Video transformation is changing the customer landscape
By: Rosie Jones Ciptex
Tags: Customer Experience, Contact Center, Video Technology

Blog by Thomas Markey, Head of Operations for Ciptex.

Thomas joined Ciptex in April 2019 as Head of Operations. He is responsible for improving how Ciptex operates, customer strategy, and is accountable for the delivery of all operational services.

Thomas has a proven track record in the telecommunications and retail space where he held a number of senior roles advising on digital transformation and customer experience.

Using Ciptex RACE to deliver full HD-video to deliver rich and memorable experiences

We are now approaching the end of what has been an unusual and tumultuous year. Faced with an unprecedented pandemic, we have all quickly adapted to the situation by accelerating our plans to work from home. In most cases overnight. Contact centres are now taking calls in the agent’s home and with dogs barking, kids running around, all these daily pressures add to the experience of what has now become the new norm.

Noel Quinn, Group CEO for HSBC Bank, recently applauded his entire IT workforce for enabling 235,000 members of staff to work from home in days, not months and how it had been a success and allowed HSBC to operate at scale, successfully.

Noels’ warming story to his colleagues is a familiar story that we hear from many of our clients who have embarked on a journey of moving the contact centre to a new home environment. At the beginning of the COVID-19 crisis, Ciptex invested a full team effort on researching and developing functionality to quickly serve our clients, with scalable solutions that enable our customers to deliver a world class experience. We took care of important compliance issues surrounding payments, PCI and provided our clients with the ability to operate virtual backgrounds, integration with our third party addons’ and access to our professional services team, to deal with bespoke requirements.

Ciptex provides enterprise organisations and leading brands with omni-channel digital platforms to manage and deliver communication with their customers. We have helped organisations including Debt Free London, Britannia Hotels Group and many more, quickly, and easily deploy a virtual contact centre platform in minutes.

As we look forward to a new year, our development team are starting to think about the new features we will want to see. Much of the focus is around ensuring video can remain portable, for example, previously whereas voice calls could be transferred, video was often seen as static, and was not easy to easily move. We will look at how we can improve the agent video experience.

We often discuss with our clients daily the features they want to see. Many of our clients opt to purchase service credits, which allows clients to draw down professional services to fund bespoke development requests, where our comprehensive marketplace may not have a solution. The Ciptex Marketplace is always evolving with new addons and integrations as we recognise the importance of delivering a single pane dashboard to agents. Effective agents are happier agents and call centre managers.

Please stay tuned for my next contributions on the RACE product.