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.

14+

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!

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.

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.

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.

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.

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

Dedicated Customer Success Manager

24/7 Support &
Training

Self Help YouTube Channel

Trusted By

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Products

Capabilities

Video Chat integration with Cisco Finesse Contact Centers

14+

300+

98.7%

Quick transition