More Views into Contact Center Video Solutions
Friday, March 21st, 2008The Contact Center blog has posted an article that looks into video solutions for call centers. It is well referenced with links out to several other information sources.
According to Technology Marketing Corporation (TMC) President Rich Tehrani ‘video will play a huge part of call center 2.0. Call centers will video-enable themselves to increase the customer service of phone calls. In some cases conversations will be 2-way video enabled in other cases the benefits of having video calls will be so obvious that all call centers will scramble to show their agent’s faces.’
The official term for this technology is ‘Interactive Voice and Video Response.’ IVVR will provide many opportunities to call centers willing to adopt it. Experts have jumped onto the 2.0 bandwagon and are calling these capabilities ‘Call Center 2.0.’ I guess if it has to have a name… however, I still prefer IVVR.
