CBA is often asked how to implement video in the contact center. Should video be one-way from the agent to the customer of bi-directional? Should it be audio only or only escalate to video from chat? The answer is simple – IT DEPENDS on your application. Bi-directional video is very valid for internal help desk functions between employees, business-to-business (B2B), telemedicine or point discussions between an investor and their financial advisor. However, in retail, hospitality and travel one-way video may be more appropriate.
In all cases, the customer should acknowledge and accept the use of video (one-way or two-way). One-way video (from the agent to the customer) should also be used when bandwidth is limited. In turn, the agent's view of the customer is uninterrupted which remains paramount. Fusion Client SDK provides a network quality API, enabling the application to identify these circumstances and cut bandwidth by almost 50% when such circumstances arise.
Fusion Client SDK gives you the power to engage in mobile or web-based chat, voice-only, one-way video or two-way video. These real-time communications can all be conducted in combination with Live Assist as well. It is up to the use case, customer engagement strategy and goals to determine the best engagement model.
CBA professionals are happy to help you define, refine and build out your real-time customer engagement strategy.