3G and IP networks helps video contact centres development

January 11, 2006

Research and Markets has announced the addition of Video Contact Centers to their offering.

Introduction

In 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.

Scope

Two case studies illustrating video contact centers in practice.

Technological advancements in network architecture, such as SIP and IMS, aid video contact center capabilities.

Report Highlights

While 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.