Session Information
User Group
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Video Customer Service: Scenarios, Solutions, and Trends
Track
:
600 - Contact Center
Program Code:
624
Date:
Wednesday, April 21, 2010
Time:
1:30 PM to 2:30 PM
EST
Room:
Korbel Ballroom 4ABC
PRESENTER
:
Valentine Matula, Director Multimedia Research, AVAYA
LEARNER OUTCOMES:
This session outlines specific video customer service use cases related to agent-to-supervisor support, branch-to-expert consultation, kiosk service, agent-to-consumer at home, and in serving customers on mobile devices. Significant improvements in technology over the last year will be outlined for each of the use cases—mostly due to advancements in the use of SIP. Audience members should be able to relate one or more video use scenarios to their business, understand what technology components would be required, and be positioned to evaluate the practical use of video in revenue growth and cost containment of customer service in their business.
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