Verint Systems and Vidyo, a provider of cloud-based visual communication technology, are teaming up to bring video to contact centers. The combined offerings allow businesses to bring greater insight into customer interactions by integrating video calls using the VidyoWorks platform with Verint's engagement management and voice recording solutions.
Together with the VidyoWorks platform, Verint Engagement Management will enable video interactions between customers and service employees.
The VidyoWorks platform is a software-based video collaboration solution that provides HD-quality video communication across consumer devices over the Internet and 3G/4G/LTE mobile networks. It also can be integrated into organizations' infrastructure, applications, and workflows.
"The emergence of video capabilities in the contact center translates into new and exciting ways to engage customers," said Nancy Treaster, senior vice president and general manager of strategic operations at Verint Enterprise Intelligence Solutions, in a statement. "We are delighted to collaborate with Vidyo to offer our mutual customers secure, reliable solutions designed to enhance service delivery, create new up- and cross-sell opportunities, and increase agent and operational productivity."
"Vidyo is excited about the opportunity to provide Verint customers with the technology necessary to make visual enablement a part of their customer engagement strategy," said Eran Westman, CEO of Vidyo, in a statement. "Integration of Vidyo with Verint's market-leading technology helps minimize barriers to adoption of video-enabled customer engagement centers by making deployment easier, faster, and more affordable."
NICE Systems in May announced a similar Vidyo integration, bringing together the NICE Engage Platform, a recording and analytics solution, with the VidyoWorks platform.