IP video traffic is on the rise thanks to faster and cheaper broadband availability. It could be the predominant form of IP media in the coming years, just as how voice-over-IP services became so popular today.
Abi Chandra of Interactive Intelligence doesn’t believe that
…by 2011 video traffic will overtake voice traffic in a contact center. The recent advances in compressing high-quality video into modest bandwidth definitely make it easier for an end customer to consume more video services, but does that really translate to the contact center scenario?  When I call a contact center I still have to give the last 4 digits of my social security number, and I must also state my mother’s maiden name. How does it benefit me if I am able to see the contact center agent with whom I am speaking or vice versa? Â
But I think video will be an important evolution of the customer interaction channel, much like Twitter.
Imagine facial recognition and biometric software being able to positively identify a customer through a video link. No need to talk to an IVR, no need to initiate a chat session with an agent, and no need to give out a Social Security number. Plus the bonus of speaking to another person face to face, where facial expressions and tone of voice are easy to pick up by the agent.
Customer: “You have no idea how upset I am with you guys right now…”
Agent, able to see Customer’s face: “Yes sir, I do. I am very sorry …”
And instead of hearing music-on-hold, the customer may start seeing video ads while on hold. And to apply the current business model of several video streaming services, how about that a customer could opt-in to view videos while on hold in exchange for priority (move ahead of the queue) to receive service? Or instead of participating in satisfaction surveys, the customer can choose to view an ad instead.
Video in the contact center should be viewed as any other channel to engage the customer. That future will come to us soon.
Eugene
December 24th, 2009
8:52 am
Hi Eugene,
I totally agree with you that video will be an important evolution for contact centers. There is no denying that facial recognition and biometric software will easily help identify customers and more importantly as you point out lead to a better and engaging end customer experience.
While a good portion of this technology is already in place I do not think that 2011 would be the year where video would dominate voice in contact centers. That would be a while before it happens and I look forward to it.
Abi Chandra
Interactive Intelligence Pre-Sales Systems Engineer
www.inin.com