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Vidyo Debuts VidyoWorks Contact Center Reference Design

March 18, 2014

By Shamila Janakiraman,
TMCnet Contributor

Video-enabled call centers can improve the user experience and enhance information exchange between agent and consumer at the same time reducing the average agent time spent per customer interaction.

Vidyo (News - Alert) unveiled its new developer resource kit, VidyoWorks contact center reference design which features customizable client and agent contact center Web apps that can create video contact center experiences. Call center providers, enterprises, system integrators, and Web developers can use the reference design along with VidyoWorks APIs.

Ofer Shapiro (News - Alert), co-founder and CEO of Vidyo, said, “Demand for video-enabled contact centers is being driven by enterprises that are looking to provide high touch, cost effective, personal interactions as a blended part of their business processes.”

The VidyoWorks contact center reference design allows developers to enhance the user interface of the Web app while Vidyo’s infrastructure will enable video, voice and content communication and collaboration experiences. These features can adapt according to consumer devices and networks.

As Web development of scalable, video-enabled contact centers is facilitated by the solution, companies can now deliver high quality interactions quickly and cost effectively.

Also VidyoWorks features critical contact center capabilities including queuing logic in addition to delivering context sensitive content to consumers on hold. Also users can collect and present consumer data for agent review, and present subject matter experts or supervisors to a consumer interaction in real-time. Users will be able to support scheduled and ad hoc consumer encounters and enhance video communication within the browser.

VidyoRouter infrastructure provides optimum scalability features for contact centers that are created using the new reference design.  The scalability covers the public Internet and all types of devices like laptops, PCs, mobile phones and tablets.

Vidyo also announced that it will be continuing its relationship with Google (News - Alert) to enhance the video quality within WebRTC. Vidyo is developing scalable video coding (SVC) extensions for VP9 and WebRTC and will be using WebRTC collaboration with Google to provide innovative consumer and enterprise solutions.

Edited by Alisen Downey