David Skiba

Dynamic video delivery in contact centers

Video is becoming an important medium for contact centers to serve customers, in addition to voice self service systems and live agents. Recently, video-enabled communication devices such as 3G mobile phones, IP softphones, and the like have become more widely deployed. For users of such video-enabled devices calling into contact centers, a more effective experience is possible using the video display combined with the existing voice output, and caller voice and DTMF input. In this paper we describe the architecture and implementation of a video contact center that provides both a video self-service and a rich agent-assisted video service with an application controlled dynamic video stream delivered to callers. Using dynamic video, the system provides for a level of interaction that goes beyond simply using video as another static recorded prompt technology. It closes with a list of issues to be addressed as the use of video matures.