Video calling was one of six key call center trends identified by Enterprise Apps Today last summer. The story on call center trends quoted Laura Bassett, director of Marketing, Customer Experience and Emerging Technologies at Avaya: "Younger generations are showing a preference for a video chat over a phone call or text. This trend will extend to customer service in specific areas that require personalization, relationships, or advanced support."
Nice Systems, a provider of contact center software, just introduced Contact Center Video Recording, a product designed to help organizations capitalize on this trend. According to the company, it helps organizations focus on customer experience by monitoring and enhancing the quality of service provided in their video-enabled contact centers.
The product allows organizations to monitor both audio and visual recordings, which helps them better understand not only what is said during customer interactions but also what is implied through the body language of agents and their customers. As a financial bonus, the integration of audio and video recording within a single platform lowers the total cost of ownership and simplifies upgrades and training.
The features offered for playback include: side-by-side playback of agent and customer; simultaneous playback of audio, video and images of the agent's screen; and isolation of audio for playback and evaluation.
"Companies are continuously enhancing their outreach to customers by seeking new channels through which they can better connect and personalize the customer experience," said Yochai Rozenblat, president of the Nice Customer Interactions Group. "Nice Video Recording helps ensure that companies are delivering the best possible service over multiple interaction channels by providing real-time audio and visual monitoring for quality and compliance purposes."
According to Nice, its solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.