Video

The customer’s first call should be the only call they need to make.

Text and voice channels alone may not be enough to solve a customer’s query.

You need video for better internal and external collaboration.

Video for the Contact Center

With more and more businesses making the switch to a fully remote or hybrid workforce, video is a vital part of modern UCaaS solutions. Adding video to your contact center empowers collaboration from anywhere. Your employees can work together in real-time to solve problems faster, while providing a highly personalized customer experience, wherever they are.

To  ensure the best possible experience for both internal and external customers, you need a solution which provides seamless, on-demand video calls. When an in-depth conversation is needed, users must be able to switch to video from any channel, in an instant. To ensure a consistent user experience, you must deliver smooth escalation, supported by data-driven insights.

On-demand Video Calls

The Challenge

Video has the potential to provide in-depth, face-to-face resolutions that enhance customer satisfaction. However, if a customer has to install specific software in order to access video, this potential is wasted. The customer journey becomes disjointed, and customer satisfaction suffers.

The Solution

You need to offer your customers virtual, on-demand consultations without prior arrangement, or the need to install video conferencing software. To maintain customer loyalty and build trust, you need to deliver this securely to protect your customers’ privacy.

How storm helps

storm® LINK™ enables live, one-way and two-way video communication, without the need for installations by either party. LINK also enables instant file sharing, including images and documents, and instant screen sharing. Through a single-use WebRTC link sent to the customer’s mobile or tablet device, video communications are effortless and totally secure.

This powerful and feature-rich tool allows you to deliver dynamic visual experiences, resolve issues comprehensively and build customer trust.

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Seamless Channel Shift

The Challenge

Great customer experiences rely on serving customers through the channel most convenient to them.  This may change during the interaction. To maximize customer satisfaction, the shift to video must be seamless –  regardless of the initial interaction type, agent type, or channel.

The Solution

Consistency is the key to a seamless customer journey. Whether shifting to video from a phone call, from live web chat, or from AI-assisted self-service, your agents must be supported by all the data they need to deliver a highly-personalized interaction.

How storm helps

storm CKS, the platform’s native CRM tool, ensures agents have all the information they need at their fingertips whenever channel shift occurs. Regardless of interaction type or channel, the agent is supported through rich customer data, which is passed to their desktop via instant screen-pops.

These data-driven insights enable instant personalization and save customers from having to repeat information. storm delivers seamless channel shift for outstanding customer engagement.

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Internal Collaboration

The Challenge

To keep your business running as usual during unprecedented times, and to optimize your operations, it is essential that you align your front- and back-office teams. However, to make the user experience truly seamless, you need to make sure that video integrates fully with your suite of collaboration tools.

The Solution

A video and collaboration tool  lets your employees host meetings, share files, and collaborate in real-time – no matter where they are or what device they are using. A fully-integrated, browser-based solution gives users the rich functionality they need, without having to install any additional software.

How storm helps

The storm DTA® agent desktop brings together every communication tool your agents might need within a single, unified interface. This includes native video conferencing capabilities. DTA is browser-based, which means that your employees can log in from any internet-enabled device for in-depth, face-to-face collaboration – even when working remotely.

Alternatively, deep integrations help you make the most of the tools you already have. storm’s integrations with Zoom and Microsoft Teams empower front-office agents to collaborate with the organization, gather information, and connect with their colleagues.

Zoom Integration

Zoom is fully integrated into the storm DTA agent desktop, enabling instant, seamless collaboration.

Allow your staff to make use of the rich functionality that Zoom offers; including voice, video, screen sharing and inter-conference messaging availability.

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Microsoft Teams Integration

storm‘s Microsoft Teams integration enables two-way call transfers between front-office and back-office users.

Employees can quickly locate one another and view live availability statuses. Presence sync ensures full visibility while collaborating.

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