Remote is the new normal.
Through programs such as Skype, WhatsApp and FaceTime, customers have enjoyed the benefits of using video chat in their personal lives. Naturally, it was only a matter of time before they expected the same from their customer service experiences.
Integrating video chat into your customer service is, therefore, a logical way to adapt to the way your customers want to communicate.
For instance, banks that can’t afford to have mortgage experts in each branch can make those specialists available via video from a branch or even from customers’ homes. Illinois-based Consumers Credit Union reported that in some branches the average wait time for a new loan application went down from 1.5 hours to under 2 minutes after implementing in-branch video banking.
The beauty of video is that it is definitely not just another channel. In the moments that matter most, video dramatically outperforms all other existing channels.
OneView Video Contact Center Suite is a unified and comprehensive solution that combines the power of standards based video technology with customized business features and data integration.
OneView Video contact center enables you to have video enabled agents at your contact center. Your customer can reach you in a variety of ways depending on your business model. For instance, you can place a link of Video chat anywhere on your web pages or in your mobile app.
The customer is not required to download any app. OneView video contact center is accessible through the standard browser from any smart phone, tablet, laptop or a desktop PC that has a camera and microphone installed.
Adding video to your customer service contact center can serve one or more of the following business needs:
– Reduce branch traffic
– Need to see the person on the other end for verification
– Delivering complex information and instructions to the customers
– Up-selling and cross selling
OneView video contact center receives and answers the video call request from the customer. This call is sent to the next available video agent. The agent picks up the call and starts the interaction with the customer.
OneView Video Contact Center Suite is a flexible, modular and fully integrated video Contact Center Solution that provides all the key functionalities that are required to meet the critical and emerging needs of today’s contact centers.
- Handles multi-customer and multi-agent call operation
- Video call auto answer
- Self-help video links for FAQ and other information
- Intelligent routing to the available agent
- Video phone software for the video agent with login based access
- Video call session recording with encryption and playback
- Complete call and activity logging
- MIS reports of video calling traffic, agent performance, service level, etc.
- On-premises deployment and data storage
OneView video contact center solution is flexible to accommodate addition and customization of features and integrations with other systems.
OneView aims to deliver the next level of functionality that makes your contact center efficient and effective.
Video Contact Center provides high-quality video collaboration between customers and agents. Depending on how Video Contact Center is deployed, customers may connect with agents either from within the enterprise network or from devices outside the enterprise.
This one window facility requires a technology solution from a knowledgeable technology expert provider that has proven experience and can successfully deliver the target results on time and with minimum dependencies on other parties. The technical solution must be scalable in features and capacity and must be capable of integrating seamlessly with the core databases and other required systems.
OneView Video Contact Center Solution uses open standards based technology, resulting in maximum flexibility, freedom and cost advantages. It can be easily integrated in your existing environment.
OneView delivers all the application controls and capabilities in a single and elegant one window platform offering multiple functionality layers for self-service and live agent based contact handling. OneView is widely installed at the leading financial service organizations in the region.
Introducing video call feature to your contact center is definitely the next step in leveling up your customer service.
Founded in 1994, ZRG International is an ICT solutions company with a major focus on customer interaction technologies and solutions. We offer experience and innovation to help businesses manage customer relationship and achieve higher customer satisfaction and increased profitability.
Backed by a team of experience-rich professionals, ZRG offers a full range of integrated and flexible turnkey solutions for efficiently managing customer communication activities in the marketing, sales and service operations of the telecommunication, finance, insurance, shipping, healthcare and other service organizations in the Middle East, Pakistan and Africa.
ZRG has a proven track record of introducing innovations and exciting new possibilities in the customer communication areas. Our line of solutions cover all aspects of customer communication including customer contact center, CRM application suite, quality assurance suite, call center management tools, self-service automation tools, campaign management and teleconferencing. Our solutions are deployed at mission critical contact centers that are being used to provide information, assistance and services to millions of users each day through live agent and self-service based applications.
ZRG has an experienced and knowledgeable team capable of quickly designing and adding tailor-made features in our solutions for site-specific requirements. By using open standards systems, specifications and protocols, we ensure maximum flexibility and future growth of our solutions. We use innovative techniques to deliver latest features and integration capabilities in a most cost-effective manner. Our deployment team has successfully completed all our projects well before the deadlines.
Every day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solution delivers increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.
[box type=”note” align=”” class=”” width=””]For more details about our video contact center solution, send us your inquiry at zrg-edesk@zrg.com[/box]