Video Collaboration Announced


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Verint Systems has announced a collaboration to bring video to customer engagement centres.

The combined offerings allow businesses to bring greater insight into customer interactions by integrating video calls using the VidyoWorks platform with Verint’s engagement management and voice recording solutions — both part of the company’s broader customer engagement optimisation portfolio.

Together with the VidyoWorks platform, Verint Engagement Management helps enable video interactions between customers and service employees.

The Verint solution is designed to deliver contextual service capabilities for omnichannel customer engagement, while the VidyoWorks platform is a software-based video collaboration solution that provides consistent HD-quality video communication across consumer devices over the internet and 3G/4G/LTE mobile networks.

The Engagement Management solution combines the benefits of knowledge-based interaction support and enhanced customer engagement with video interactions.

The VidyoWorks solution also can be integrated into an organisation’s infrastructure, applications and workflows.

Verint’s voice recording software provides full-time and compliance recording to help contact centres increase operational effectiveness, reduce liability and comply with industry guidelines. The combination of voice recording and video can help further enhance enterprise performance and the overall customer experience.

Nancy Treaster

Nancy Treaster

“The emergence of video capabilities in the contact centre translates into new and exciting ways to engage customers,” said Nancy Treaster, Senior Vice President and General Manager, Strategic Operations at Verint Enterprise Intelligence Solutions. “We are delighted to collaborate with Vidyo to offer our mutual customers secure, reliable solutions designed to enhance service delivery, create new up- and cross-sell opportunities, and increase agent and operational productivity.”

For more information about Verint, visit their website.

Author: Megan Jones

Published On: 2nd Sep 2015 - Last modified: 22nd Mar 2017
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