Automated Voice & Data Solutions (AVDS), provider of the Interactive Intelligence Customer Interaction Center (CIC) all-in-one customer engagement software suite, and Vidyo, a provider of embedded video communications, have integrated CIC and Vidyo's Web-based, high-definition video conferencing solution.
The Vidyo/CIC integration allows real-time queuing and connectivity of video interactions between contact center agents and customers.
"Our research shows that companies can immediately improve their customers' experience using our Vidyo/CIC integration," said AVDS President Sharon Moon in a statement. "For instance, claimants involved in an auto accident can engage with an adjuster via a video interaction to show damages on the spot, thus speeding up the claims process."
The integration, when used in conjunction with CIC's recording capabilities, can also enable supervisors and managers to review each video interaction to see if agents are being empathetic.
"The impact of face-to-face interaction as part of a contact center is clear and compelling. We have seen a tremendous response to our video collaboration platform, and Vidyo is pleased to have been selected by AVDS for this integration into the Interactive Intelligence CIC contact center platform," said Bob Smith, senior vice president of global sales at Vidyo, in a statement.