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Engage your customer over Video call

High Quality Customer Support

Enable your agents to elevate the regular chat conversation to a video call. Guess what, the video conversation can be done over web browser, mobile apps and can even be initiated by an SMS. With mobile apps, your customer can use the rear camera to show a faulty part and even get help to diagnose the problem.

The best engagement that can happen, remotely!

Screen Sharing

Level-Up Customer Interactions with Ease

Empower your customers with screen sharing during video call. Agents can easily guide them on various web-based issues, deploy solutions real-fast and ensure customer success.

There is no external software required to download for screen sharing.

Video KYC

Simple. Secure & Live

With document identification and face recognition, Video KYC (Know Your Customer) can be done from the comfort of home. It slashes onboarding cost and reduces turn-around time.

Do you want to verify the client location during the video call? Geo Tagging will locate the co-ordinates and embed it into the video call recording. The customer's real time location is an added advantage during remote Video KYC as per compliance of the regulator.

Snap Shot

Better Understand The Customer Issue

While over a video call, snapshot maybe required to capture the image of the damaged vehicle or a faulty device. This can be further escalated or inserted into a Ticketing CRM to get the issue quickly resolved.

The conversation is not interrupted and the snapshots can be captured and will be available in the video call reports.

Video Conference

Add the expert in the call

With multi-party conference, customer representatives can invite the expert or supervisor over the video call. This will help the discussion to be more fruitful and result in faster resolution.

The text chat within the video call allows smooth flow of information without any interruption to the call.

Connect. Meet. Assist

High Level of Engagement

1 click activation

In Depth Reporting

No Installation Cost

Personalised Service

Better First Call Resolution (FCR)

How CZ-Video Works for Contact Center?

1

Customer Faces a Problem

Customer faces a problem and calls the support number.

3

Secure Video Interaction Initiated

Customer clicks on the link and an HD Video Chat initiates over cross-platform. No download or high bandwidth is required.

5

Video is archived for Quality Check

Once the video chat is over, the video is saved for training and quality assurance purposes.

2

Customer Needs Personalized Help

Agent realises that a video consultation will be necessary. Agent proceeds to resolve the issue easily over video consultation.

4

Agent Provides Personalized Support

On the agent’s screen the video appears simultaneously without blocking their work feed. Agent proceeds to resolve the issue easily over video consultation.

How CZ-Video Works for Contact Center?

1

Customer Faces a Problem

Customer faces a problem and calls the support number.

2

Customer Needs Personalized Help

Agent realises that a video consultation will be necessary. Agent proceeds to resolve the issue easily over video consultation.

3

Secure Video Interaction Initiated

Customer clicks on the link and an HD Video Chat initiates over cross-platform. No download or high bandwidth is required.

4

Agent Provides Personalized Support

On the agent’s screen the video appears simultaneously without blocking their work feed. Agent proceeds to resolve the issue easily over video consultation.

5

Video is archived for Quality Check

Once the video chat is over, the video is saved for training and quality assurance purposes.

Advantages of the Video Enabled
Contact Center

Designed For Various Industries

FINANCIAL SERVICES

Secure and Scalable Video Chat improves Customer Experience

With video, provide your customers the combination of trust and security they want. By using CZ Video solutions, secure customer’s trust with face to face assistance:

  • Very easy to connect with high quality video chats, without needing any downloads or plugins

  • Customized branding, making customers feel safe and secure

  • High quality audio and video, make your customer almost feel like a face to face interaction

  • Evaluate financial or legal documents in high quality video screen share

TELEHEALTH

Shrinks Distance Between Doctor & Patients

Modern healthcare contact center allows practitioners to reach the patients beyond the hospital walls at various locations with no loss in communication. C-Zentrix’s video call empower patients to connect face to face from any type of devices with security.

Benefits of C-Zentrix Video Teleconsultation:

  • Transports Specialists to Inaccessible Areas

  • Saves Time and Travel Costs for Doctors as well as Patients

  • Can access more patients in less time

  • Can easily diagnose the patient in a contactless way

Live Chat With WhatsApp Integration

Live Video Chat For Deeper Customer Engagement

CZ-Video Chat will amplify your customer experience. It will allow you to build strong customer relationships with one-on-one interaction and offer faster resolution.

Frequently Asked Questions

Video calling is integrated within the CZ Chat product. It can be integrated with Omnichannel solutions. 

All the default chat reports which are available on CZ Chat will be available. Additionally, there are Video recording links, with download/play option in detailed chat reports which can be accessed through admin login. There is a snapshot link within the transcript, in case a snapshot is taken during the video call.

Cloud storage is always available from C-Zentrix and this can be pushed to the client’s FTP/SFTP/Client’s Cloud storage.

A Supervisor can join the video call with the call conference feature.

By default, it starts with HD (High Definition) picture quality and it later adjusts based on the network and can go as low as LD (Low Definition) to 250 kbps. The detailed view is depicted in the table below.

Network data bandwidth requirement depends on how many streams and resolution of every stream, per stream requirement depends resolution of the video that is chosen: For 1:1 call, there will be 2 upstream and 2 down streams of the following specifications.

Bandwidth Required

 Output Resolution

Greater than 1.2 Mbps

720p

500 kbps – 1.2 Mbps

480p

200 kbps – 500 Kbps

240p

Less than 100 Kbps

Audio only mode & Video dropped

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