Video calls for support and identificationVideo communication is a real salvation in the modern world. It helps out in difficult situations and is increasingly used not only in everyday life, but also at work. Digitalization inevitably affects the expectations of your customers - they become more demanding. Today's customers expect fast and efficient service, coupled with a personal touch and friendly, real-time communication with agents. They expect support on their own terms using a variety of communication channels including voice, web, chat, video and social media.
With video calls, companies become closer to their clients. After all, despite the active introduction of automation, voice robots and artificial intelligence in communication between companies and their customers, more than 50% of users still prefer live communication, which is necessary to quickly solve problems, increase customer loyalty and increase the conversion of potential customers into real ones.
With Smiddle Webex to Contact Center Enterprise, Cisco Webex, one of the most popular web conferencing services, is now available in your contact center. In terms of the depth of integration with telephony and the quality of communication, this solution is considered the best for large and medium-sized businesses.
Remote identification
Unrestricted communications
Face-to-face meetings
The Webex to CCE Connector software solution allows you to organize a video calls between customers and contact center agents using Cisco Webex virtual rooms. Video calls in the contact center are accepted according to the configured logic for processing incoming voice calls. The operator receives and responds to video calls directly in the Cisco Finesse work interface or the CRM work window, such as Siebel. The solution allows for remote online identification of the client for the subsequent provision of services.
Receive video calls according to the call processing logic in the Cisco CCE contact center, taking into account queues, skill groups, call processing scenarios (RONA, WrapUp), etc.
Users initiate video calls using a widget on a website or mobile app. Cisco SDK available for iOS, Android and web browser.
The client can share their screen with the operator during a video call.
The operator processes video messages in the familiar Cisco Finesse interface or CRM.
Save video call recordings on premise, sort them and search with filters.
Easy to integrate with CRM to open a customer card on an incoming call.
Contact us now to learn more about our software!
