Previously Published to TMC Net’s Omni-Channel Experience
Vidyo recently announced that its patented video conferencing technology will become part of a new marketplace, Genesys AppFoundry, which is poised to provide brands with innovative customer experience solutions. This partnership will allow businesses to enter face-to-face conversation with Genesys contact center agents, providing live human interaction to the customer service experience.
“Today, 75 percent of customer journeys start on mobile, web or social and this trend is only accelerating,” said Merijn te Booij, Executive Vice President of Product and Solution Strategy at Genesys. “Response to this digital imperative is increasingly important for companies competing on the battleground of customer experience.”
Most businesses are starting to realize that in a mobile world, most people despise typing long, drawn out conversations on a small mobile device. They find that touch screens and autocorrect often become their worst enemy – especially with “fat thumbs.” When people are frustrated, the last thing they want to do is type out their problem, especially if they don’t know what that problem even is!
Vidyo is catering to this problem. Through their Vidyo Adapter for Genesys, contact center agents will directly connect to customers all over the world. As they began working with healthcare and financial sectors, during preliminary testing, they found that customers actually prefer this type of interaction. Some clients even reported a 200 percent increase in their Net Promoter Score, while others found that calls are becoming shorter and satisfaction is increasing across borders.
Sometimes, its better to see someone face-to-face — especially at a time when frustration ad chaos is at its highest. Sometimes, this is the calming mechanism that shows a customer that the agent is sincerely interested in finding a solution. While in videoconference with a customer, the omnichannel experience is heightened whilst Genesys operators will gain access to connected apps and help to solve the problem. The agent is able to show the customer how to do something “hands on.” Not only does this decrease call times, but it eliminates repeat calls for the same problem.
Last week, omni-channel customers reported on how video conferencing empowers millenials in the workplace. Adding direct video calling and device sharing features to contact centers may just become a standard of the future. It is quite possible that Vidyo has started a trend in mobile and that other partnerships will adopt similar technologies that skirt around Vidyo’s patent.
While Vidyo holds a patent on this technology, we are seeing integrated partnerships amongst many tech companies during the wrap up of 2015. Omnichannel integrations are already combining video conferencing with cloud platforms to enhance productivity in the workplace. Will we see more businesses providing customer support features that include video chat on mobile? It’s possible.
Appery.io is predicting that based on the current trends of over 300,000 developers, 2016 will see many mobile technology companies merging to deliver omnichannel solutions that embrace collaboration. If they don’t, many are predicted to simply close doors and become defunct.
Appery.io also discussed how a majority of mobile users prefer using one central app in meeting all of their business needs. They hate sending apps to the background, while they attempt to execute yet another necessary task. This same would be concerning with customer service. Allowing them to see what you are having issue with is only the cherry on top!
