Have you ever looked at a contact center or call center product and been struck by how vast the offering is or stunned by how the one key feature you need seems to be missing? We understand.

Contact centers and call centers have been designed, traditionally, to address an important function: provide better, faster and more intelligent responses to a customer need. By doing so, companies improve the relationship with a customer, and we all know nurturing the customer relationship is the best way to secure a long-term, satisfied customer leading to repeat business.

Hitch supports a modular approach to the video contact center by providing modules that can be modified, purchased or optimized for the particulars of a customer need.

Here is what Wikipedia has to say about Modular Design:

Modular design, or "modularity in design", is a design approach that subdivides a system into smaller parts called modules or skids, that can be independently created and then used in different systems. A modular system can be characterized by functional partitioning into discrete scalable, reusable modules, rigorous use of well-defined modular interfaces, and making use of industry standards for interfaces.

A video contact center necessarily approaches the desire for better customer service and contact centers with a modular approach. We find this shocking, but not everyone wants video conferencing consultations enabled. When they do, customers also might want this feature just for certain agents and desire to enable this without tearing out their existing infrastructure. When a company does enable a video consultation service within their business offerings, it will be critical to track interactions and be able to report on the end results. The theory is, video will enhance the interaction, speed up results, and lead to better outcomes. Hitch was built on the premise of producing a comprehensive end result with easy access and recall.

At our core, Hitch is the approach to the contact center as a data base company. We understand the need for simple, clear data that justifies outcomes. The modular approach matters because most of our customers have already invested time, money and resources building business operations that are serviced nicely by their contact center. We also OEM Hitch to contact center companies that hope to add video consultations to their product line. We've taken care of the compliance and deployment issues so you can add video and improve the relationship.

Need more reasons to support a modular approach?  Let's return to Wikipedia "Besides reduction in cost (due to less customization, and shorter learning time), and flexibility in design, modularity offers other benefits such as augmentation (adding new solution by merely plugging in a new module), and exclusion."

We offer SMS, Voice, Video, web chat and e-mail media queuing all within our contact center. What if you only need certain products or parts of the product? What if you desire some individuals to have all features but other only certain features?  Modularity embraces that assumption.  In fact, all of our customers,  and our current in-market solution, prioritize Hitch as an addition to existing work-flow or solutions. Why? Changing behavior is hard. Shifting technology is harder, because it presumes retiring an existing investment and changing user behavior—both with your staff and your customers. We find the easier win, faster adoption and most elegant way to add video consultations to your contact center is to add the module(s) you need, paying for what achieves better customer service, and nothing more.

This modular approach also enables consumer-to-business information exchange. In a future release, our roadmap allows consumers to connect data they collect health statistics, investment interests, learning goals—based on permission, with the companies who service them. That connectivity and the data behind it, we believe, will be key to better customer service.