In his 2014 book The Age of the Customer: Prepare for the Moment of Relevance, Jim Blasingame states that the Internet, mobile devices and associated applications have changed the millennia-old balance of power between sellers and customers and, for the first time in history, the customer is now in charge of the relationship. In The Age of the Customer, the customer controls the flow of information and increasingly expects sellers to connect with them on their terms.
If you are in the banking, insurance, healthcare or any other highly competitive and customer-centric market, you are no doubt experiencing this phenomenon as your customers demand mobile apps, online and personalized services available 24×7. The price for not keeping up with the trend? Lost customers, declining revenue and reduced wallet share.
In response, unprecedented numbers of businesses are launching video enabled customer services via ATMs, kiosks, embedding video communication capabilities into websites, and on mobile apps. In highly regulated industries, and in any business where recording and work force optimization (WFO) tools have been deployed, it is essential to leverage the existing contact center recording and work force optimization systems so the same level of regulatory compliance and analytics can be applied to video-based interactions as to traditional service channels. Vidyo’s real time interactive video communication engine can now be integrated with market leading recording and WFO solutions from industry leaders like NICE Systems.
If your customers have put you on the hot seat to add video to your customer service mix, you can feel confident that your investment in a compliance recording and workforce optimization solution can be extended to include video interactions