Can Call Center Offer Video-Based Services Soon?
All call centers in the Philippines provide either e-mail or voice-based customer service support, but what if the customer could actually see the call center agent?
It may sound like it came straight from a sci-fi novel, but network infrastructure firm Nortel is expecting that video call center services would be the next step for the country’s booming call center industry.
Nortel Corp. Evangelist for Multimedia Applications Betsy Wood told reporters in Manila that video is a “killer application†that will give call center operators new business opportunities. Likewise, video call center services can also work on the mobile phone as long as there is an available high-bandwidth 3G cellular network and the phones are 3G-ready.
Wood said the reason for the possibility of providing video call center services on even a mobile environment is a standard called SIP (session initiation protocol), which allows for interactive communication of voice, data and video on virtually any SIP-ready platform, including computers and mobile phones.
