As omnichannel solutions become increasingly essential to success in the customer experience landscape, video is becoming one of the most sought-after tools for engagement. Offering a greater level of context in any conversation, video empowers companies to connect with their customers on a deeper level for every stage of the customer journey.
Bringing video into the CX landscape allows companies to strengthen self-service opportunities for clients with video-enhanced webinars and help desks. You can use video as part of the client onboarding experience to boost customer success or simply use video conferencing to help agents understand customer issues at speed.
The question is, which vendors are most equipped to help companies engage customers with video? Here are some of the most innovative vendors to watch in 2022.
Zoom
Perhaps the biggest name in the video-first landscape, Zoom, has changed how countless people look at meetings and communication over the last couple of years. Although Zoom offers a powerful environment for team interaction and collaboration, it’s also rapidly becoming a valuable vendor for the CX landscape too.
Zoom announced its innovative “Video Engagement Center” in 2021, designed to help companies engage customers with video in a way that helps to enhance loyalty and trust. The solution offers the same cloud-first scalability companies already love from Zoom, as well as leading security, a powerful range of innovative features, and the simplicity today’s teams need.
Avaya
One of the market leaders in the communication market, Avaya is well-known for delivering immersive experiences to customers worldwide. The Avaya contact centre solution (OneCloud CCaaS) allows companies to connect everything from video to chat, voice, and messaging in the same unified environment for powerful omnichannel service.
Avaya’s contact centre solution blends everything together in the same convenient environment so that companies can create more powerful experiences for their end-users. The solution enables everything from intelligent routing to smart self-service, all with access to the potential of video.
Five9
An innovator in delivering sensational customer service, Five9 helps companies leverage all of the latest tools and technologies to succeed in today’s customer-first world. Five9’s scalable approach to cloud contact centre functionality includes an omnichannel strategy, complete with video, messaging, and audio support, so you can have everything you need in one convenient package.
Five9’s tools aren’t just comprehensive; they’re forward-thinking too. Companies can unlock everything from workforce optimization tools to performance and quality management features in the same place they unlock their services for video customer service.
Genesys
Cloud CX Software from Genesys is an all-in-one environment for customer service, where companies can build more engaging interactions for their clients. The innovative solution supports video for customer onboarding, customer success, and customer service, as well as a range of other powerful services to make the experience more immersive.
You can use predictive technology to interact with customers at precise points in their journey and co-browse with clients who need extra help. Companies can also monitor website traffic, orchestrate customer experiences with video and chat, and build a complete single pane of glass environment on the backend where agents can easily manage everything.
Wildix
Simple and effective, Wildix is one of the market leaders making access to video-first customer service available to every business. The Wildix environment allows businesses to unlock all the benefits of quick and effective video meetings for both their internal teams and external conversations with clients and customers.