With inConcert’s video chat solution, businesses can create and distribute various types of videos, such as product demonstrations, tutorials, personalised messages, customer testimonials, and interactive video experiences. These videos can be utilised across multiple touchpoints, including websites, social media platforms, email campaigns, and customer support channels.
The key benefits of implementing inConcert’s video chat solution include:
Enhanced Engagement: Videos can capture attention and convey information more engagingly and memorably, compared to text or static images. By incorporating videos into the customer journey, businesses can create more immersive experiences that resonate with their audience.
Personalisation: InConcert’s video chat solution often offers features that enable businesses to personalise videos based on customer data and preferences. This level of personalisation can significantly improve customer engagement and satisfaction by delivering relevant content tailored to individual needs.
Improved Communication: InConcert video chat allows for effective storytelling and the ability to convey complex information clearly and concisely. It can be particularly useful for explaining product features, providing step-by-step instructions, and addressing customer concerns, leading to better communication and understanding.
Increased Conversion and Sales: Engaging videos can have a positive impact on conversion rates and sales. By showcasing product benefits, demonstrating value, and addressing customer objections, businesses can influence purchasing decisions and drive more conversions.
Analytics and Insights: Many CX video solutions provide analytics and reporting capabilities, allowing businesses to track video performance, viewer engagement, and conversion metrics. These insights help identify areas for improvement, optimise video content, and make data-driven decisions to enhance the overall customer experience.
· Click-To-Call (Voice over Internet call) and Video Call (camera computers) channels
In addition to the traditional voice channel, inConcert offers the incorporation of the functionality of calls over the Internet, allowing the Client who visits the Web to be automatically and directly connected to a Contact Centre Agent. To do this, it is only necessary to use the Client's resources (microphone and headphones or speakers), on which the browser will request the corresponding permissions.
Being able to see the person with whom you interact is essential in certain services, where you need to offer differentiated and higher-quality care. In that case, video is the best option to increase trust and engagement with the brand. Both the Client and the Agent can enable or disable video sharing at any time, depending on the default option, and maintain only voice communication.
On these channels, the same actions and management of a standard call are supported:
· Hold & Mute & Reglue.
· Transfer to Agent.
· Possibility of Voice conferencing with additional Agents.
· Transfer to Campaign or Level of Care.
· CTI integration (scripts, forms, typing, arguments, etc.).
· History and reports of video calls (call_ID, Agent, date, duration, NDS, etc.).
· Recording of video calls (audio and video, in the same recording).
In addition, it allows you to add pre or post-interaction forms, for initial data collection, messages, surveys, etc.
The ability to integrate the video-agent option into the Contact Centre is immediate, free of charge for the Client, responsive, and without having to make any intervention or technical modification to the equipment. This integration can be done, without complications, on any landing page or web page, regardless of its CMS, whether it is public or it requires a previous login, both external to the inConcert platform and generated and published from it. Access to the page where this channel is integrated can be done directly (navigation), or through the provision of a link that can be sent to the Client through the additional channels available on the platform (SMS, Email, WhatsApp, etc.). The link can be provided manually, in conversation through an alternative channel maintained with the Client, or as part of the different automations that can be deployed on the platform (automatic messages, bots, etc.). Both the sending and the video call itself will become part of the Client's interaction history, with their respective classifications and other management actions. In addition, it is also possible to deploy pre-service forms (data request, code validation, etc.), automatic voice messages similar to those of a standard call (music on hold, recording notification, etc.) or post-service (surveys, etc.) on this channel.
The technology used for the implementation of this channel is webRTC, and it is integrated into the web through the provision of a js snippet, which is enabled within the code of the page. It allows invocation from 2G/3G/4G/5G mobile networks, as well as the Carrier’s ability to use an asynchronous port configuration.
Screen Sharing (works for both the agent’s and the customer’s side).
With inConcert’s video chat solution, businesses can create and distribute various types of videos, such as product demonstrations, tutorials, personalised messages, customer testimonials, and interactive video experiences. These videos can be utilised across multiple touchpoints, including websites, social media platforms, email campaigns, and customer support channels.
The key benefits of implementing inConcert’s video chat solution include:
Enhanced Engagement: Videos can capture attention and convey information more engagingly and memorably, compared to text or static images. By incorporating videos into the customer journey, businesses can create more immersive experiences that resonate with their audience.
Personalisation: InConcert’s video chat solution often offers features that enable businesses to personalise videos based on customer data and preferences. This level of personalisation can significantly improve customer engagement and satisfaction by delivering relevant content tailored to individual needs.
Improved Communication: InConcert video chat allows for effective storytelling and the ability to convey complex information clearly and concisely. It can be particularly useful for explaining product features, providing step-by-step instructions, and addressing customer concerns, leading to better communication and understanding.
Increased Conversion and Sales: Engaging videos can have a positive impact on conversion rates and sales. By showcasing product benefits, demonstrating value, and addressing customer objections, businesses can influence purchasing decisions and drive more conversions.
Analytics and Insights: Many CX video solutions provide analytics and reporting capabilities, allowing businesses to track video performance, viewer engagement, and conversion metrics. These insights help identify areas for improvement, optimise video content, and make data-driven decisions to enhance the overall customer experience.
· Click-To-Call (Voice over Internet call) and Video Call (camera computers) channels
In addition to the traditional voice channel, inConcert offers the incorporation of the functionality of calls over the Internet, allowing the Client who visits the Web to be automatically and directly connected to a Contact Centre Agent. To do this, it is only necessary to use the Client's resources (microphone and headphones or speakers), on which the browser will request the corresponding permissions.
Being able to see the person with whom you interact is essential in certain services, where you need to offer differentiated and higher-quality care. In that case, video is the best option to increase trust and engagement with the brand. Both the Client and the Agent can enable or disable video sharing at any time, depending on the default option, and maintain only voice communication.
On these channels, the same actions and management of a standard call are supported:
· Hold & Mute & Reglue.
· Transfer to Agent.
· Possibility of Voice conferencing with additional Agents.
· Transfer to Campaign or Level of Care.
· CTI integration (scripts, forms, typing, arguments, etc.).
· History and reports of video calls (call_ID, Agent, date, duration, NDS, etc.).
· Recording of video calls (audio and video, in the same recording).
In addition, it allows you to add pre or post-interaction forms, for initial data collection, messages, surveys, etc.
The ability to integrate the video-agent option into the Contact Centre is immediate, free of charge for the Client, responsive, and without having to make any intervention or technical modification to the equipment. This integration can be done, without complications, on any landing page or web page, regardless of its CMS, whether it is public or it requires a previous login, both external to the inConcert platform and generated and published from it. Access to the page where this channel is integrated can be done directly (navigation), or through the provision of a link that can be sent to the Client through the additional channels available on the platform (SMS, Email, WhatsApp, etc.). The link can be provided manually, in conversation through an alternative channel maintained with the Client, or as part of the different automations that can be deployed on the platform (automatic messages, bots, etc.). Both the sending and the video call itself will become part of the Client's interaction history, with their respective classifications and other management actions. In addition, it is also possible to deploy pre-service forms (data request, code validation, etc.), automatic voice messages similar to those of a standard call (music on hold, recording notification, etc.) or post-service (surveys, etc.) on this channel.
The technology used for the implementation of this channel is webRTC, and it is integrated into the web through the provision of a js snippet, which is enabled within the code of the page. It allows invocation from 2G/3G/4G/5G mobile networks, as well as the Carrier’s ability to use an asynchronous port configuration.
Screen Sharing (works for both the agent’s and the customer’s side).
I’ts advanced automatic dialing technology makes the outbound operation profitable by accessing more contacts in less time, reducing the abandonment rate and increasing the penetration of the contact list. It allows you to configure the type of dialing and other criteria, in an agile and simple way, from different interfaces depending on the User role. You can set the number of attempts according to different criteria such as: type of phone, the result of the previous dialing attempt, maximum total dialing per Contact, per day, etc. Standard features include:
- It incorporates advanced Multimode Voice Dialing technologies: Predictive, Manual Rate, Progressive, Preview.
- Automatic Messaging: Allows access to thousands of Contacts with a highly efficient tool for sending personalized Voice Messages, SMS, Emails and WhatsApps quickly and at the lowest cost.
- Incorporation of skills in automatic call assignment (skill dialer).
- Call Progress Analysis and Answering Machine Detection (AMD).
- Multiple campaigns with blending and lists with automatic prioritization.
- Dynamic management and updating of contact lists or segments (Batches) and BlackLists.
- Adherence to regulations.
- Unified campaign management.
- Integration with front-end applications, forms, and scripts.
- Advanced Management of Dialing Rules.
- Insights and analytics. It shows the number of pending and completed contacts, scheduled, etc., both globally and individually for each of the segments that have been generated on the database.
I’ts advanced automatic dialing technology makes the outbound operation profitable by accessing more contacts in less time, reducing the abandonment rate and increasing the penetration of the contact list. It allows you to configure the type of dialing and other criteria, in an agile and simple way, from different interfaces depending on the User role. You can set the number of attempts according to different criteria such as: type of phone, the result of the previous dialing attempt, maximum total dialing per Contact, per day, etc. Standard features include:
- It incorporates advanced Multimode Voice Dialing technologies: Predictive, Manual Rate, Progressive, Preview.
- Automatic Messaging: Allows access to thousands of Contacts with a highly efficient tool for sending personalized Voice Messages, SMS, Emails and WhatsApps quickly and at the lowest cost.
- Incorporation of skills in automatic call assignment (skill dialer).
- Call Progress Analysis and Answering Machine Detection (AMD).
- Multiple campaigns with blending and lists with automatic prioritization.
- Dynamic management and updating of contact lists or segments (Batches) and BlackLists.
- Adherence to regulations.
- Unified campaign management.
- Integration with front-end applications, forms, and scripts.
- Advanced Management of Dialing Rules.
- Insights and analytics. It shows the number of pending and completed contacts, scheduled, etc., both globally and individually for each of the segments that have been generated on the database.
I’ts advanced automatic dialing technology makes the outbound operation profitable by accessing more contacts in less time, reducing the abandonment rate and increasing the penetration of the contact list. It allows you to configure the type of dialing and other criteria, in an agile and simple way, from different interfaces depending on the User role. You can set the number of attempts according to different criteria such as: type of phone, the result of the previous dialing attempt, maximum total dialing per Contact, per day, etc. Standard features include:
- It incorporates advanced Multimode Voice Dialing technologies: Predictive, Manual Rate, Progressive, Preview.
- Automatic Messaging: Allows access to thousands of Contacts with a highly efficient tool for sending personalized Voice Messages, SMS, Emails and WhatsApps quickly and at the lowest cost.
- Incorporation of skills in automatic call assignment (skill dialer).
- Call Progress Analysis and Answering Machine Detection (AMD).
- Multiple campaigns with blending and lists with automatic prioritization.
- Dynamic management and updating of contact lists or segments (Batches) and BlackLists.
- Adherence to regulations.
- Unified campaign management.
- Integration with front-end applications, forms, and scripts.
- Advanced Management of Dialing Rules.
- Insights and analytics. It shows the number of pending and completed contacts, scheduled, etc., both globally and individually for each of the segments that have been generated on the database.
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