SCOPIA IVP for Cisco Unified CVP 7.0
Video-Enable Your CVP Contact Center
Enhance Cisco’s Unified Customer Voice Portal (CVP) 7.0 with rich video-enabled capabilities using RADVISION’s Video Software Package (VSP).
Integrated with Cisco Unified CVP, RADVISION’s VSP runs on Cisco media processing hardware allowing your Cisco-based contact center to offer callers a unique video telephony user experience, streamline your operations, boost service levels and slash expenses.
3G Mobile and video Kiosks - expanding CVP’s customer reach
RADVISION’s VSP supports multiple video-enabled customer touch points, including video-enabled mobile devices through RADVISION SCOPIA 3G GW and video kiosks expanding customer reach and contact center accessibility.
Video-enabling Cisco CVP offers the following benefits:
Video Menus: Customers can easily navigate self-service menus, presented either as pre-recorded or live/streamed video clips, or slides; providing a user-friendly experience
that is faster and more efficient than an audio-only service system while cutting service provider operational expenses.
Video Queuing: allows the contact center Service provider to push relevant information or advertising to callers while queuing for an agent, offering them a more educational,
productive and enjoyable experience. |
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Informational: can display the user’s place in queue or estimated time remaining for being connected to the agent.
Video Agent: One-way (agent with camera to a customer without camera) or two-way (customer and agent both with cameras) video sessions offer customers a more personal
service experience and can enable “show-me” and other collaborative experiences not possible with audio alone.
Video Transfer: Transfer to supervisor for escalation or to an expert for consultations as required for customer service.
Video Push: Agents can select relevant / session, context-based videos to be played to the caller. The customer can view an agent’s video and video pushed out to the customer by the agent in a split screen or Picture-In-Picture (PIP) configuration layout.
Video Recording: Sessions can be recorded for retrieval or legal record retention purposes.
