Video Calling

April, 2017

Video calling is definitely coming. The technological challenges and cultural barriers are disappearing and the benefits are already being seen.

Video calling is hardly news. Products like Facetime for the iPhone have been around since 2011 and going back even further Microsoft Netmeeting provided video calling in 1998 – almost 20 years ago!

Until recently, the contact center industry has not made much effort to incorporate video calling. There are a number of reasons for this delay. Firstly, video calling creates significant bandwidth requirements – the bandwidth required for a good quality video call can be five to ten times more than a voice call. Secondly, video calling software has been proprietary. For example, you cannot talk from Skype to Facetime, or from Google to Whatsapp. Standards exist for voice calling but not video calling, so understandably, contact centers have stuck with voice.

Bandwidth problems are being overcome. Clever encoding of the video stream means that the bandwidth required for a video call is now less, and the ever-expanding Internet is bringing ever broader internet connections to call centres. As for the challenge of differing systems being integrated; the rise of WebRTC has made this less complicated. A simple web browser has become the means to send and receive a stream of video between two computers regardless of platform.

However, these have not been the only barriers to adoption. There is also a cultural one. Many people are uncomfortable with video calls, for some it feels a bit too intrusive. Others may feel a bit shy and they don’t like to be caught on camera unawares. This cultural challenge is unlikely to last long thanks to social media. In particular, those that utilise video such as Snapchat have made us more comfortable with appearing on other people’s screens. For those who are still shy; there’s no need for video to flow in both directions, it could just be the contact center agent that is visible to the customer, not vice versa.

Video calling is definitely coming and in some industries it is already here. Industries such as healthcare and insurance have been quick to realise the benefits of seeing a video of the other party on a call. For example, healthcare providers are using video to look at bodily afflictions and insurers to view dents in the paintwork of a car. It’s easy to see other benefits too. A friendly face appearing on the screen can help the caller establish stronger rapport with an agent, and also give that agent more credibility. Providing visual cues in a call makes for much better communication between two parties.

In our next blog we will explore how video can help build up trust.

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

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    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

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    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

Capabilities

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

Modules

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

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

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    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