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Call centres to benefit from latest video collaboration

Customer support, smiling young womanIt has been reported that call centres will soon make use of video engagement thanks to a collaboration between Verint Systems and VidyoWorks. By working together, the companies will integrate voice recording and engagement management tools with video. This move should enable them to provide better consumer care.

Verint Engagement Management has been designed to relay information to telephone answering services agents when talking to customers in an omnichannel environment. Meanwhile, VidyoWorks provides HD-quality video options over the internet and mobile networks including 3G, 4G, and LTE. The platform can also be integrated with a company’s other applications, workflows, and infrastructure, which means that its use is not limited to being merely a simple customer services tool.

Verint Enterprise Intelligence Solutions’ senior vice president and general manager of strategic operations, Nancy Treaster, said: “The emergence of video capabilities in the contact centre translates into new and exciting ways to engage customers. We are delighted to collaborate with Vidyo to offer our mutual customers secure, reliable solutions designed to enhance service delivery, create new up- and cross-sell opportunities, and increase agent and operational productivity.”

Although video isn’t widely used in the call centre industry yet, it can be an extremely useful part of customer service, particularly when complex processes need to be easily explained. In addition, with the new collaboration providing a way for various departments within a firm to make video calls to each other, the latest service could become an invaluable tool.

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