An insurance company wanted to expand its customer service offerings by introducing video consulting to provide a more modern, personal way for customers to interact with the business. While a suitable video solution had been selected, it was essential that it not operate separately from the existing contact centre platform. Employees were not intended to handle video consultations exclusively, so seamless integration was required. The new channel needed to be embedded into the current contact centre environment, enabling rule-based media blending and allowing agents to switch between channels easily. This approach ensured employees worked within a single system, improved efficiency, and delivered a consistent, high-quality customer experience across both existing and new service channels.

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