IntroductionIn 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.ScopeTwo case studies illustrating video contact centers in practice.Technological advancements in network architecture, such as SIP and IMS, aid video contact center capabilities.Report HighlightsWhile 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 1990’s 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 PurchaseLearn which industry verticals are attracted to video contact centers and why.Understand the main challenges and drivers to video contact centers.