Video is no longer ‘coming soon’, it’s here, right now. With consumers using video in just about every way possible in their personal interactions, the expectation is that video should be an option when they are looking to resolve a business need or solve an issue.
Omni-channel contact centers integrate video the same way they treat social media and audio, as part of a total solution that enhances the customer experience (CX). With the ability to record the video stream and capture screen interactions, quality management, and agent optimization are further enhanced and simplified. By using video to see the problem first-hand – agents can better assess the situation for themselves and determine the best course of action, typically much more quickly than relying on someone trying to describe the issue. The result is a shorter timeframe from first contact to resolution – a benefit to both the customer and the organization.
Vidyo is a high-performance video conferencing and collaboration platform that helps organizations of all types conduct virtual meetings and facilitate team, customer, partner, and supplier engagement. Offering a unified user experience across mobile, desktop, and conference room endpoints, Vidyo delivers an enterprise-grade experience with consistency, and ease of use that drives end-user adoption.
Optimizes videos by adding chapters, subtitles (with choice of languages), along with keyword indexing that helps increase engagement and extends the video’s life-cycle across many different uses.
Administrators benefit from detailed usage statistics and reporting which provides comprehensive oversight into the number of concurrent participants, total voice or video usage, the number of meetings held, license utilization, registered users, and active endpoints across the platform.
Securely Reach Any Size Audience
Using the Momindum Streaming infrastructure, broadcast Vidyo meetings to an unlimited audience without crashing your internet network. Engage with viewers with the moderated Q&A capability.
Vidyo provides the highest level of security – across cloud, hybrid, and on-premise deployments. Communications are secured using a constantly evolving range of security technologies and protocols to ensure the highest level of privacy can be provided, while also adhering to SOC 2 and HIPPA regulations.
Cloud-based deployments can be completed rapidly, with no disruption to ongoing operations, delivering a quick ROI, while its robust and optimized cloud services eliminate the ongoing burden of managing a video network. This frees up the organization’s IT resources to focus on strategic projects that better impact bottom-line results.
Download your copy now to receive in-depth insights on video and next generation customer contact technologies in your contact center.
For IT and business leaders, quickly finding a successful CX strategy can be a huge competitive differentiator. Metrigy’s real-world metrics from leading organizations, will show how to drive measurable CX improvements.