Video calls for customer engagement from Verint and Vidyo

Verint Systems and cloud-based visual communications provider Vidyo have collaborated to provide video to today’s customer engagement centers. The combined offerings are said to allow businesses to bring greater insight into customer interactions by integrating video calls using the VidyoWorks platform with Verint’s engagement management and voice recording solutions.

In conjunction with the VidyoWorks platform, Verint engagement management solution helps enable video interactions between customers and service employees. Verint says it’s designed to deliver consistent, complete and contextual service capabilities for true omni-channel customer engagement. The VidyoWorks platform is a software-based video collaboration solution that provides consistent HD-quality video communication across consumer devices over the Internet and 3G/4G/LTE mobile networks. Verint’s engagement management solution combines the benefits of knowledge-based interaction support and enhanced customer engagement with video interactions.

The VidyoWorks solution also can be easily integrated into an organization’s infrastructure, applications and workflows. Verint’s voice recording software provides full-time and compliance recording to help contact centers increase operational effectiveness, reduce liability and comply with industry guidelines. The companies say the combination of voice recording and video can help further enhance enterprise performance and the overall customer experience.