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The Video Channel is the next level Customer Experience frontier for existing Contact Centers
Video is not a separate solution from the services that contact centers have been providing until now and it is not a substitute for voice calls. The key to the Video in Real-time communications lies in the possibility of offering a new channel, whose use is progressively increasing in customer care services for most industries.
Wrongdoings in the Contact Center.
One of the mistakes some businesses have made is creating disaggregated processes. The result is that agents have to attend one queue or they are forced to change the environment, depending on whether they answer a phone call or a video call. The consequence is a duplicated call flow process with higher costs and lower productivity. However, the potential of our Video RTC solutions relies precisely into all channels integration phone and WebRTC.
Omnichannel model is the Key for Success.
Inclusion of video significantly increases the quality of the interactions. But the success of a video solution is that it must be integrated into the contact center as one more channel of assistance. In other words, it is necessary to achieve an authentic omnichannel model. This way, the agents themselves can handle phone and video calls in a simple and natural way. The advantages are numerous, operational costs are lower and human resources efficiency is multiplied, while allowing existing workflows with any backend systems keep maintained.
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