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January 31, 2012

By Susan J. Campbell

TMCnet Contributing Editor

 

You’ve probably heard it before – the future is now. This couldn’t be truer in the mobile video space as this industry is exploding beyond even the most generous of projections. The proliferation of mobile devices is on a rapid trend and the available features are consistently changing to meet consumer demand and beat the competition.

To explore these opportunities, ITEXPO East 2012 is offering the panel “The Future is Now: Mobile Callers Want Visuals with Voice over the existing network”. Jim Machi, senior VP of marketing at Dialogic (News - Alert) will be on hand to share his industry insight and examine the evolution of the mobile video space.

A key component in the mobile video space is the reality that consumers today are demanding the use of just one device to meet all of their communications needs. At the same time, users also want the latest features that deliver seamless integration with the latest technologies.

Experts anticipate that SEEing and HEARing information will be available simultaneously on a smartphone – as the norm. This evolution plays into the reality that people comprehend more than 50 percent more when they are able to both hear and see the information.

If this doesn’t sound the most optimal approach with a mobile call, take a look at these real-life cases:

• A technician in the field needed assistance in repairing an older and less-common device. He makes a call to the 2nd-tier support specialist who can only help him if he has very specific diagrams while he explains the repair.
  
  
• A nurse contacts a patient post-surgery to discuss discharge and follow-up instructions. Included in these instructions are a copy of the X-Ray, a copy of the prescription sent to the pharmacy, graphics of daily exercises the patient must do for recovery and more. The patient saves all the information to ensure a rapid recovery. 
  
  
• A customer makes a call to purchase concert tickets. The ticket agent sends a venue map and the caller realizes she wants to be closer to the stage. She instantly upgrades her tickets while still on the same mobile video call. The ticket number bar codes are saved on the phone for easy reference.

The ITEXPO (News - Alert) session will provide attendees with information on how the customer experience is transformed with mobile video through IVR (Interactive Visual Response) systems. The session is scheduled for 2:30 ET on Wednesday at the Miami Beach Convention Center. 


Dialogic is a Platinum sponsor of ITEXPO East 2012. Happening now at the Miami Beach Convention Center in Miami, Fla., ITEXPO is the world’s premier IP communications event. Visit Dialogic in booth #507. For more information on ITEXPO registration, click here.

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Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jennifer Russell

 

 

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