Video integration into Contact Center

 

Video integration into the Contact Center

As a Vidyo Developer Partner and Avaya Platinum Partner, we offer a unique solution that unites the benefits of both technologies.

» The VG Avaya-Vidyo Connnector

The VG Avaya-Vidyo Connector is our product for unifying the Avaya and Vidyo solutions, through back-end components that mantain both platforms in sync. These back-end components are independent of user interface, such that the client can come in through a web portal, or through the company's App, and the agent can answer with their usual desktop tools. Or maybe you now want for your agents to be mobile in the field, and the agent interface can now be an iPad. Its all possible today, and you can keep measuring your call center key performance indicators the way you do it today too.

» Benefits

• Vidyo calls are processed in the same way that a regular phone call would be
• Extend investments in Avaya call center infrastructure and operation knowledge, and continue enjoying the world-leading features they offer, such as:
  • Best of breed routing features from Avaya's Call Distribution system, such as Expert Agent Selection
  • Real-time and historic reporting through CMS or other reporting systems available on the Avaya marketplace
  • Workforce Management products, such as IEX from NICE
  • Supervisors and agents need minimal knowledge transfer, as their workflow remains the same

 

» The Vidyo Advantage

Unlike traditional video technologies, Vidyo's patented Scalable Video solution makes possible a practical, secure and high quality experience to the call center customer today. The following are unique benefits only Vidyo brings to the contact center:

• Universal access. Customers or agents can use any device. A PC, Mac, Linux, smartphone, tablet or even a conference room system, from Vidyo or from traditional brands such as Polycom, Cisco, LifeSize.
• Any network. Vidyo's layered approach to video communication offers dynamic adaptation to changing network conditions; up to 20% packet loss can be sustained with a constant quality on the conferece. Wireless networks are very convenient and are becoming more popular every day, but they commonly exhibit 3% or more packet loss. A technology that naturally handles any network condition is critical for high quality interactions.
• Natural experience. Its easy to offer a one-on-one video solution with other technologies, but only Vidyo can realize a customer interaction without sacrificing video quality, regardless of number of participants. Vidyo's architecture will not transcode calls, thus reducing latency by as much as 200ms as compared to other technologies; the difference between a cell phone call and a satellite call.
• VidyoWorks. The solution offers programmable interfaces (APIs) for all aspects of the architecture, thus any business or call center process can be video-enabled; Kiosks, self-service portals, web portals, server processes, alerts, Apps, desktop applications, CRMs, etc.

 

» Features

• Clients can share content to the agent or vice-versa.
• Client interactions can be made into full conferences, where the client can invite their spouse or business partners, and the agent can be assisted by its supervisor and also a more senior executive, these agents also being selected by availability through Avaya's routing features
• Agents operate on one system. Agents active on a call will not be available for further video or telephone calls until they are available again. In other words, they see one system and they don't have to juggle the differente technologies
• Agents can enjoy a unified interface. Have all their telephone and video controls united in the same application; answer, hold, transfer, record, etc., regardless of call type