Exotel's video contact center is designed to bridge the gap between agents and customers by providing face-to-face interactions, enhancing engagement and trust. It allows customers to request video chats from web pages or mobile apps, while agents can initiate outbound video calls for personalized support.

Key Features

• Video Chat Integration: Customers can request video chats from web pages or mobile apps.
• Efficient Queue Management: First-come-first-serve or priority queues reduce customer wait times.
• Mobile SDKs: Seamlessly integrate video chat into mobile apps for enhanced user experience.
• Contextual Transfers: Share full ticket history for smooth transitions.
• Screen Sharing: Agents and customers can share screens for real-time information exchange while maintaining privacy.
• Live Call Monitoring: Supervisors can monitor live video chats for real-time feedback and performance insights.
• Real-time Video Guidance: Visually assist customers to resolve issues quickly.
• Comprehensive APIs and SDKs: Lightweight SDKs and APIs for quick deployment.

Benefits

• Enhanced Customer Engagement: Personalized support builds stronger relationships and increases customer loyalty.
• Improved First-Contact Resolution: Visual diagnosis during video calls boosts resolution rates.
• Efficient Support: Reduces customer wait times and missed opportunities.
• Agent Performance Improvement: Live monitoring and recorded sessions provide insights for effective training.