INTRODUCTION
A slew of reports are available for tracking and logging each support session, while special consideration is taken for securing the sensitive data stored during an interactive session – and their access. Photos and videos captured during a session are exclusively stored on the server – and by design can only be accessed or vetted by the agent, customer, or the agent’s supervisors.
Staying true to its inheritance in the customer support paradigm, the Video Assistant gives the support agent a unique set of tools to control the flow of the interactive session – session initiation, screen sharing request, remote camera control, remote screenshot capture, and video recording. The number of assessments performed by an inspector in a day had increased by 15% (productivity).
The agent’s experience can be further enhanced with extra information extracted from clients’ history and other interactions, while real-time face tracking and recognition makes it ideal for customer onboarding scenarios.
The latest iteration of Mediatel’s Contact Center solution leverages the full range of communication channels to further enhance the interactive customer experience. Marketing the access to the online platform led to an increase in enrolled customer by 7%.
Whether you're looking for AI-powered Chatbots and queue management to reduce support costs, predictive dialer campaigns with thousands of calls or video chat and screen sharing to enable remote sales, Mediatel Data is your all-in-one solution for contact centers.
Mediatel Data chooses to boost sales and services by embedding video, voice, chat, social media posts, comments, and co-browsing into customers’ journeys.
Video Assistant through Mediatel Data Business Model
Due to this Pandemic situation and to the fact that the transition from office to remote work was not an easy process for some companies, the most requested product offered by Mediatel Data was the Video Inspector Application - standalone (initially named like this), but also the Quality Management application, tools that aim to facilitate an environment. Using our new solutions mobility costs reduced through 'work from home' opportunity (win-win situation).
The clients were satisfied with the effort made by Mediatel Data for their most discreet transition from office to remote, and this brought extra satisfaction to the team. Therefore, customers did not have any problems with this change, and their data remained secure due to the fact that all connections are secured by VPN or through other technical solutions in this area.
In a situation like this, you need to make sure that the system allows you to keep the same contact details of the customer relations department if the work will take place from home. Well, Mediatel Data managed to do this, integrating the Video Assistant in our full Contact Center Platform. The full 360^ view helped both agents and customers, administrating in the same platform incoming and outgoing calls, as well as the emails, tickets, chat sessions, and full contact history.
Video Assistant brought the perfect technology to bring people together and protecting them at the same time, which meant that for clients there was no noticeable difference in the location of the agents and after internal market research we fount out that the physical contact was reduced for many business-actions related with over 95%.
