A partnership between cloud video company Vyopta and unified communications provider Polycom (News - Alert) holds interesting possibilities for the contact center industry as the two companies attempt to merge their areas of expertise to create a video-based customer engagement solution.
With web-based conferencing technology already infiltrating other business arenas, it remains to be seen how readily consumers will accept video-based interactions with call center agents. While it’s likely only a matter of time before video goes mainstream, when exactly is still anyone’s guess.
Vyopta and Polcom believe the time is right now, and they plan to develop a video customer engagement solution that essentially creates a virtual meeting room to connect customers with service representatives.
According to the companies, the solution doesn’t connect just any customer with any representative. Instead, the solution will determine a product or service need first, ensuring the right specialists are connected with customers via video conferencing.
“We believe we have cracked the code on how companies can truly capitalize on the benefits of delivering high-quality visual interactions to improve customer service and patient encounters, while optimizing use of virtual expert resources and maximizing financial performance,” said Alfredo Ramirez, president and CEO of Vyopta.
These guided web-based video interactions reportedly will be available on-demand as well as scheduled. Technology from Vyopta will develop the business intelligence that will allow the solution to match the customer and the specialist. The companies are aiming for the telehealth, infrastructure asset management and customer services markets.
Vyopta is already closely involved with Polycom’s interoperability requirements, so the new solution will be certified in Polycom’s Technology Partner Program. That means that the devices and the applications are tested for interoperability with Polycom products and applications.
“The Vyopta solutions help extend and enhance the Polycom experience by delivering enhanced functionality and reliable interoperability,” said Ted Colton, group vice president, strategic alliances, Polycom. “Partnering together delivers video collaboration solutions that power richer conversations and higher productivity, which transforms lives and businesses in the process.”
Edited by Blaise McNamee