Looking for an alternative video chat solution for your contact centre?
Vee24 has some strong selling points, and some well known customers to back this up since its launch in 2007.
At Talkative, customers looking to implement video chat solutions often ask us how we're different to Vee24. We put this blog together to give an overview of the main points of how Talkative compares to Vee24.
We won't draw a conclusion as to which tool is better suited to your organisation.
We'll just highlight the key differences.
Integration With Existing Contact Centre
Organisations have significant investments in contact centre and telephony technologies.
Voice is still the most common inbound interaction type in contact centres. Much time, effort and money is put into honing voice call queueing, routing and recording systems.
Having dedicated video clients for agents, as in Vee24's case, means setting up separate routing, queuing and agent management. This is a problem if your agents are multitasking, or if you need these agents to be doing other things. From a reporting perspective, it also involves disparate systems.
The need for a dedicated browser phone and a special application to receive video calls limits adoption in most contact centres.
When building Talkative from the ground up, the disconnection between video calling solutions and existing contact centres was a key problem we set out to solve. We realised the optimal solution would be to integrate video chat with existing telephony systems.
The Talkative solution involves sending website voice calls in as a regular telephony call. This allows the voice element of the call to enter existing phone systems, utilising your existing call queuing, recording and reporting. The video element of the call is received by the agent's browser. Since the traffic is travelling almost exactly the same distance and network conditions, there are no lip-sync issues.
The benefits are that you can add video as an option to your existing voice agents (whether on a Mitel, Avaya or other platform), rather than set up a whole new internal system. This split also allows website voice calling as an interaction type.
As well as allowing contact centre overlay, splitting out voice and video has further implications and benefits.
Voice And Video
While video calling can be great for customer support, it's admittedly not for everyone.
By limiting website visitors to a choice between web chat or full-on 2-way video, Vee24 doesn't cater for customers who want to speak to a human, but perhaps aren't 'video-ready' in that moment.
While video in the contact centre is a compelling use case, video calls are a subset of the larger set of voice interactions.
Video does have several benefits, but is usually introduced into an existing chat or voice session.
Any Talkative agent can intuitively include a 1 or 2 way video call mid-session:
Which leads us onto the next issue...
Dedicated Hardware Required?
Vee24 requires dedicated hardware for video agents. This is not always an issue, however it has several drawbacks. It binds the agent to their desk, and means you cannot utilise existing equipment.
Anyone can be a video agent with Talkative. Agents just require Chrome/Firefox browser. You can use your existing phones for the voice element of the call. You don't require expensive video hardware. In fact, here are some off-the-shelf webcams that will work perfectly: https://support.talkative.uk/admin-guide/recommended-headsets
For Vee24 end users, the system forces you to open a new, full screen window when starting an interaction, even if you just want a web chat. This can be quite intrusive and risks confusing users, who are not able to resize this new window or use other applications while conversing with an agent. Loading a new window can result in any unsaved data being lost, e.g. a form that is only half filled out.
Talkative web chat, cobrowsing and voice/video calling requires no new windows and doesn't refresh the visitor's session. Talkative uses WebRTC for voice and video calling, a modern and secure protocol supported by all modern browsers, whereas Vee24 relies on Flash, which has many security holes and is being deprecated by most browsers.
Talkative does not require any major IT/website set up, the solution can be simply added to any website with 3 lines of code:
With mature technology, Vee24 is definitely a strong product for companies wanting to use video chat.
However, available on a low cost, monthly subscription fee that works with any contact centre platform and any webcam, Talkative video chat is a compelling altnernative to Vee24.
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