Firstly, “video chat” is not the same as “web chat” or “live chat”. In this picture, taken from the 2016 Dimension Data report, you will see web chat and video chat are presented as entirely different contact center channels.
The term “web chat” suggests a one-to-many text interaction – a single agent may handle several non-voice chats with customers simultaneously.
The term “video chat” suggests a one-to-one video interaction – business representatives use software to interact with one customer at a time in real time, using voice, video and web-collaboration tools (e.g. screen sharing, co-browsing, or file sharing).
The 2016 Global Contact Centre Benchmarking Report by Dimension Data indicates that a only a very small number of contact centers currently employ video chat technology. However, this is soon set to change, as many contact centers report they plan to implement it within the next year.