Your video chat in the Contact Center!
Fully integrated and systematic.
vacapo® video enriches your service range with a channel that is currently in high demand. Thanks to the full integration into the contact center logic, your video customer communication can be delivered automatically and intelligently: Your customers can contact your company via video without having to know the personal coordinates of your employees.
This is how video chat works in the contact center!
With vacapo® video’s priorities management, you prioritize incoming video communications, according to their criteria, and dynamically based on employee availability, customer status and even taking into account the capacity of your other communication channels.
Overflow and forwarding management
At vacapo® video, you benefit from sophisticated overflow and forwarding management. For example, automatic forwarding to other teams, employees or even external service providers takes place at peak times.
Conference call for competent support
With our conference call, you can easily add the 2nd level to the problem solving. This is done easily with vacapo® video, but we are also happy to connect other video conferencing systems used in your house.
Record and rate
vacapo® video allows your team to record the customer communication and the subsequent coaching evaluation. In this way, you can also increase your communication quality in the field of video – sustainably and systematically!
The available interfaces of vacapo® video enable perfect interaction with your other customer service applications. Whether you’re using Salesforce, ServiceNow or other tools, integration lets you get the full potential of automated communication processes!
With the direct integration into Microsoft Teams already completed, you establish full interoperability between your contact centre and the other company divisions, transparently and including extended status management.
Do you have any questions?
Our team is happy to be there for you – free of charge and without obligation.