Video Contact Centers

This publication has been discontinued on July 19, 2011.

Introduction

Abstract

Overview

Introduction

In an era when a company strives for 100% customer satisfaction, the contact center has become the first port of call for many consumers. Organizations enhancing its customer relationship are rewarded with retention and loyalty. Video-calling, whilst not a new concept, is starting to become more in vogue; the growth in 3G telephony and in IP networks have aided in this development.

Scope

• Two case studies illustrating video contact centers in practice.
• Technological advancements in network architecture, such as SIP and IMS, aid video contact center capabilities.

Report Highlights

While vendors are keen to publicize how a video contact center can enrich an end-users customer relationship, the early video contact centers in the late 1990s did not make an impact, with latency being the main issue. The video contact centers of the 21st century in contrast make use of SIP and IP providing a smoother customer experience.

Reasons to Purchase

• Learn which industry verticals are attracted to video contact centers and why.
• Understand the main challenges and drivers to videocontact centers.

Table of Contents

• WHY VIDEO CONTACT CENTERS
  • Reasons for Video contact centers
  • Who is likely to purchase video contact centers?
    • Mobile Communications
    • Healthcare
    • Public sector
• VIDEO CONTACT CENTER ENABLERS
  • Network enablers
  • Devices
• BARRIERS TO UPTAKE
  • Is it all in the mind?
  • Gadgets for every occasion
  • Hidden call costs for the consumer
  • Costs for the end-user contact center provider
• CONCLUSION
  • Take-away thoughts
• EXAMPLES OF VIDEO CC USE
  • Vodafone Portugal
  • UK deaf society
• APPENDIX
  • Future readings
  • SPP writing team
  • How to contact experts in your industry
• List of Figures
  • Figure 1: IMS and SIP high level architecture

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