The reasons why video in the contact center is going mainstream.

In this article by Contact Center Pipeline, Lifesize’s CEO Trent Waterhouse discusses how video-enabled contact center support allows businesses to connect and interact with each other and customers better. From allowing customer service representatives to literally see what the customer sees, to providing that all too important human interaction and connection component that seems to be missing from so many online interactions these days, leveraging video-enabled contact center solutions like CxEngage to improve your CX can help your business rise above the rest.

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    • 34 percent of U.S. customers cited “Automated Telephone System (IVR) / Inability to reach a live person for customer support” as “the most frustrating aspect of a customer service experience” — more than any other issue. This tension provides a perfect backdrop for how AI and video should be working together towards a differentiated customer experience. Chatbots and speech-to-text can make your agents’ and your customers’ lives easier, but only if used judiciously, and in the right types of interactions. A video contact center service, on the other hand, can provide the in-depth, human interactions that customers now expect in real time from brands, but only if it can be surfaced at the right points in the contact flow.
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  • Pearson Education’s Contact Center Heroics
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