Cause and Effect of Videophone Success
Conversational video is no longer a fantasy. It is a reality
today, and it will literally be in our hands tomorrow with the
advent of conversational video in 3G. The proliferation of
video-enabled devices and the rapid growth in available bandwidth
are making conversational video increasingly available to businesses
and consumers alike.
The rise of conversational video creates new demands on
businesses and on telecom service providers. As the number of
video-equipped consumers increases, the demand for video-enabled
services will also increase. Just to begin, carriers offering
videophone services on 3G, UMT, and EV-DO networks will also need IVVR
and video call centers, because:
-
Videophone customer service just wouldn't
seem whole if customers couldn't see the rep when they
called for assistance.
-
Video services that benefit users are needed
to enhance the uptake rate for videophones.
-
Offering hosted video call center services
will give enterprises a way to create their own video call
centers quickly and cost effectively, further fueling the
demand for video calling.
Most existing call centers cannot support video with
their current technology, creating a powerful new reason for
enterprises to consider call center equipment upgrade and
replacement options.
CosmoCom Video Call Center Solution
CosmoCom technology has long powered operational video call
centers such as CSD, which provides video relay services to the
hearing-impaired. CosmoCom is also the first to provide IVVR with
GUI service creation and easy integration to the overall call center
infrastructure. CosmoCom's field-proven video call center technology
can provide interactive voice and video response (IVVR) as part of a
complete video call center offering, or as a front-end to existing
voice call centers. Thus CosmoCom enables smooth evolution from the
voice-only call center, to self-service video, to full
conversational voice and video.
Interactive Voice and Video Response (IVVR)
IVVR adds a new multimodal dimension to the caller experience. In
addition to hearing traditional IVR voice menus and announcements, a
caller can now see menu choices to expedite the call, and receive
video presentations while waiting for an agent, during transfers, or
at appropriate places in the IVVR dialogue. This creates new service
and revenue possibilities ranging from ad-subsidized free
information, to paid entertainment, and more.
IVVR can be used as a video front-end to a traditional voice call
center, or as part of a video call center where callers see agents
and vice versa when callers are so equipped. Call centers that can't
be immediately upgraded to video can still offer IVVR to
video-enable the self-service portion of the call and then transfers
it to an voice agent in the legacy call center. In call centers that
can upgrade to video, IVVR is the video-enabled prelude and gateway
to the video agents.
The CosmoCall Universe IVVR system is an XML-based platform for
self-service voice and video applications and prompt-response
dialogues. CosmoDesigner, a simple GUI service creation tool, both
defines the IVR and IVVR call flows, applies the parameters used by
the ACD call routing rules, and sets up the call for the screen-pop
on the agent's desktop.
IVVR/Video Call Center Benefits
Interactive Voice and Video Response and video call center
technology benefits all concerned:
Caller Benefits
- The IVVR experience is faster and more interesting.
- Visual agent interaction is more engaging and enhances
trust.
Call Center Benefits
- Reduced costs through increased self service · Improved
communication - a picture is worth 1000 words
- Higher customer perception of the level of service
- Stronger customer bond
- New revenue opportunity through video advertising
Mobile Service Provider Benefits
- Increased air time
- Expanded appeal of video-capable networks
- Video customer care for their own video customers
- Advertising revenue
Fixed Line Service Provider Benefits
- Expanded appeal of videophones and kiosks
- New services for existing call center customers
- New caller-paid services
- Advertising revenue
Why CosmoCom?
- Leader in network-hosted, multi-tenant call center platforms
- All current call center capabilities are available for video
call center
- Simple GUI service creation tool
- Field-proven performance - Video Call Center in 14 locations
operational since 2002
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