Have you ever found yourself in need of remote assistance, but the assigned contact center agent can only communicate via voice or data? Situations like these are where video calls demonstrate their continued relevance, as they allow you to see the user’s caseload and even provide a face in interactions that require high levels of empathy.

Although they experienced a particularly notable boom during the 2019 pandemic, video calls remain significant due to the efficiencies they offer in terms of time and resource savings, whether in a 1-to-1 or group format.

Video calls have not only enriched communication, but have also transformed the way we access expert expertise as is the case in telemedicine, kinesic therapies or education.

Omni-channeling is not only about having different points of contact with users or end customers, but also about adapting the forms and languages used in each of these. In this context, the digitization of contact centers has evolved from the initial text format, which included chat and publications in social networks, to the incorporation of files and multimedia content.

However, an essential component that remains central to a contact center’s offering is the ability to interact via video and/or voice, in addition to text.

According to data compiled by statista.com, on average, around 35% of adults make at least one video call per month. This figure rises to 40% among younger segments of the population. However, voice communication still plays a critical role, especially among age groups such as the elderly.

So where is the opportunity to further expand conversational commerce through a multichannel approach? The next step is to take the multimedia leap with: OneMarketer Joint

This solution allows for two-way voice or video communication. As well as screen sharing of both users, create a cloud log of the session, create session traceability and other applications.

Integrating a video call service to your customer service channels will help you:

✅ Adapt to the communication needs of different types of users.

✅ Maintain closer communication and resolve needs through visual assistance.

✅ Record information and content shared by your agents through cloud backup.

✅ Find new business opportunities from the voice of your own users.

✅ Measure all your metrics and KPIs through session detail and associated reporting.

Video calls continue to solve the need for effective remote communication, enabling access to experts and resources quickly and efficiently. With omnichannel in today’s landscape, integrating video and voice into the contact experience becomes an essential component to meet the changing demands of modern communication.

Would you like to implement it in your company? Write us at info@onemarketer.net, together we will take your company to the next level.