The contact center market is quickly embracing video as a new channel but will customers use the newest channel?
Last month, Zoom launched its own standalone CCaaS solution, Zoom Contact Center with a single desktop client capable of contact center, general telephony, audio and video meetings, and messaging/chat. Zoom Contact Center has stood apart with native video capabilities.
At Enterprise Connect, there are new video-enabled CCaaS solutions being announced from several more providers, including 8×8, RingCentral, Vonage, and Edify. How video is enabled in the contact center varies. For example, a digital channel could be escalated to video by agent or icon, or an agent might move a voice caller to video by sending the customer a link over SMS or email.
