We are pleased to share this very good article by John Stepp from InsideCTI about The Future of Video in the Contact Center. There’s very few contents about video contact centers but technology is ready for the next big thing for human communications and businesses.
By John Stepp, InsideCTI
When I was on the phone recently with my website provider, I really would have liked to have had a video connection. I am certain that I could have gotten more out of the call if it was video. At least it was a real time call and not through e-mail. The voice inflections gave me enough doubt to go ahead and pursue an alternate provider. Then again, video might have given my web site provider the ability to instill the confidence necessary for me not to pursue and alternative provider. And that is the point. Sometimes the best way to communicate is through video.
Someday our one on one communications will be mostly video. Pinpointing that exact time is difficult, but my proposition is that it will be sooner rather than later. Once the transition is in full swing, contact centers will already be fully video operable. Even today, there are some trends that will make video communications between callers and agents viable for many.
Some of the trends are:
Inexpensive Video Services Available on any Computer
Smartphones and Tablets with Front and Rear Cameras
RunSolutions, Altitude Software and I6NET are pleased to announce next event at Palma de Mallorca (Spain) an event about Multi-Channel IP Solutions for Contact Centers (CTI, IVR, IVVR, Asterisk, Videocalls, VoIP, Contact Centers, Open Source,…)
VoIP2DAY is born as point of meeting of the world of the IP Voice and Video in Spain. Join Iván Sixto, our CEO at Altitude Software & I6NET’s conference to discover IP Video Contact Centers.
To register for the event, please click here.
Date: October 4, 2011 at 12h00
Location: IFEMA SIMO 2011, Madrid – Spain Where: Hall 7, Stand Voip2day
Conference: Video Contact Centers IP Speakers: Eduardo Malpica / Iván Sixto
Ivan Sixto, CEO / Business Development Manager of I6NET, is talking about Contact Center (CC) new Business Oportunities with Video Call Center Services over Internet and Cloud Telephony evolution.
We wanted to send a quick note out and thank again all sponsors/organizers Microsoft Dynamics CRM, Altitude Software, AEECCC and everyone who registered for and attended yesterday’s Webinar on “Video Contact Centers and new channels (video, chat,…)” with our cofounder Ivan Sixto.
For those who couldn’t see the webinar live, it was recorded and our partner Altitude Software will post all information about how to view it here as soon as it’s ready.
VXI* VoiceXML browser for Asterisk PBX provides the ability to enhance your contact center with personalized interactive video 3G/IP communications for less
Considering that Internet and 3G technology is highly used for every day to day communications, more and more people have access to real-time video communications through video-enabled handsets, web cameras and videophones in the office, at home and on the road. Imagine you had the ability to talk to your clients face to face connecting IP sofphones and 3G mobile phones.
A simple Video Contact Center solution can be rapidly implemented with VXI* standalone software and an Asterisk server. No gateway is required, only TDM E1 cards to connect the 3G networks or only IP. VoiceXML allows you to have life transfer to softphones, video-on-hold videos, in addition to a complex self-service video IVR…
Some features:
Voice/Video call detection
PC to 3G bi-directional videocalls
Intelligent routing and video menus with TTS/ASR/TTV
Video on-old Video during transfers
Complex self-service video IVR powered by VoiceXML
