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Video in the Contact Center: A Solution Looking for a Market and Finding Modest Niches

November 5, 2012 | Telepresence Options
videoincontactcenter.jpg
1 Nov, 2012 15:00 CET

IT Connection Blog, By Ken Landoline,

Summary Bullets:

  •     Video applications are flooding the marketplace, making large gains in mindshare if not market share.  The technology has become better, simpler to implement and manage, and less costly to maintain.
  •     Despite the popularity and growth of video in general, video conferencing penetration of the contact center has been minimal at best.  Implementation of the technology remains limited to niche segments of the customer care/helpdesk marketplace.

It seems video conferencing technology is infiltrating just about everything we do today.  Immersive telepresence, desktop video, room-based video, and mobile video on smartphones and tablets are becoming commonplace as the technology gets better and the cost and complexities of video solutions diminish.  Given this increasing acceptance of video in our lives, I wonder if and when video-enabled contact centers will become a reality.  As I discuss the topic with customer care executives and vendors of contact center applications, most tend to agree that there is a value proposition for video in the customer care environment.  The future benefits they see include video's potential to enhance personalization, promote customer loyalty, and improve sales effectiveness as agents and customers see each other eye to eye.  Others mention video's potential to enhance self-service functionality with pushed video clips as well as improvements in the wait in queue with the use of targeted advertising clips (i.e., video brochures).  In addition, customer care executives generally agree that the proper use of video in the contact center could be a significant competitive differentiator for those that get there first and develop the optimal blueprint for success. Read more of this post at http://bit.ly/Q8A6s4

Media Contact:

Amee Singh
Sr. Director, Marketing Communications
pr@currentanalysis.com

About IT Connection

IT Connection is the premier source of unbiased analysis and assessments of IT equipment and telecom services.  IT Connection provides easy-to-access, cost-effective, non-vendor-sponsored research to enterprise IT professionals.  The assessments on IT Connection allow you to quickly, easily, and efficiently assess suppliers, access side-by-side product comparisons, determine the best technology solution to fit your needs, and receive real-time updates and analysis on breaking market-changing events.  To join our community and interact with your peers and our analysts, visit us at www.currentanalysis.com/ITC.

About Current Analysis

Current Analysis (http://www.currentanalysis.com) has been helping leading telecommunications, information technology and business software companies improve their competitive intelligence, differentiate themselves in the market, and win more business. Current Analysis is the only provider of continuous, in-depth tactical competitive intelligence, analysis, and advice. For more than 15 years, sales teams, product managers, marketing professionals, and executives have relied on Current Analysis as a trusted partner to improve their ability to anticipate and quickly take action on market opportunities and competitive threats. The company serves more than 35,000 professionals at over 1,600 global enterprises.








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