The reports have shown that conversion rate, upsell rate, and Net Promoter Scores all see an increase when using video over traditional channels.

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September 17, 2016

VidyoEngage for Genesys

Improve Customer Satisfaction, Increase Revenue, and Reduce Customer Churn with High Quality Video

According to analyst reports, the adoption of video within the contact center is growing rapidly, for both transactional interactions as well as “moment of truth” journeys like buying a house.

The reports have shown that conversion rate, upsell rate, and Net Promoter Scores all see an increase when using video over traditional channels. It gives customers the convenience of mobile or web engagement, but with the quality of an in person interaction. And it’s working across industries.

With VidyoEngage, Contact Centers are providing this service to their customers with all the features and functionality you’d expect from your other Genesys channels, like Skills Based Routing to the best possible agent. In addition, Content Sharing provides a full Customer Experience Suite for visual collaboration.

Banks can have high value clients interact with their personal agents over video. Insurance adjusters can see and assess damage done over video instead of travelling to all locations. Field services technicians can use SmartGlasses or mobile devices to provide “See What I See” support.

For more on VidyoEngage for Genesys and to schedule your personal demo with a VidyoEngage engineer, click here.

Expected Results from Deploying VidyoEngage for Genesys based on Analyst Reports:

  • Higher Net Promoter Score
  • Higher Customer Satisfaction
  • Higher Conversion Rate
  • Higher Average Order Value
  • Lower Average Handle Time

This G-Force, Vidyo and Genesys are partnering to offer you a unique opportunity to make a contribution to our world with Giveback: A Journey of a Lifetime. Enter today!