Since 2020, video conferencing systems such as zoom and Teams have been spreading all at once and have become a normal part of people’s lives. This trend has also had a major impact on call center customer service.
Within the technical support business, which has traditionally been face-to-face, a new form of support called visual support is beginning to take off. For example, an engineer who visits a client company to repair OA equipment can remotely share what he sees through a smartphone or smart glass with a support engineer.
Also, in call center operations, browser-based tools have begun to be introduced, enabling customers to explain operations and provide support while viewing the same screen through screen sharing.
Video communication tools that can be deployed with the SDK in Avaya and Cisco call center systems are attracting attention as it is a video communication tool that most customers can use without difficulty. .
By utilizing video communication, the range of customer issues that a call center can successfully handle is greatly increased. Since there are cases where it is not necessary to dispatch an engineer, the feature of video communication is that it has great merits in improving the efficiency of customer service.