Verint and Vidyo announced that they are collaborating on cloud-based visual communication technology to bring video support tools to customer engagement centers. The joint effort is designed to bring combined solutions that help organizations manage compliance and enhance customer experiences.
Video calls delivered by Vidyo will be integrated with Verint’s engagement management and voice recording solutions. The VidyoWorks platform is a software-based video collaboration solution. Verint’s engagement management solution uses knowledge-based interaction support and voice recording software to provide compliance recording to help operational effectiveness, and comply with industry guidelines. The combination of voice recording and video can help further enhance enterprise performance and the overall customer experience.
Commenting in a statement on the developments, Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions, said, “The emergence of video capabilities in the contact center translates into new and exciting ways to engage customers. We are delighted to collaborate with Vidyo to offer our mutual customers secure, reliable solutions designed to enhance service delivery, create new up- and cross-sell opportunities, and increase agent and operational productivity.”
In other news, 8x8, announced recently that is has expanded its presence in Asia Pacific, signing a new reseller agreement with CSG. CSG will serve as an 8x8 channel partner for Asia Pacific and resell the company's entire portfolio of enterprise cloud communications solutions to the Australian and New Zealand markets, including the 8x8 portfolio of Virtual Office and Virtual Contact Center solutions. Vik Verma, 8x8 CEO, said in a statement that "The growing demand for enterprise cloud communications in key international markets such as Australia and New Zealand has become critical for our customers.”