From Voice to Vision
How NGNCloudComm Optichannel is Changing Traditional Support
Today customers expect to use both voice and vision for support. NGNCloudComm’s screen sharing and video call technologies are revolutionising customer support across multiple industries, including healthcare, by significantly improving communication, accessibility, and operational efficiency.
These tools are redefining the way support is delivered, offering a dynamic, inclusive, and highly personalised experience. From quicker issue resolution to tailored assistance, they enable organisations to better serve all customers—making support more effective, responsive, and human-centred.
Not only do these innovations enhance customer satisfaction, but they also position companies as leaders in providing accessible and high-quality service.
Unlocking Seamless Voice and Vision for Support with NGNCloudComm
NGNCloudComm’s visual tools mark a significant leap in the evolution of customer service. These technologies usher in a new standard that prioritises accessibility, personalisation, and efficiency. By empowering support Agents to deliver more effective assistance, businesses can build stronger customer relationships and stand out in an increasingly competitive market. Adopting this technology isn’t just an upgrade—it’s a redefinition of the support experience.
Key Benefits
🎯 Higher First Contact Resolution
Visual engagement tools help resolve customer issues more quickly by allowing agents to see and understand the problem in real time. This reduces the need for repeat contacts, improving resolution rates on the first call.
💡 Improved Troubleshooting
Screen sharing and video calls enable more precise and collaborative troubleshooting. Customers can visually demonstrate issues, allowing support teams to provide more targeted and accurate solutions.
⚡️ Greater Visual Understanding
The ability to show rather than tell brings clarity to complex problems. Visual tools enhance communication, especially in technical contexts or for users who face language barriers or use sign language.
🪙 Lower Costs and Higher Efficiency
By reducing call duration, minimising repeat interactions, and streamlining issue resolution, these tools lower operational costs and increase agent productivity, ultimately benefiting the bottom line.
When empathy meets efficiency, video becomes another core standard in service delivery.
Human-Centered Support at Scale
The Power of Video in Contact Centers
In 2025, Contact Centers are increasingly adopting video communication to elevate customer service experiences. This shift is driven by the demand for more personalized, efficient, and empathetic interactions. Video calls enable agents to convey non-verbal cues, fostering trust and clarity, especially in complex or sensitive situations. Moreover, advancements in AI facilitate real-time video assistance, allowing for immediate issue resolution and enhanced customer satisfaction. As businesses continue to prioritize customer experience, video communication stands out as a powerful tool to meet evolving expectations and deliver superior service.
To find out more about this and how it can impact your operation, please contact us.
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