In today’s evolving business landscape, technology is a key driver of change. Integrated video calls are emerging as a transformative tool for contact centers to provide a great customer experience.

This article was written by Haris Ninios, CEO of auvious, a Genesys AppFoundry Partner.

In today’s evolving business landscape, technology is a key driver of change. Integrated video calls are emerging as a transformative tool for contact centers to provide a great customer experience.

This blog explores how adopting integrated video calls can help contact centers foster inclusivity and sustainability, aligning with the UN’s 2030 Agenda for Sustainable Development, which encompasses 17 sustainable development goals (SDGs) and 169 targets for creating a more equitable and sustainable future.

A Call for Diversity and Inclusivity

Contact centers are at the forefront of customer interactions, making inclusivity a vital aspect of their operations. Integrated video calls break down barriers and open new doors for inclusive engagement. By offering real-time translation services, video calls bridge language gaps and empower businesses to serve customers of diverse linguistic backgrounds.

Additionally, video calls serve as a vital platform for enabling sign language communication, making the interaction accessible for customers who are hearing impaired. This not only aligns with the principles of inclusivity set forth by global initiatives like the SDGs, it also creates an environment where every customer feels valued and understood.

Empowering Diverse Contact Center Workforces

Inclusivity extends beyond customer interactions; it also encompasses your workforce. Video calls enable remote work and flexible schedules, contributing to gender equality (SDG 5) by allowing individuals to effectively balance professional and personal responsibilities. This technological empowerment promotes a more diverse and representative customer experience workforce, strengthening the contact center’s ability to cater to a broader range of customers.

Sustainability Through Digital Evolution

The concept of sustainability encompasses more than just environmental concerns; it also pertains to operational efficiency and responsible resource utilization. Integrated video calls address the need for sustainable practices by significantly reducing the need for travel. That, in turn, minimizes carbon emissions and promotes responsible consumption (SDG 12). This aligns with the goal of building resilient infrastructure (SDG 9) through innovative technologies that optimize processes and resource allocation.

Efficiency in a Digital Channels

Efficiency is key to achieving sustainability, and integrated video calls enhance operational efficiency in contact centers. By reducing call durations and giving agents access to real-time customer information, video calls contribute to decent work and economic growth (SDG 8) by increasing agent productivity and enhancing overall customer satisfaction. This convergence of efficiency and sustainability embodies the ethos of responsible business practices.

Adding video call capabilities to the Genesys CloudTM platform signifies another step toward creating contact centers that are welcoming and enduring. By making the most of these technological advancements, businesses can take the lead in promoting inclusivity and sustainability — all while meeting high customer expectations.

This integration doesn’t just break down communication barriers and geographical constraints, it also shows a dedication to building a future where everyone is connected seamlessly and where environmental concerns are integral to the business.

To learn how auvious can help you improve your customer experience operations and customer engagement, visit the auvious listing in the Genesys AppFoundry® Marketplace and check out auvious online.