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What is a Video Contact Center?

Published on Mar 31, 2020 at 12:58 pm in Customer Experience

Video contact center adds an additional channel to the customer experience strategy.

We´re witnessing, almost every day, to the rise of a new means of communication. People use texts, mobile messages, video calling, and others to communicate with each other. They expect the same flexibility when it comes to companies they do business with!

It´s true that we’re in an era of self-service, automation, and bots but people still need, and want, to feel some proximity. Video chat associates faces to names, enabling customers and agents to develop a trustworthy relationship.

There is not any communication channel that achieves customer proximity and intimacy as face-to-face, but video sure comes pretty close!

What are the benefits of a video contact center?

Video chat allows businesses to:


Increase FCR rates

The identification of issues very quickly leads to an equally quick resolution. Video chat between customers and agents can help in better, faster and timely resolution of customer queries. During a video call, customers show the problem, instead of explaining it, and receive an immediate answer from the agents. This fact not only increases FCR rates, but also customer satisfaction levels.


Improve cross and upselling

Video chat promotes a different level of connection between customers and agents as it fosters an environment of credibility and trust. Screen sharing allows customers to share with agents what they are doing and how they are doing it, empowering agents with knowledge that allows them to offer relevant services or products without being intrusive.


Personalize the customer experience

Making each customer feel unique and special is the key to success. And in the virtual world, it doesn’t get much more personal with anything else than with a video chat. Being able to associate a face to a brand, feeling the closeness and intimacy only achieved through video chat, makes it easier for customers to feel connected to the brand. They feel that their problems are being solved and that they are in good hands and taken care of.


Companies benefit from video solution features, such as co-browsing or collaboration, to make the support process faster and more efficient. These are appropriate for help desk and ecommerce websites in guided navigation or form filling.


What businesses can profit from a video contact center?

All businesses regardless of what they do can use video calls and video chat to engage with their customers and establish a more intimate relationship. Businesses such as banking, healthcare, government support centers, recruitment, or retail are already taking advantage of it to:

  • Build a trustworthy relationship
  • Humanize virtual interactions
  • Improve sales
  • Provide a consistent customer service


Altitude Software customers from the most diverse areas are already taking advantage of video chat and calls to communicate with their customers.

Would you like to give it a try?

Celia Cerdeira

Celia Cerdeira

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