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Video Contact Center – Humanizing Interactions Through Video Calls

Published on Mar 20, 2020 at 2:49 pm in Innovation

Remote work,  online training, distance learning … The crisis caused by the Coronavirus pandemic has forced us to change the way we live. We do video conferences for work, but also to communicate with friends and family. Our children attend virtual classes for school. And we’ve traded movie theaters for home streaming platforms.

More than half of all the content that circulates on the Internet networks is already video. And it is expected that in just two years it will account for 70% of the data. The reason is simple: it is the most complete and fastest way to communicate and to obtain information about products or services.


Collaborative and customizable experience with video calls

What about the contact center sector? Video contact center communications increase the value of customer interactions. They help establish empathy. They are immediate, effective, and associate faces to the people who participate in the interaction, giving the conversation a human touch.

It´s not just about video, but about a complete collaborative experience.

With the right solution, customer service agents do more than just video conference with customers, they can also show their screen, record the conversation, share files, documents, and multimedia resources.

It is also possible to customize the interaction without any investment in extensive development resources and dedicated infrastructure.

Companies can use APIs and SDKs from providers like Altitude Software and Interactive Powers to add video communication capabilities in web browsers or mobile applications (iOS and Android).


Minimum investment and maximum security

Many companies fear that integrating video into their contact centers requires a huge investment, but it all depends on the solution and the standards.

In the case of Altitude Software, the video module for contact center is fully interoperable with existing VoIP / PSTN infrastructures.

Video technology is not new. It has been around for quite a few years; however, with the introduction of WebRTC, it became really attractive and easy to integrate.

In the “old” days the browsers required plugins or local components to be installed. With WebRTC this is no longer the case. Audio and video is streamed through the web browser with no need for local installations on client side. This enables a wider acceptance of the solution from a broader audience, as it is ready to be deployed on large scale.

Legacy Investments are protected, it’s all about just adding video communications in real time (RTC video).

All contact centers are compatible with video calls and advanced online video interactions.

It works in Cloud deployments and can be connected to any device – laptop, tablet, smartphone, or others through standard protocols such as WebRTC, RTMP and SIP.

RTC technology enables the best possible video experience with the lowest latency in the contact center. The security and privacy of data and communications is also guaranteed with specific protocols and encryption from end to end.


Omnichannel experience using video calls

The most successful companies are defined by their communication skills. This means meeting customers where they are – online and on multiple platforms, such as Skype, FaceTime, WhatsApp video, and other video conferencing applications.

Adding video significantly increases the quality of interactions; however,  it must be integrated into the contact center as an additional service channel, along with voice, email, chat, instant messaging or SMS.

In other words, it is necessary to offer a true omnichannel experience.

In fact, one of the most frequent mistakes when adding video to the contact center is creating separated processes. This forces agents to change environments, depending on whether they answer a phone call or a video call. The consequence is a duplicate call flow process with higher costs and lower productivity.

The potential of our RTC video solutions is precisely based on the integration of all telephone channels and WebRTC. In this way, agents can manage telephone and video calls with simplicity and naturalness, multiplying the efficiency of resources.


Benefits of video calls for multiple sectors

Companies from all sectors – retail, healthcare, banking, insurance … – can benefit from video chat services. Integrating video chat gives them 3 important competitive advantages:

  • Reduction of query resolution time – Problems are identified and resolved faster. Customers can interact with agents in real time, without having to wait for a response by email or instant messaging.
  • Generation of cross and up-selling opportunities – Agents can foster better relationships and create an environment of trust and credibility.
  • Improved customer satisfaction – the service is offered anytime, anywhere.


Practical examples of video calls

Online banking

Agents and customers can share desktop and documents during conversations for better mutual understanding, or start interactive video calls with a simple click on banking websites, applications, and ATMs.


Face to face contacts are a real challenge these days Social distancing, reduction of travel costs, and efficient time management require alternative ways to face to face meetings, especially in recruitment where non-verbal communication is a key element in the selection process. Video contact centers offer of good an reliable alternative.


Citizen support activities, services like tax administration, applications for permits, funding, and others require a lot of online form filling. A Video contact center with collaboration and co-browsing can greatly improve the customer experience and reduce the resolution time when issues occur. The application can be designed in such a way that it is compliant with GDPR masking sensitive data for the agent and video recording.



Customers expect companies to be able to support the channels that they use in their daily communications. In a moment of “social isolation”, to prevent the expansion of COVID-19, video chat not only optimizes customer service, but also humanizes interactions by bringing people closer.

Want to give it a try?

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