automatically, so little to no maintenance is required.

Security is the top priority at eFace2FaceTM and to the working groups that are developing WebRTC itself. eFace2FaceTM is taking that security even further with identity verification and a dynamic electronic signature process.

Yes. Whether customers lack the hardware or simply prefer the anonymity of voice-only communication, they can choose to experience the enhanced feeling of trust that comes from being able to both see and hear your company's agents while sharing only audio. Content sharing and the electronic signature process remain the same.

Yes. eFace2FaceTM is easy to incorporate into your organization’s online infrastructure. Once this is complete, data can easily be imported into sales, support, CRM, etc. processes.

Customers can run eFace2FaceTM in Google Chrome, Firefox, and Opera browsers without any additional downloads or installations. Customers can also use Internet Explorer or Safari with a one-time plug-in.

eFace2FaceTM is currently accessible on Windows and Mac desktop computers, and on Android devices. iPhone and iPad can connect via the eFace2FaceTM app.

eFace2FaceTM clients can immediately contact agents through Chrome, Firefox and Opera without any downloads. Internet Explorer and Safari users can correct after installing a small plug-in, and iPhone and iPad users can connect using the eFace2FaceTM app.

Troubleshooting

First, ensure that your camera and microphone are correctly connected and installed.

Next, ensure that no other applications, such as Skype, Lync messenger, or other browser windows, are open and trying to use your camera in the background, as this can interfere with eFace2FaceTM. To fix this, close the other application that may be accessing your camera, and reload the eFace2FaceTM page you are trying to access. If this does not work, restart Chrome and try again.

Click the Settings icon on the top right of the menu bar in the Agent Application. Under the Devices heading you can choose which input and output devices to use if you have multiple devices installed. Choose the camera and/or microphone you prefer and click Reload Devices.

Consumer home network connections vary considerably. A slow connection or being situated far from a wireless access point can degrade video quality. You can advise the customer to move closer to their Wi-Fi hotspot, or have them reconnect with you using the audio-only option.

Because ISPs always provide greater download speeds vs. upload speeds, the poor video quality will only be experienced by the Agent on customer-transmitted video. Customers will normally experience excellent video and audio quality.

Please ensure that you are on a Windows PC and have the latest version of the TightVNC Server application installed - you can find this at:
http://www.eFace2Face.com/tvnserver/tvnserver.exe

You'll need to install this application as Administrator (see the Agent Application User Manual for details) and verify that it is running by clicking its icon (a small "V") in the bottom right corner of your screen.

Once TightVNC Server is installed and running, you should be able to begin sharing documents during calls.

Ensure you are on a Windows PC, and that the TightVNC Server application is installed and running. If either of these two conditions are not met, the document share and eSign options will be disabled.