I really need a good strategy, tools and best practices
I'm currently advising a client right on exactly that kind of customer service integration.
Look into Live Ninja (https://liveninja.com/). It brings together the best of both worlds from web and a call center. Voice + Video + Instant connect without any special software, or a phone. You can have either one way, or two way video, and text chat too.
Obviously, get nice uniforms for your call center guys if you haven't already.
What kind of integration are you looking for? What functionality aligns with the business objectives?
Hi, the best practices for this are pretty specific to the particulars. You asked your question 23 days ago. Are you still looking for an answer here? Let me know and we can take it from there.