YouTube joins as a channel inConcert Omnichannel Contact Center


Fernanda Barboza
March 05, 2020


inConcert's Omnichannel Contact Center (OCC) platform adds YouTube to its contact channels. This addition is key because, for brands, video marketing has become one of the most effective ways to connect with their audience.

With YouTube integrated as a channel, it makes it easier for OCC user companies to manage their integrated marketing strategy, in conjunction with the other social channels: Facebook, Instagram and Twitter.

What can you do with YouTube in the Omnichannel Contact Center?

OCC users can now perform various actions on videos posted on their YouTube account, such as editing the title, modifying the privacy (leaving it public, hidden or private), or even deleting it.

Comments generated on YouTube videos can be managed directly from OCC, in the same way as with all other networks. This is especially valuable for live broadcasts, which usually generate a higher number of comments in the time span of the broadcast. With this new feature, agents can address those comments in real time, without leaving the platform.

In turn, the contact email of people who comment on each video is automatically recorded in OCC, to nurture that contact's conversation history and give them a truly omnichannel experience.

Another aspect to highlight is that all videos published on YouTube, including live broadcasts, can also be shared on other social networks from OCC. Thus, companies have more possibilities to interact with their community of customers (potential or current) through content of interest, centralizing their digital strategy.