Customer collaboration creates customer intimacy and delivers business value

Cisco sees “focused” video for customer care, where the video elements are engaged in the call flow only when they truly provide demonstrable value a new trend. For example, self-service sessions might best be supported with audio-only interactive-voice-response (IVR) systems or applications on intelligent devices that then escalate to video interactions when a customer service representative becomes available. 

A customer care representative can save time by showing a caller how to do something, rather than by just describing it. And video lets the caller display information to the representative – such as damage from an auto accident shown through a mobile device.

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