Your video chat in the Contact Center!
Fully integrated and systematic.
vacapo® video
vacapo® video enriches its range of services with a currently very much sought-after channel. Through full integration into the contact center logic, your video customer communication becomes automatically and intelligently deliverable: Your customers can thus contact your company via video without having to know the personal coordinates of the employees.
How to go video chat in the Contact Center!
Priority management
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 utilization 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!
Screensharing
Support your customers online right away. With Screensharing, customers can easily share your screen content with their service employees. A picture says more than a thousand words!
Perfect interplay
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!
Full interoperability
With the direct integration with Microsoft Teams that has already been completed, you can ensure full interoperability between your contact center and the other business areas, transparently and including advanced state management.
Do you have questions?
Our team is happy to be there for you - free of charge and without obligation.