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Video in the Contact Center: Just Do It
Expensive networking and equipment are no longer a barrier holding companies back from adding video to customer experience.
The technology to add video in the contact center has long been available. The first trial I can remember was announced with this�press release, "Customers Will Soon Conduct Video Banking with Bell Atlantic's Retail Delivery Alternative." When was this? July 1996. The Mellon Bank trial used technology from Teloquent (acquired by Syntellect and then by Enghouse Interactive) and PictureTel (acquired by Polycom). The network technology used was BRI ISDN.
What is different about video today is how inexpensive it is to set-up and deploy. It's finally not about the technology but about applications.
LanguageLine Solutions is an interpretation services business that uses bilingual "agents" to assist businesses in providing customer service. For 30 or so years, this has been done using telephones. Recently they have added a Video Remote Interpreting (VRI) service,�LanguageUc.
I was reminded of early Cisco TelePresence marketing when Product Manager for LanguageUc Bill Crockett quoted research that "93 percent of communication is non-verbal." It certainly makes sense that seeing the two people they are assisting to communicate will make the task not only easier but more effective.
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