Comments on: Video-over-IP and the contact center http://www.openmethods.com/wordpress/video-over-ip-and-the-contact-center/ Adventures in Voice Application Tools and Development Mon, 06 Sep 2010 04:23:50 +0000 http://wordpress.org/?v=2.1.3-RC1 By: Abi Chandra http://www.openmethods.com/wordpress/video-over-ip-and-the-contact-center/#comment-12308 Abi Chandra Thu, 24 Dec 2009 14:52:39 +0000 http://www.openmethods.com/wordpress/video-over-ip-and-the-contact-center/#comment-12308 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 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

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