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Article : Will Video Phone Work in the Contact Center?

We ask members around the world to share their opinions. Find out what they think!

Linda Pitt
LP3 Communications
United States

"Although we’re hearing quite a bit about the success of the video phone in sectors like banking for example, I don't believe it will make a strong play in the contact center in the near term. While the possibilities of this technology are expansive, there are significant obstacles to overcome on all fronts. We are still seeing bandwidth constraints on last mile networks. A significant portion of today’s consumers do not have the necessary equipment. It has not been established that customers value two-way communications enough to justify the associated rollout costs. We've had the technology for a number of years, but companies have not been keen on exposing their customer service representatives to the public. And I do not think that enough CSRs want to be "on the air". It would add more stress to an already stressful position within an industry struggling to combat high attrition rates."

Anand Subramaniam
SVP Marketing
eGain Corporation
United States

"I don't believe that an actual video capability where the customer could see the agent would improve the customer experience. The reason is that contact center agents could be excellent on the phone but not well-suited for visual presence or demeanor. However, multimedia interactions through a "meet me" capability on the web (collaborative browsing of web content) during a phone call between a customer and an agent is catching on as a differentiated offer from leading companies. Such interactions serve two goals: Memorable customer experience - customer satisfaction from these multimedia sessions is very positive compared to voice-only interactions Train the customers to use the company web site for more sophisticated interactions - this drives self-service usage over time and builds web-based brand loyalty among customers"
About eGain Corporation

Omnichannel customer engagement solutions power digital-first experiences. Infused with AI, machine learning, knowledge and analytics, our platform helps clients automate and optimize customer journey... (read more)
Stephen McCarthy
GlobalPhone Corp.
United States

"Not for several years. It will require more widespread adoption of standard video applications by the public that are just not there today."


Ripple Effect Communications
United States

"These technologies should be applied through the entire customer relationship from pre-sale activities and first contact through order handling, fulfillment, and after-sale service. But we need to keep in mind that these are just the communications links. The real heart of CRM is in the functionality of the applications. CRM systems are essentially database applications that capture, store, and manipulate information that companies can use to enhance the value of the customer interaction while multiplying the efficiency and effectiveness of all types of service personnel—essentially anyone who has contact with the customer."

Diane Capazorio
Director: Strategic Business Solutions
Kelly, A Division of the Kelly Group Ltd
South Africa

"In 1st world countries this is a possibility due to the large bandwidth and network capacity available. However, as a large portion of the outsourced contact centres are in 2nd and 3rd world countries, it will be some time before bandwidth is at sufficient levels to support video calls. I believe this service may take hold on the high income earners market of all countries and be offered as a service to the ‘high value’ clients."
About Kelly, A Division of the Kelly Group Ltd

With 40 years of Talent Management expertise, a national footprint of 50 branches, recruitment centres and on-site offices and extensive knowledge of the South African economy, Kelly is undoubtedly So... (read more)
Umberto Basso

"People would eventually prefer to see something relevant, not just an agent. If a person's figure would be appropriate, a very-high quality human-like agent wold be enough. (Here in healthcare we are working on this)."

Michael Becce
United States

"In a long time. Real time communications between 2 individuals needs to be bi-directional. So to do bi-directional video, the calling party needs the technology to do video too. While there are more and more end-user devices with cameras (PC via web for instance), an overwhelming part of the population will reach you otherwise, via plain old telephones for a very long time to come."
About MRB PR

MRB PR is a public relations company.
Morley Prendergast
Marketing Associate

"a. Video phones will have a place in contact centers but will not be a fit for all markets. Currently a large amount of consumers are those who come from the baby boomer era and are accustomed to a personal touch. For example they are used to door to door sales reps that would develop a personal relationship through a face to face encounter. When organizations attempt to automate or outsource too many processes it can disconnect an organization from its clients and cut off relations with customers who are uncomfortable with automation. As an example of a successfully leverage video phone, in talks with contact center analyst & expert Mikael Blaisdell, it was mentioned that he often uses a form of video phone and finds that it has aided him in developing a strong personal relationship with his clients."

Salesboom.comTM is a global company focused in on demand Customer Relationship Management (CRM) and Enterprise Resource Planning software (ERP) business software solutions for the SMB market. Founded... (read more)

Today's Tip of the Day - Answering Customers’ Questions

Read today's tip or listen to it on podcast.

Published: Thursday, June 17, 2010

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2020 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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