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Video Chat integration with Cisco Finesse Contact Centers

Connect with customers face-to-face in real-time with video chat from Cisco Finesse Contact Centers.
Cisco Video Chat Integration
15+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Quick transition

Instantly escalate any conversation to video chat for an engaging experience. Faster resolution with real-time meetings to understand customer perspective straight from a text chat to live interaction via video. Eliminate long waits and frustrating miscommunications by seeing customers in real time from any device. Live agent assistance via real-time video to provide superior customer service with no frustrating hold times!
  • 10X Better customer experience
  • Reduced service ticket resolution time.
  • Lowered in call volume
Cisco Video Chat Integration
Cisco Video Chat Integration

In-person assistance

An interactive experience for the in-store feel or visual guidance to showcase products, software installation processes, video KYC, and more. Live video chat software improves CSAT score and creates better emotional connect with customers. This implementation provides a great opportunity to improve customer experience with personalized care by allowing agents to address customer queries remotely at their own convenience while keeping customers engaged via live communication.
  • Better emotional connection with customers.
  • Read real-time customer behavior and body language.
  • Stronger customer relationships.
  • Improves brand’s loyalty

All-in one support tool

Video chat tool lends a helping hand in hassle-free query resolution from any device without the need for any third-party downloads. Manage live video along with all digital channels over a single interface and enhance agent productivity. Get agents back on point and help customers quickly resolve problems while they are on their end, improving customer satisfaction by seamlessly delivering service across all touch points of contact.
  • Single view of their interactions with your agents
  • Higher service quality and customer satisfaction
  • Greater operational efficiency
  • Alerts & reminders to be proactive and resolve problems quickly
Cisco Video Chat Integration
Cisco Video Chat Integration

Live web collaboration session

Face-to-face interaction along with sharing documents, text chat, co-browsing or applications. Even the interaction history is available for personalized assistance. Customers who want to discuss specific details can initiate a collaboration session using an online meeting client on their computer or mobile device. Clients will be able to select between audio, video and desktop sharing options. When you share your screen, collaborators will see exactly what you see. This capability allows you to invite customers into Cisco WebEx meetings or create one-on-one sessions in real time when they need help.
  • Better communication between agents and customers
  • View documents from a document sharing solution directly in your session
  • Live interaction with co-browsing, voice and content sharing in real time from any device.

Seamless Cisco Integration

Integrating your Cisco Contact Center with Video Chat provides an intuitive experience for customers. Through a single interface, you can access all of your Cisco solutions. Customers benefit from being able to communicate and see each other in real time as a much more natural way to communicate compared to talking on a phone call or sending emails back and forth.
  • One screen view – Handle video chat and other channel conversations over a single screen.
  • Blended tool – Interface embedded within Cisco Finesse for agents to work seamlessly.
  • Productivity tools – Instant assistance with built-in Knowledge Base and Case Management.
  • Recording facility – Video recording available to train teams and monitor security.
Cisco Video Chat Integration

Pre-Built Gadgets

Agent Performance Dashboard Gadget
Ticketing Gadget
Customer Management Gadget
Knowledge Base Gadget
Agent to Agent/Supervisor Chat & Broadcast Gadget
Agent Personal Phonebook Gadget
Agent Scripting Gadget
Call Disposition Gadget

Seamless Integration with

aurus
eGain-Integration
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