Tech

Why your contact center should be video compatible

If your contact center values ​​customer experience (CX), video chat should be part of your Omni Channel portfolio. Video chat has seen significant growth in social media and is now definitely a fundamental aspect in the context of contact centers. The video and contact center environments have found a way to come together to create a deep unified communication platform that has powerful implications for CX.

With the addition of omnichannel and social media to the communications spectrum, it’s fair to say that video plays an important role in today’s culture. It can be said that today making a video call is as natural and normal as making a phone call.

CallCenterHelper pointed out that video chat allows businesses to recreate the in-store experience without forcing their customers to visit the actual branch during standard business hours. Inbound contact centers that deal with support are usually the best example to use. The results are convenient customer service and ultimately people do business with people, so build rapport with your customers.

With this in mind, our contact center solutions have been tailor-made to deliver services that only enhance the customer experience. We have integrated the Vidaoo solution into our xCally Omni Channel Contact Center solution. Vidaoo is a professional video conferencing WebRTC solution that allows you to send chat messages to video call participants. It provides a unified meeting experience platform that brings together HD video conferencing, mobility and web meetings as a cloud service and also extends collaboration functions for the organization.

Our offering includes crystal clear video chat and high quality screen sharing anytime, anywhere with up to 100 people. Vidaoo has a microservices-based application architecture on AWS, represented by a set of small self-contained and stand-alone services designed to serve a single business functionality / capacity.

Vidaoo and xCally Motion

Vidaoo has partnered with the Customer Care suite offered by XCally movement (native integration) but also with any other SIP application (integration based on a gateway).

The main advantages of this integrated solution are:

  • Voice routing (e.g. Asterisk queues) with announcements (e.g. AVG Hold time)
  • IVR (reading, ASR, etc.)
  • Voice reports and analyzes
  • Real-time voice

The consolidation of these two platforms can be used to enhance the potential of the Customer Space by adding a powerful and customizable Unified Collaboration tool. Touchpoints and customer touchpoints are available on multiple devices that support real-time web communication (e.g. kiosks, tablets, smartphones, etc.).

AT ScopServ integrated services, we provide more than just software, we make sure to deliver turnkey solutions that create a tangible difference in your call center. To find out more about our integrated communication platform, Contact us!

Why your contact center should be video compatible

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