Austin, TX, USA, July 22, 2020 -- Lifesize(R), a global provider of immersive enterprise communication solutions, announced the launch of CxEngage Video, a new native video solution for cloud contact centers. Available immediately to customers worldwide, CxEngage Video allows contact center agents to initiate video-based conversations from any support channel — including phone, email, chat, SMS and social media — using a single interface, enabling organizations to deliver value-added remote services, from telemedicine to technical support to financial advisory.
"Effective communication is critical to delivering exceptional customer care and resolving issues quickly," said Michael Pace, director of global member services for Virgin Pulse. "Adding video capabilities to agents’ toolkits is a significant advantage. No other communication medium comes close in being able to provide the same level of personal connection, detail and customer service. Introducing video will allow contact centers to resolve calls more quickly and efficiently, positively impacting the customer experience, agent productivity and the bottom line."
According to recent survey data from Nemertes Research, nearly half of enterprises are currently using, or planning to use, custom video applications or embedding video capabilities into other business applications in response to the COVID-19 pandemic. Additionally, more than half of organizations have accelerated video application development, with 82 percent citing an increase in IT spending on video this year.
"As people and industries around the world have come to rely on video as a primary method of communication amid the global pandemic, it’s time for the contact center to evolve and deliver the rich experiences customers expect," said Bobby Beckmann, chief technology officer at Lifesize. "The ability for customers to show, not just tell, an agent what they are experiencing stands to drastically reduce support resolution times, improve agents’ ability to provide a personalized experience and differentiate brands through a new bar for contact center customer service."
Posted by Veronica Silva Cusi, news correspondent
Headquartered in Austin, TX, Lifesize combines best-in-class, cloud-based video conferencing services with integrated equipment to help you present your business in the best light. Recognized as Frost
Published: Friday, July 24, 2020
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