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
Please find here our video conference at Madrid (Spain) VoIP2DaY, past October 4th with Eduardo Malpilca Presales Manager at Altitude Software and Ivan Sixto, CEO at I6NET talking about the last evolution of “Video Contact Center IP″ (Spanish).
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
The 3rd Generation Video Telephony value added service providers have seen the benefits of centralizing equipment as it reduces maintenance costs (everything is now managed as a whole) and increases equipment use, since equipment (such as Video IVR ports) can now be shared among 3G operators, thus lowering the overall number of required ports.
Wireless telecommunication operators are rolling out UMTS / 3G networks and providing broadband internet speeds and ability for service providers / customers to access IVVR rich services such as video streaming and mobile TV. Live Video like TV contents are delivered thru RTSP streaming servers and prerecorded MP4 / VXML contends thru NAS systems. The proposed architecture basically supports any single point of failure. Thus, videocalls will continue to be processed even after a failure.
We are going to talk more about video capabilities of an IVVR based on VXI* and how important it is to get a platform interoperable with a large number of video channels and protocols. Today, video applications are becoming more and more significant for social medias and advanced communications services. It’s not only a new Technology Trend, video is a killer feature to build amazing services for businesses.
Today, there’s 6 major key factors to consider:
Users are demanding more multimedia interactions and realtime video
All new smartphones, tablets, netbooks, laptops,… are video-ready with front cams
Social medias are changing people’s and consumer behavior and expectations
Videocalls add new ways to sell, negotiate, support, promote, advice, hire…
IP Networks are ready for a Video Services Revolution within communications
Big Internet players like Apple, Facebook, Google, Microsoft are adding new video services
Video Channels/Protocols for your VXI* IVVR platforms:
Video h323 (videoconference devices)
Video SIP (videophones, softphones, trunks)
Video Flash/RTMP (web browsers, tablets, flash applications)
Video 3G-324m (UTMS wireless networks and 3G mobiles devices)
Video Mobile Apps iOS/Android (iPhones, iPad, Android smartphones…)
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.
Build your video IVR menus using SVG format. VXI* VoiceXML Browser 6.0 supports SVG format with the vxml <audio> tag like major web browsers does! With this feature, implementing a nice video menus or adding a wallpaper picture become really easier to design and to update. No pixels resizing, your content will always fit well into your phone video screen.
Scalable Vector Graphics (SVG) is a family of specifications of an XML-based file format for describing two-dimensional vector graphics, both static and dynamic. The SVG specification is an open standard that has been under development by the World Wide Web Consortium (W3C) since 1999. SVG images and their behaviors are defined in XML text files.
SVG Free Editor Tool: InkScape
Open Source SVG editor for many OS (Mac, Linux, Windows)
Website – http://www.inkscape.org
Thanks to all attendees of “Tecnología a la Carta – Primavera 2011” organized by Altitude Software and I6NET. We hope you will enjoy these pictures from our yesterday’s event: at Fortuny – Madrid (Spain), where we have discovered all about Video Contact Centers.
Speakers:
Jose Manuel Ceruelo – Presales Manager at Alitude Software
Ivan Sixto – CEO at I6NET
Keynotes (Spanish):
Primer Plato.pdf - 351 hits : Realidad de los Video Contact Centers… (Jose Manuel Ceruelo)
Segundo Plato.pdf - 386 hits : Video Contact Centers, Retos y Aplicaciones… (Iván Sixto)
