Name: Video Call Center
Rating: 6 (1 reviews)
Author: Abylon Software

Help Desk

Web and Video Conferencing

Customer Support

PHP Frameworks

Virtual Reality

Development

Academic Advising

Classroom Management

Learning Management

Online Learning

Education

Business Intelligence (BI)

Collaboration

VoIP

Workspace Planning

Enterprise

Accounting

Digital Banking

SaaS Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

HR Management

Leadership Development

Payroll

Professional Employer Organizations (PEO)

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Business Internet Service Providers (ISPs)

Change and Configuration Management

Cloud Storage

Configuration Management Databases

Data Masking

Fraud Detection

High Availability Cluster

Incident Response

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

IoT Security

Log Management

Network Performance Monitoring

Storage as a Service (STaaS)

Threat Hunting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Data Management

Email Deliverability

Email Marketing

Marketing Automation

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Swag Management

Video

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Gamification

Sales Performance Management

Sales

Intrusion Detection

Security

Aviation

Direct Secure Messaging

Fleet Management

Geographic Information

Legal Billing

Membership Management

OSS/BSS (Operations Support/Business Support)

Online Voting

Real Estate

Rental Property Management

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Priority Matrix

Appfluence

eMeetingsOnline

AspenOne Supply Chain Management

Aspen Technology

ReportsNow

FastPIPE

FastEST, Inc.

Document Locator

ColumbiaSoft

Crowdtap

Frosmo

Frosmo Ltd

Aras PLM

Aras Corporation

Azurepath

Azurepath, LLC.

The Video Call Center by Abylon is a video-based customer service solution that the vendor claims is suitable for various industries and professions. According to the vendor, this software offers a fully customizable interface, allowing users to tailor the panels, menus, and workflow to their specific needs. Users can reportedly design and modify the interface to align with their branding and user preferences, potentially creating a personalized and user-friendly experience for both customer support agents and customers.

Integration with existing call center software, back-end systems, and archiving systems is said to be seamless with the Video Call Center solution. The vendor claims that this integration allows for a smooth transition and compatibility with the company's current infrastructure. Users can allegedly leverage their existing systems and processes, minimizing disruption and potentially maximizing efficiency.

The vendor also states that Video Call Center provides ready-to-use modules for contracting, reporting, and AI. These modules are pre-built and can reportedly be easily implemented, potentially saving time and effort in development. Users are said to be able to take advantage of these modules to potentially enhance their customer support operations and improve productivity.

According to the vendor, the Video Call Center solution offers a rapid implementation timeframe of 3-4 weeks. This quick implementation allegedly allows companies to start using the video-based customer service solution promptly, without significant delays. Users can potentially benefit from the solution's features and capabilities in a short period, potentially accelerating their digital transformation.

The vendor claims that Video Call Center enables video-based customer service, facilitating personalized interactions between customers and support agents. This feature is said to allow for friendly and lifelike conversations, potentially fostering trust and loyalty among customers. By incorporating video into customer support, companies may be able to provide a more engaging and immersive experience, potentially enhancing customer satisfaction.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Video Call Center

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Abylon Software

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Home

Video Call Center

Overview

What is Video Call Center?