AVDS, a leading provider of the Interactive Intelligence Customer Interaction Center® (CIC) all-in-one customer engagement software suite, and Vidyo, a leader in embedded video communications, have announced an integration between CIC and Vidyo’s Web-based, high-definition video conferencing solution.
The Vidyo/CIC integration allows real-time queuing and connectivity of video interactions between contact center agents and customers.
“Our research shows that companies can immediately improve their customers’ experience using our Vidyo/CIC integration,” said AVDS President Sharon Moon. “For instance, claimants involved in an auto accident can engage with an adjuster via a video interaction to show damages on the spot, thus speeding up the claims process.”
The integration, when used in conjunction with CIC’s recording capabilities, can also enable supervisors and managers to review each video interaction to see if agents are being empathetic, thus further improving the customer experience.
The total video conferencing market is on a high growth trajectory and is forecast to grow at a compound annual growth rate (CAGR) of 13.2 percent from 2015 to 2020 to reach $11.44 billion by 2020 (Growth Opportunities in the Video Conferencing Market, Frost & Sullivan, June 2016).
Vidyo, already a major player in the video conferencing space, has been at the forefront of video-enabled communications in telemedicine, financial services and government. The Vidyo/CIC integration will significantly leverage Vidyo in contact centers that use CIC.
“The impact of face-to-face interaction as part of a contact center is clear and compelling. We have seen a tremendous response to our video collaboration platform and Vidyo is pleased to have been selected by AVDS for this integration into the Interactive Intelligence CIC contact center platform,” said Bob Smith, Senior Vice President, Global Sales, Vidyo.
The Vidyo/CIC solution is ideal for all industries, including insurance, financial services, healthcare and education.
AVDS (avds.com) is a leading provider of communications solutions manufactured by Interactive Intelligence, Vidyo, IBM, TantaComm and CallScripter that deliver measurable results to enterprise organizations and contact centers across all industries. Founded in 1992 by Sharon Moon, Automated Voice & Data Solutions was an early adopter of software-based communications. AVDS serves a range of industries with customers in the U.S., Europe and Australia and has been recognized by several organizations, including Inc. Magazine, Houston Business Journal, Woman’s Chamber of Commerce of Texas, DiversityBusiness.com and Forbes. Learn more at avds.com or follow AVDS on Twitter [.]avdsolutions.
About Vidyo, Inc.
Millions of users around the world visually connect every day with Vidyo’s secure, scalable technology and cloud-based services. Vidyo (vidyo.com) offers video collaboration solutions for companies that require the highest quality video interaction available. Recognized with over 120 patents, the company’s software platform and APIs are used by enterprise customers, service providers, and ecosystem partners to create innovative HD quality video-enabled applications embedded into workflows and emerging IoT devices.
AVDS Contact: Lana Bishop
P: +1 713-403-2142 - E: lana.bishop[.]avds.com.