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
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.
Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.
We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
PH: +441279 5555 80