Expertflow CX Ideas Portal
Video calls and chats: Customers can initiate video calls with a bank representative from their preferred location using a computer, smartphone, or tablet. The representative can provide assistance, answer queries, and guide customers through various banking processes.
Secure communication: Contact center video banking solutions ensure secure and encrypted video communication to protect customer privacy and sensitive information.
Recording and Compliance: A solution that has the capability to record video interactions for regulatory compliance and quality assurance purposes
Co-Browsing: The solution should have features to permit agents to navigate the bank's website, knowledge bank, and Internet banking platform alongside customers, helping them with online transactions.
Screen Sharing: Lets agents share their screens to guide customers through online banking processes or help them complete forms
The solution shall enable self-service options for the customers within the video chat. Customers should be able to select options and menus while they in are a video chat with the agent.
The solution shall enable customers to request a video-chat callback.
The solution shall enable a senior agent to monitor an active video chat between a "junior agent" and a customer.
The solution shall enable a senior agent to pull a customer video chat from other agents.
The solution shall enable agents to transfer video-chat between different queues
The solution shall analyze customers' sentiments via facial expressions.
Wrap-up/reason code, adding notes & PCS/CSAT.
Starting video calls from website, mobile app, or during a chat or voice call.
Reports: a). WebRTC Detail Report b). WebRTC Summary Report
