As omnichannel solutions become increasingly essential to success in the customer experience landscape, video is becoming one of the most sought-after tools for engagement. Offering a greater level of context in any conversation, video empowers companies to connect with their customers on a deeper level for every stage of the customer journey.
Bringing video into the CX landscape allows companies to strengthen self-service opportunities for clients with video-enhanced webinars and help desks. You can use video as part of the client onboarding experience to boost customer success or simply use video conferencing to help agents understand customer issues at speed.
The question is, which vendors are most equipped to help companies engage customers with video? Here are some of the most innovative vendors to watch in 2022.
Zoom
Perhaps the biggest name in the video-first landscape, Zoom, has changed how countless people look at meetings and communication over the last couple of years. Although Zoom offers a powerful environment for team interaction and collaboration, it’s also rapidly becoming a valuable vendor for the CX landscape too.
Zoom announced its innovative “Video Engagement Center” in 2021, designed to help companies engage customers with video in a way that helps to enhance loyalty and trust. The solution offers the same cloud-first scalability companies already love from Zoom, as well as leading security, a powerful range of innovative features, and the simplicity today’s teams need.
Avaya
One of the market leaders in the communication market, Avaya is well-known for delivering immersive experiences to customers worldwide. The Avaya contact centre solution (OneCloud CCaaS) allows companies to connect everything from video to chat, voice, and messaging in the same unified environment for powerful omnichannel service.
Avaya’s contact centre solution blends everything together in the same convenient environment so that companies can create more powerful experiences for their end-users. The solution enables everything from intelligent routing to smart self-service, all with access to the potential of video.
Five9
An innovator in delivering sensational customer service, Five9 helps companies leverage all of the latest tools and technologies to succeed in today’s customer-first world. Five9’s scalable approach to cloud contact centre functionality includes an omnichannel strategy, complete with video, messaging, and audio support, so you can have everything you need in one convenient package.
Five9’s tools aren’t just comprehensive; they’re forward-thinking too. Companies can unlock everything from workforce optimization tools to performance and quality management features in the same place they unlock their services for video customer service.
Genesys
Cloud CX Software from Genesys is an all-in-one environment for customer service, where companies can build more engaging interactions for their clients. The innovative solution supports video for customer onboarding, customer success, and customer service, as well as a range of other powerful services to make the experience more immersive.
You can use predictive technology to interact with customers at precise points in their journey and co-browse with clients who need extra help. Companies can also monitor website traffic, orchestrate customer experiences with video and chat, and build a complete single pane of glass environment on the backend where agents can easily manage everything.
Wildix
Simple and effective, Wildix is one of the market leaders making access to video-first customer service available to every business. The Wildix environment allows businesses to unlock all the benefits of quick and effective video meetings for both their internal teams and external conversations with clients and customers.
The great thing about Wildix is the company makes it easy to build comprehensive internal environments for video customer service, with huddle room tools, speakerphones, and a range of other hardware investments with plug-and-play simplicity.
NICE
Leader in the world of customer experience, NICE is no stranger to the use of innovative technology in CX. The company offers flexible and customisable contact centre tools to companies looking to delight their customers like never before. The CXOne environment combines everything from journey orchestration to smart self-service to make your business stand out.
With the Nice Cloud platform, companies can build powerful video-first strategies for customer service, as well as design a host of tools to assist their teams in becoming more efficient and productive. The open cloud environment even offers access to AI and automation.
AWS
Build your very own video contact centre with the power of Amazon Web Services. The Amazon Connect and Amazon Chime SDK solutions from AWS allow businesses around the globe to tap into flexible and scalable video-enabled experiences. You can design state-of-the-art tools for customer experience using pre-built Amazon Connect chat widgets.
Thanks to the omnichannel backend of Amazon Connect, business leaders can embed video into their existing strategy for customer service without creating any unwanted data silos. The flexible ecosystem adapts according to the needs of your audience and employees.
8×8
One of the more flexible solution providers on the market for communication and customer experience, 8×8 empowers teams by allowing them to build the ultimate technology stack for their specific needs. You can access 8×8 for everything from video conferencing to video conferencing APIs or build an entire contact centre with video functionality.
The state-of-the-art tools available from 8×8 promise companies a way to activate their agents’ full potential with access to omnichannel communication systems, productivity tools, and intelligent coaching. You can even embed AI-powered self-service options too.
Talkdesk
Talkdesk is one of the few companies offering an innovative automation-first approach to contact centre innovation and customer experience. The omnichannel solution provides access to various ways to communicate with your customers, including messaging, voice, and video. You can also build comprehensive self-service experiences.
With Talkdesk, companies can easily design all-in-one systems for reaching their customers on every channel while enhancing performance and business outcomes with customer experience analytics, workforce engagement tools, and tech for back-end communications.
