Purpose and Features
This development aims to provide a seamless transition from an ongoing voice call between a customer service agent and an end-user to a video call, as needed. This provides customers with a richer, more engaging communication experience, while also empowering agents to deliver more effective service.
Key features of this development include:
Video Call Invitation via SMS: During a call, the agent can send the end-user an SMS message containing a link to initiate a video call, leveraging a third-party application.
Parametric Link: The SMS link includes the agent's email address, a parameter identifying the call as originating from an SMS invitation, and the end-user's phone number.
Reservation System: After sending the SMS and ending the voice call, the agent is automatically placed in "Video Reserved" status. This status indicates the agent is available and reserved for the potential video call.
Intelligent Routing: When the end-user clicks the link, the system first checks if the corresponding agent is in "Video Reserved" or "Ready" status. If so, the video call is routed directly to that agent. Otherwise, the call is assigned to the next available and appropriate agent in the queue.
Streamlined User Experience: This development is designed to ensure a smooth transition from voice to video. The system will guide the end-user to terminate the current voice call and refresh their page to initiate the video session.
Reporting: The duration of time agents spend in "Video Reserved" status is tracked and included in reporting data. This enables analysis of system effectiveness and agent performance.
Benefits
This development delivers a range of benefits for both customers and agents:
Enhanced Customer Experience: Video calls create a more personal and interactive experience for customers. They can more easily articulate their issues, and better understand proposed solutions.
Increased Agent Efficiency: Video capabilities allow agents to resolve customer issues faster and more effectively. This leads to increased efficiency in customer service operations.
Competitive Advantage: Companies providing this innovative and advanced customer service option gain a competitive edge in the marketplace.
Instructions
Implementing this development involves the following steps:
Integrate the chosen third-party application. (The requirements document can be obtained from your project manager.)
Integrate the selected video conferencing platform.
Complete thorough testing and validation.
We wish your operation benefits from this new release and look forward to hearing your feedback!