Vonage, a global provider in cloud communications helping businesses accelerate their digital transformation, has announced the launch of new Visual Engagement, and AI and omni-channel features. As part of Vonage Contact Centre (VCC) solution, the new features will serve to enhance agent and customer service. With embedded video chat and screen sharing, virtual assistant, Webchat, real-time analytics and screen recording, these enhancements are creating seamless agent-customer interactions for Vonage customers. This will enable them to communicate visually, efficiently and effectively.
Businesses must turn to less traditional channels and employ technology in order to connect with consumers in the advancing modern workplace. An ideal solution for this offers the flexibility to embed programmable capabilities, like video, directly into existing applications and workflows.
According to a recent Vonage report, there was 140% growth in the number of people who prefer to connect with businesses via video. The report analysed a period from January to August of 2020. As our world becomes increasingly virtual, video allows for a more personalised experience, or when a more complex issue needs a personal, one-on-one connection.
Savinay Berry, EVP of Product and Engineering for Vonage, said: “Video chat has become a mainstream addition to people’s everyday lives and shows no sign of slowing down.
“By embedding video into both the contact center and CRM – the most integrated offering available on the market today – we are providing yet another way for businesses to enable agents to connect with customers on the channel of their choice, providing the personalized experience today’s customer expects.”
Sheila McGee-Smith, contact center industry analyst, said: “Is video channel usage poised to explode in the contact center? All indications are that it will, as companies expand to customer service the video use cases that proved so invaluable in the last year.
“Telehealth, distance learning, e-banking and e-commerce are just a few of the applications primed for video customer service deployment.”
