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Article : Will Video Phone Work in the Contact Center?

We ask members around the world to share their opinions. Find out what they think!

Anand Subramaniam
SVP Marketing
eGain Corporation
United States

"I don't believe that an actual video capability where the customer could see the agent would improve the customer experience. The reason is that contact center agents could be excellent on the phone but not well-suited for visual presence or demeanor. However, multimedia interactions through a "meet me" capability on the web (collaborative browsing of web content) during a phone call between a customer and an agent is catching on as a differentiated offer from leading companies. Such interactions serve two goals: Memorable customer experience - customer satisfaction from these multimedia sessions is very positive compared to voice-only interactions Train the customers to use the company web site for more sophisticated interactions - this drives self-service usage over time and builds web-based brand loyalty among customers"

About eGain Corporation

eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes... (read more)
 
Diane Capazorio
Director: Strategic Business Solutions
Kelly, A Division of the Kelly Group Ltd
South Africa

"In 1st world countries this is a possibility due to the large bandwidth and network capacity available. However, as a large portion of the outsourced contact centres are in 2nd and 3rd world countries, it will be some time before bandwidth is at sufficient levels to support video calls. I believe this service may take hold on the high income earners market of all countries and be offered as a service to the ‘high value’ clients."

About Kelly, A Division of the Kelly Group Ltd

With 40 years of Talent Management expertise, a national footprint of 50 branches, recruitment centres and on-site offices and extensive knowledge of the South African economy, Kelly is undoubtedly So... (read more)
 
Michael Becce
President
MRB PR
United States

"In a long time. Real time communications between 2 individuals needs to be bi-directional. So to do bi-directional video, the calling party needs the technology to do video too. While there are more and more end-user devices with cameras (PC via web for instance), an overwhelming part of the population will reach you otherwise, via plain old telephones for a very long time to come."

About MRB PR

MRB PR is a public relations company.
 
Morley Prendergast
Marketing Associate
Salesboom.com
Canada

"a. Video phones will have a place in contact centers but will not be a fit for all markets. Currently a large amount of consumers are those who come from the baby boomer era and are accustomed to a personal touch. For example they are used to door to door sales reps that would develop a personal relationship through a face to face encounter. When organizations attempt to automate or outsource too many processes it can disconnect an organization from its clients and cut off relations with customers who are uncomfortable with automation. As an example of a successfully leverage video phone, in talks with contact center analyst & expert Mikael Blaisdell, it was mentioned that he often uses a form of video phone and finds that it has aided him in developing a strong personal relationship with his clients."

About Salesboom.com

Salesboom.comTM is a global company focused in on demand Customer Relationship Management (CRM) and Enterprise Resource Planning software (ERP) business software solutions for the SMB market. Founded... (read more)
 

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, June 17, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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