HOUSTON, TX and HACKENSACK, NJ, Oct 11, 2016 – AVDS, a leading provider of the Interactive Intelligence Customer Interaction Center® (CIC) all-in-one customer engagement software suite, and Vidyo, a leader in embedded video communications, have announced an integration between CIC and Vidyo’s Web-based, high-definition video conferencing solution.
The Vidyo/CIC integration allows real-time queuing and connectivity of video interactions between contact center agents and customers.
“Our research shows that companies can immediately improve their customers’ experience using our Vidyo/CIC integration,” said AVDS President Sharon Moon. “For instance, claimants involved in an auto accident can engage with an adjuster via a video interaction to show damages on the spot, thus speeding up the claims process.”
The integration, when used in conjunction with CIC’s recording capabilities, can also enable supervisors and managers to review each video interaction to see if agents are being empathetic, thus further improving the customer experience.
The total video conferencing market is on a high growth trajectory and is forecast to grow at a compound annual growth rate (CAGR) of 13.2 percent from 2015 to 2020 to reach $11.44 billion by 2020 (Growth Opportunities in the Video Conferencing Market, Frost & Sullivan, June 2016).
Vidyo, already a major player in the video conferencing space, has been at the forefront of video-enabled communications in telemedicine, financial services and government. The Vidyo/CIC integration will significantly leverage Vidyo in contact centers that use CIC.
“The impact of face-to-face interaction as part of a contact center is clear and compelling. We have seen a tremendous response to our video collaboration platform and Vidyo is pleased to have been selected by AVDS for this integration into the Interactive Intelligence CIC contact center platform,” said Bob Smith, Senior Vice President, Global Sales, Vidyo.
The Vidyo/CIC solution is ideal for all industries, including insurance, financial services, healthcare and education.
For more information, download the Vidyo/CIC Datasheet.