Video Calling: The Ultimate Trust-Builder

May, 2017

Showing your face can be a great way to build trust. However, there are some key points to take into consideration before you start.
In our last blog we talked about the technological changes that are bringing video calling to the contact centre.

We instinctively know that ‘showing your face’ can be a great way to build trust.  For example, a number of well publicised uses of video calling have shown what it can do:

  • ISP Verizon, who have used video calling to help customers resolve technical issues
  • Footwear retailer Schuh whose agents can show you an example of the shoe you are interested in while you chat with them
  • Barclay’s Bank and LloydsTSB, both have started to offer mortgage advice by video call

So, what should organisations that are considering deploying video take into consideration?

  • Agents need to be ‘video friendly’ – clothes need to be suitable and inoffensive and the overall visual presentation should reflect the kind of company being represented.
  • Clutter on or around the agent’s desk may be visible to callers – ensure this is kept to a minimum.
  • Background imagery needs to reflect the organisation – typically a suitable backdrop screen similar to what TV stations use.
  • Lighting is also important – with poor lighting an agent’s features may be obscured, which will detract significantly.
  • The agent must be trained to look at the camera. The purpose is to show the friendly face of your agent, not the side of their head!
  • Queueing a video caller gives the opportunity to provide video content or even video-style IVR prior to connecting the call to an agent. This gives the opportunity to show that an organisation is professional and able to provide helpful video content for its clients.

The challenges of video calling are somewhat similar to those faced when organisations started to use social media to respond to their clients.  As with Facebook and Twitter before it, video calling brings a whole new dimension to the contact center’s interaction with its clients and in turn this creates demands on those organisations who wish to use it.  Done badly, it can highlight poor presentation skills and a lack of attention to detail.  However, if well-executed it gives a company the means to present itself in a new and more effective way.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app