Vonage Launches Visual Engagement to Enhance Agent and Customer Experience
To connect with consumers in the new modern workplace, businesses must turn to less traditional channels and employ technology that allows them the flexibility to embed programmable capabilities, like video, directly into existing applications and workflows. A recent Vonage report revealed that from January to August of 2020, globally, there was a 140% growth in the number of people who prefer to connect with businesses via video. In an increasingly virtual world, video provides face-to-face engagement for a more personalized experience or when a more complex issue needs that personal, one-on-one connection.
"Video chat has become a mainstream addition to people's everyday lives and shows no sign of slowing down," said Savinay Berry, EVP of Product and Engineering for Vonage. "By embedding video into both the contact center and CRM - the most integrated offering available on the market today - we are providing yet another way for businesses to enable agents to connect with customers on the channel of their choice, providing the personalized experience today's customer expects."
"Is video channel usage poised to explode in the contact center? All indications are that it will, as companies expand to customer service the video use cases that proved so invaluable in the last year," said Sheila McGee-Smith, contact center industry analyst. "Telehealth, distance learning, e-banking and e-commerce are just a few of the applications primed for video customer service deployment."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Friday, April 16, 2021
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