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The Rising Importance of Visual Engagement During COVID-19

Ashwin Venkatesh
Principal Product Manager, Oracle CX

As the world continues to grapple with the global pandemic and social distancing guidelines, companies of all sizes are identifying innovative ways to keep their employees, customer service representatives, and end-users seamlessly connected to ensure business continuity and growth. 

As a result, there’s been a rapid shift in mindset among business leaders across industries, emphasizing the need to expand remote collaboration, ensure contactless delivery of services, and reduce physical presence at local banks, offices, and stores. A vast majority of companies are looking to adopt visual engagement solutions that not only enable modern real-time digital and visual engagement with high-efficiency at low cost, but also retain that seamless omnichannel customer experience.

What is Visual Engagement?

Visual Engagement is a powerful real-time collaboration concept that combines video, co-browsing, screen sharing, and/or screen annotations experiences. The augmentation of visual channels to a customer experience (CX) platform enables agents to drive personalized, precise, and rapid problem resolution with end-users.

Let’s explore various industry use cases that are driving the need for remote collaboration using Visual Engagement tools and how Oracle Cloud CX addresses this market demand.

Industry drivers for visual engagement initiatives

In the financial services sector, many banking firms are now keen to transition to processes that let them verify their customers through facial ID verification software. Once verified, banks can provide invaluable services and complete transactions for customers using video, screen sharing, and e-signature. Banks see this as an important measure to prevent health risks for both employees and customers. This enables the banks to remotely and visually assist with account registration, loan applications, wealth management, portfolio guidance, retirement plan rollovers, home or group lending plans, and funds transfers while ensuring security and compliance for all shared content. 

In the retail industry, stores and online retailers are striving to maximize remote support to prospective buyers, and remote support to customers for the assessment of damaged goods or for the return of merchandise. Thankfully, these online services can be executed effectively through the combination of video and screen sharing too, enabling visual assistance and quicker inventory walk-through. The end goal? To ultimately limit the need to physically visit the stores and encourage in-home delivery or curbside pickup.

In the high-tech and manufacturing industries, customers often need remote support for electronics repairs. Additionally, field technicians are frequently required to visit sites to perform complex diagnostics and repairs for high-tech machinery and large equipment. For field technicians, particularly, reducing service time at the remote site is imperative during COVID-19. The good news is that remote support for customers and field technicians can efficiently be handled by in-house agents through video. Using powerful tools like visual annotations to pinpoint problems over video and drive faster diagnostics limits exposure and reduces overall service time and cost.

In the healthcare industry, demand for telehealth soared during the pandemic. Patients now frequently exercise the option to schedule video appointments with healthcare service providers and doctors, using visual engagement methods to discuss questions on prescriptions or medical reports.

In the public sector, state and local agencies now actively provide residents of local municipalities with online mental health services during the pandemic to manage stress and anxiety, provide social security services, resolve home or office space concerns, and process online applications for funds from unemployment claims. Visual engagement can play a vital role in providing remote support for these critical needs.

And finally, as is already widely reported in response to COVID-19, most companies are facilitating virtual employee communication and collaboration through online meetings, video, and chat without the need to aggregate at the physical workplace, and serving as an effective replacement to the physical conference room.

Oracle Cloud CX empowers digital and visual engagement

Oracle CX’s modern real-time digital and visual engagement solutions not only enable powerful remote collaboration with consumers but also quicker agent-to-agent and agent-to-supervisor communication. As part of Oracle CX’s omnichannel suite, these solutions provide a unified, seamless, and connected experience, and ensure that service and sales engagements are personalized and precise, helping companies navigate and adapt to the new normal.

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