Video Enhanced Services in the Contact Center

By Stefania Viscusi

TMCnet Assistant Editor

 

Contact centers are continuously being equipped with new technologies to best address caller and customer needs. And as the popularity and usage of video services rises, contact centers are also turning to them as opposed to offering solely audio, in a bid to enhance interactions and contact center experiences.

 

By adding the enhanced multimedia element of video to the contact center, there are completely new possibilities for interaction. Contact centers can utilize video to offer instructional pre recorded video, live agents and self-service IVR.

 

To help develop and deploy this move in the contact center, RADVISION offers the RADVISION Interactive Video Platform. This IMS-ready platform makes it easy to develop, deploy and run multiple videos all at the same time.

 

Centro Español de Servicios Telemáticos (CESTEL), a systems integrator in Spain, has chosen RADVISION's platform to add enhanced video capabilities to their contact center and IVR solutions.

 

Using RADVISIONs platform, CESTEL can cost efficiently deliver carrier-class solutions and "with the addition of a video layer on existing premium number voice services, such as traffic updates, weather, banking and more, CESTEL clients can offer enhanced video-enabled services to consumers in conjunction with legacy voice services," a news release noted.

 

Alon Barnea, General Manager of RADVISION's Mobility & Service Provider Business Unit commented in a statement, "CESTEL's video enhanced IVRs deployed throughout Spain are an important milestone towards widely-deployed interactive multi-media services- further validating the transformation from visionary ideas to real business solutions using interactive video."

 

RADVISION also announced today they would offer their Click to Meet software to  connect US troops in Iraq with NFL Stars as part of a December 8^th "The Champions for Champions Troop Morale Program" organized by the U.S. Army's Morale, Welfare and Recreation program initiative.