Video communication: touchstone of digital transformation
Many call centers today work with video communication. But where and when does this means of communication really make sense? We asked an expert.
Video conferencing has become an everyday occurrence in many companies. But video communication is also increasingly the means of choice for exchanges with customers. However, there are a few points to consider when implementing a video communications platform, explains Ali Murat Gürçay, Senior Business Development Manager at CCR. The international company, headquartered in Turkey with major offices in Zurich and Dubai, provides business communication and exceptional CX solutions to its customers. CCR's customers include Medgate, Medela, Sunrise, WIR Bank, Constellium, Vifor Pharma.
When does video communication make sense?
Technology changes every day. And time is one of the most important things in our lives. So people don't want to spend a lot of time getting information or solving a problem. If they have to wait, it should be worth it. So our mission is to simplify the customer experience and make end users happy with their customer service. So CCR's video communication idea was born out of this realization. We wanted people to save time for themselves instead of going to the bank branch or hospital.
Video communication is becoming a touchstone of digital transformation today. During the pandemic, many companies have turned to us regarding our EasyConnect Video video communications solution. They want to stay connected face-to-face with their customers. For example, whether it's banking for their customers or telemedicine for their patients. In 2017, we launched our first Telemedicine project with Medgate started. This project was nominated and awarded for the category "Customer Orientation".
What needs to be considered during implementation?
First of all, you must have a call center. Our solution currently works on the call center platform. This is the reason why EasyConnect Video brings so much success. When video communication is implemented in the call center, it is easy to retrieve the history or data of all customers. One can also store the new information in the customer record. Technically, the solution can be implemented on virtual servers, which significantly shortens the implementation time and offers cost savings to customers. Our implementations can also be done remotely to provide additional health security to all stakeholders by avoiding to collaborate in the same room.
What additional investments are necessary?
The call center platform should be one of the Genesys products. CCR is a Gold Partner of Genesys. EasyConnect Video works with Genesys Engage and PureConnect. Cloud support in the 2021 roadmap is also easy to integrate. Our customers need simple PCs or laptops with cameras to get started. We also support mobile devices such as phones and tablets so customers can reach the call centers via video call on their mobile devices.
More tips for successful application?
EasyConnect Video could be integrated into any industry with different use cases. This offers convenient interaction with personal online banking or digital on-boarding, a brand-new sales channel in retail, damage assessment of live insurance after an accident, faster access to news of what's happening with live notifications, face-to-face services that make life easier for disabled people, diagnosis through video conferencing in the healthcare sector (telemedicine), and so on. Companies should certainly also consider their corporate image while providing video chat capabilities, as a video is more of a social interaction than a phone call.
