Video calling capabilities are becoming widespread due to improved internet speeds and technologies, and consumers are embracing video chat applications on their mobile devices. While this presents opportunities, contact centers face challenges in integrating video capabilities including needing to retrain agents, ensuring legal compliance, and upgrading technical infrastructure which requires significant costs. However, the benefits of video such as improving communications for deaf customers and allowing overseas outsourcing of some contact center functions. Contact centers need to begin preparing for these changes to remain competitive and meet evolving customer expectations.
Cisco vs. Microsoft - Strategic Decisions for a Unified Communications Deploy...Brent Kelly
Many organizations have Cisco networking equipment as well as Cisco voice communications solutions. These same organizations also have Microsoft desktop software and MIcrosoft Lync, which is used by many enterprises for presence and instant messaging.
Both vendors are pushing very hard to have organizations adopt their entire unified communications offering. For Cisco, this means deploying the Jabber client along with WebEx for conferencing and Cisco video solutions. For Microsoft, this means deploying more capabilities in Microsoft Lync, including conferencing and collaboration as well as Enterprise Voice.
In many companies, there are articulate and impassioned people who are sincerely trying to do their best who argue for one vendor's unified communications offering over the other. This often ends up in a "Cisco versus Microsoft" discussion, which may become a heated argument.
What to do?
This presentation looks at many of the issues involved with a Cisco vs. Microsoft unified communications debate. It provides individuals and companies with strategies for eliminating one vendor as well as ways the two solutions may co-exist in the organization.
Next gen tech for business and telecom service providers, Raman Singh, CloudC...Alan Quayle
Next gen tech for business and telecom service providers
Raman Singh, Chief Innovation Officer, Cloud Connect
CloudConnect is a DOT Licensed Virtual Network Operator offering a lot more than just India’s first PBX on Mobile for SMBs. CloudConnect gives you the advantage of a comprehensive, and secure mobile-first Business Communication Systems which include cloud PBX system, Business IP phone service, and Unified Communications and Collaboration for small businesses.
This presentation will cover:
Emerging trends: How CloudConnct can help
CloudConnect’s offerings
UCaaS:sensible, effective, and immediately deployable
Customization, verticals, and ecosystem
CloudConnect platform Architecture
Product overview and unique value
Omni-Channel and voice bot examples
Auto-config, auto scaling, self-healing
The presentation envelopes unified communication services, beginning with what
it means, its importance and benefits. The slide sheds light on what's popularly known as 'Human
Assisted E-commerce' and how Happiest Minds' Lifecycle Services help enhance unified
communications.
Happiest Minds Unified Communication Services:
http://www.happiestminds.com/technology-focus/unified-communications-services/
Cisco vs. Microsoft - Strategic Decisions for a Unified Communications Deploy...Brent Kelly
Many organizations have Cisco networking equipment as well as Cisco voice communications solutions. These same organizations also have Microsoft desktop software and MIcrosoft Lync, which is used by many enterprises for presence and instant messaging.
Both vendors are pushing very hard to have organizations adopt their entire unified communications offering. For Cisco, this means deploying the Jabber client along with WebEx for conferencing and Cisco video solutions. For Microsoft, this means deploying more capabilities in Microsoft Lync, including conferencing and collaboration as well as Enterprise Voice.
In many companies, there are articulate and impassioned people who are sincerely trying to do their best who argue for one vendor's unified communications offering over the other. This often ends up in a "Cisco versus Microsoft" discussion, which may become a heated argument.
What to do?
This presentation looks at many of the issues involved with a Cisco vs. Microsoft unified communications debate. It provides individuals and companies with strategies for eliminating one vendor as well as ways the two solutions may co-exist in the organization.
Next gen tech for business and telecom service providers, Raman Singh, CloudC...Alan Quayle
Next gen tech for business and telecom service providers
Raman Singh, Chief Innovation Officer, Cloud Connect
CloudConnect is a DOT Licensed Virtual Network Operator offering a lot more than just India’s first PBX on Mobile for SMBs. CloudConnect gives you the advantage of a comprehensive, and secure mobile-first Business Communication Systems which include cloud PBX system, Business IP phone service, and Unified Communications and Collaboration for small businesses.
This presentation will cover:
Emerging trends: How CloudConnct can help
CloudConnect’s offerings
UCaaS:sensible, effective, and immediately deployable
Customization, verticals, and ecosystem
CloudConnect platform Architecture
Product overview and unique value
Omni-Channel and voice bot examples
Auto-config, auto scaling, self-healing
The presentation envelopes unified communication services, beginning with what
it means, its importance and benefits. The slide sheds light on what's popularly known as 'Human
Assisted E-commerce' and how Happiest Minds' Lifecycle Services help enhance unified
communications.
Happiest Minds Unified Communication Services:
http://www.happiestminds.com/technology-focus/unified-communications-services/
Vendor hype has devalued the promise of unified communications and threatens to cause confusion with the move to cloud computing. In the absence of clear and unambiguous explanations of the benefits of embarking on such projects, end users could be forgiven for thinking that these are technologies without a purpose. However, a revolution is underway, bringing with it real benefits to enterprises and to workers.
Whether you are thinking about deploying a cloud, premises or hybrid approach to communications, there are a number of factors you should consider. There are pros and cons of each approach, so we will start by evaluating the line items that make up the bulk of the expense. In a world driven by software and communications technology, it’s no surprise that the software expense.
Telephony and Unified Communications is greather than 40% of the solution’s total purchase price. Following software, in terms of the percentage of budget they consume, is telephones, and servers and gateways make up the smallest components of the IPT and UC budgets. While hardware is still an essential component, over time it is becoming increasingly commoditized. Visit http://necam.com/uc to learn more about our UC solutions.
Unified Communications - Ten reasons organisations are switchingO2 Business UK
Hosted Lync UC supports your business as it responds to the growing trend for mobility. It’s unified communications using one of the leading platforms, Microsoft Lync,
combined with enterprise IP Voice that can replace your existing PBX. Seamlessly integrate your mobile and home workers and present them as part of the team. Make it easier for your teams to work together and share information regardless of location, either internally or with partners and suppliers. Choose from a software client, or Lync phone handsets or headsets. Hosted Lync UC is fully federated, which means users can communicate and collaborate with people outside of the organisation as long as they are using another federated service: it could be MS Lync or earlier versions of the product, or similar services like IBM Sametime, Cisco Unified Presence Server, Yahoo Messenger or Skype.
In telecommunications as in life, no single size or model fits all. It is important to consider different solutions and to
find the best fit, depending on the needs. Before taking any decision, as is often necessary in large-scale projects, it is beneficial to thoroughly analyze the total cost of ownership (TCO) and the return on investment (ROI) of the project.
Libon (probably) the World’s most Successful Telco IP Communication Service, ...Alan Quayle
Libon (probably) the World’s most Successful Telco IP Communication Service. Karel Bourgois, Product Owner at Libon for Orange, TADSummit 2014. 12-13 November 2014, Istanbul.
9 Reasons Why Now is the Time to Replace Your Aging Phone SystemInteractiveNEC
The architecture of conventional phone systems dates back to a time when going to work meant going to an office. But today’s mobile and global workers require more agility and capabilities than these systems can support. Today’s workers, who now need to be flexible to work from wherever they happen to be, require more agility and capabilities than these systems can support. Aging phone systems typically do not support remote workforces, who can be productive from any location.
This document explains the 9 key benefits that is driving so many companies to move their phone system to the cloud.
If you haven’t considered a move to the cloud before, now’s a great time to start! Contact us today at https://www.univergeblue.com/get-in-touch to find out how reliable, affordable, and easy to use UNIVERGE BLUE® CONNECT can be.
Vendor hype has devalued the promise of unified communications and threatens to cause confusion with the move to cloud computing. In the absence of clear and unambiguous explanations of the benefits of embarking on such projects, end users could be forgiven for thinking that these are technologies without a purpose. However, a revolution is underway, bringing with it real benefits to enterprises and to workers.
Whether you are thinking about deploying a cloud, premises or hybrid approach to communications, there are a number of factors you should consider. There are pros and cons of each approach, so we will start by evaluating the line items that make up the bulk of the expense. In a world driven by software and communications technology, it’s no surprise that the software expense.
Telephony and Unified Communications is greather than 40% of the solution’s total purchase price. Following software, in terms of the percentage of budget they consume, is telephones, and servers and gateways make up the smallest components of the IPT and UC budgets. While hardware is still an essential component, over time it is becoming increasingly commoditized. Visit http://necam.com/uc to learn more about our UC solutions.
Unified Communications - Ten reasons organisations are switchingO2 Business UK
Hosted Lync UC supports your business as it responds to the growing trend for mobility. It’s unified communications using one of the leading platforms, Microsoft Lync,
combined with enterprise IP Voice that can replace your existing PBX. Seamlessly integrate your mobile and home workers and present them as part of the team. Make it easier for your teams to work together and share information regardless of location, either internally or with partners and suppliers. Choose from a software client, or Lync phone handsets or headsets. Hosted Lync UC is fully federated, which means users can communicate and collaborate with people outside of the organisation as long as they are using another federated service: it could be MS Lync or earlier versions of the product, or similar services like IBM Sametime, Cisco Unified Presence Server, Yahoo Messenger or Skype.
In telecommunications as in life, no single size or model fits all. It is important to consider different solutions and to
find the best fit, depending on the needs. Before taking any decision, as is often necessary in large-scale projects, it is beneficial to thoroughly analyze the total cost of ownership (TCO) and the return on investment (ROI) of the project.
Libon (probably) the World’s most Successful Telco IP Communication Service, ...Alan Quayle
Libon (probably) the World’s most Successful Telco IP Communication Service. Karel Bourgois, Product Owner at Libon for Orange, TADSummit 2014. 12-13 November 2014, Istanbul.
9 Reasons Why Now is the Time to Replace Your Aging Phone SystemInteractiveNEC
The architecture of conventional phone systems dates back to a time when going to work meant going to an office. But today’s mobile and global workers require more agility and capabilities than these systems can support. Today’s workers, who now need to be flexible to work from wherever they happen to be, require more agility and capabilities than these systems can support. Aging phone systems typically do not support remote workforces, who can be productive from any location.
This document explains the 9 key benefits that is driving so many companies to move their phone system to the cloud.
If you haven’t considered a move to the cloud before, now’s a great time to start! Contact us today at https://www.univergeblue.com/get-in-touch to find out how reliable, affordable, and easy to use UNIVERGE BLUE® CONNECT can be.
Slides I used for my Presentation "Why Buy the Cow?" presented at the miniCAST El Paso conference Sept 27, 2014. I look at several common OER resources and a few you may not know exist.
‘Communications & Collaboration Technologies’ as Strategic Imperative for Ent...IJERA Editor
With an aim to increase productivity and satisfaction, CIOs across the globe are scaling up their investments in advanced communications & collaboration technologies. The need to communicate with customers and employees irrespective of time and place is further driving the development of disruptive communications & collaboration technologies. The evolution of new and affordable communications & collaboration solutions such as IP PBX and web conferencing has led to a decline in the adoption of traditional audio and video conferencing solutions. Enterprises are opting for flexible solutions that also offer additional features at lower prices compared to traditional conferencing solutions
Where is VoIP Heading with Emerging TechnologyBankai Group
Over the last two decades, the global VoIP market has grown at an exponential rate. The industry displays no signs of decelerating, thanks to ongoing technological advancements, government support, and business adoption. If you have to discover more about how wholesale VoIP termination rates can help your business save money, Bankai Group is present here to serve you with the best possible rates.
Next Generation Service Platforms Review 2014Alan Quayle
Review of the Next Generation Service Platforms event brings together 3 events: Telecom APIs, Web Real-Time Communications & Legacy Networks Evolution.
Weblog http://alanquayle.com/2014/07/ngsp-review-art-possible-mantra-self-defeat/
ITF 11103-INFORMATION TECHNOLOGY AND Its APPLICATION
COMMUNICATION (Group 1)
NAME OF MEMBERS :
NUR ATIRAH BT AGU SALIM 043109
PUTERI NAIEMAH BT MEGAT ABU SAMAH 044352
NOR AFIQAH BT ISMAIL 044057
SITI NUR SUHAILAH NASUHA BT KHAIRUL PATAH 044627
SITI NURHAZATULAZREEN BT HAMDAN 044128
Online Video Collaboration for Manufacturing Industry - Summary ReportAbhizar Bootwala
Large companies with project teams spread over several countries and multiple time zones are increasingly turning to videoconferencing to connect geographically dispersed groups. Companies are realizing that flying employees from one location to the next not only chalks up travel costs, but also decreases productivity and leads to team exhaustion.
Of course, videoconferencing isn’t a complete replacement for face-to-face meetings. Companies that are leading the way in videoconferencing report those periodic in-person visits are still necessary and they caution that videoconferencing is most effective if team members already have an existing relationship. There’s no doubt personal videoconferencing tools can enhance remote employees’ communication and productivity. Video ties together disparate and often isolated workers by letting physical, visual nuances shine through.
Top 10 VoIP Trends Powering Communications in 2023Bankai Group
The VoIP market has significantly revolutionized communication over the last 20 years. However, businesses must prepare themselves with the latest wholesale VoIP termination services to harness the power of new-age communications.
"The times, they are 'a changing."
David Maldow, Founder and CEO of Let's Do Video does a deep dive in a new white paper on how cloud-based video conferencing addresses the evolving needs of today's video savvy business environment.
Introduction to Indian Financial System ()Avanish Goel
The financial system of a country is an important tool for economic development of the country, as it helps in creation of wealth by linking savings with investments.
It facilitates the flow of funds form the households (savers) to business firms (investors) to aid in wealth creation and development of both the parties
what is the best method to sell pi coins in 2024DOT TECH
The best way to sell your pi coins safely is trading with an exchange..but since pi is not launched in any exchange, and second option is through a VERIFIED pi merchant.
Who is a pi merchant?
A pi merchant is someone who buys pi coins from miners and pioneers and resell them to Investors looking forward to hold massive amounts before mainnet launch in 2026.
I will leave the telegram contact of my personal pi merchant to trade pi coins with.
@Pi_vendor_247
Resume
• Real GDP growth slowed down due to problems with access to electricity caused by the destruction of manoeuvrable electricity generation by Russian drones and missiles.
• Exports and imports continued growing due to better logistics through the Ukrainian sea corridor and road. Polish farmers and drivers stopped blocking borders at the end of April.
• In April, both the Tax and Customs Services over-executed the revenue plan. Moreover, the NBU transferred twice the planned profit to the budget.
• The European side approved the Ukraine Plan, which the government adopted to determine indicators for the Ukraine Facility. That approval will allow Ukraine to receive a EUR 1.9 bn loan from the EU in May. At the same time, the EU provided Ukraine with a EUR 1.5 bn loan in April, as the government fulfilled five indicators under the Ukraine Plan.
• The USA has finally approved an aid package for Ukraine, which includes USD 7.8 bn of budget support; however, the conditions and timing of the assistance are still unknown.
• As in March, annual consumer inflation amounted to 3.2% yoy in April.
• At the April monetary policy meeting, the NBU again reduced the key policy rate from 14.5% to 13.5% per annum.
• Over the past four weeks, the hryvnia exchange rate has stabilized in the UAH 39-40 per USD range.
Latino Buying Power - May 2024 Presentation for Latino CaucusDanay Escanaverino
Unlock the potential of Latino Buying Power with this in-depth SlideShare presentation. Explore how the Latino consumer market is transforming the American economy, driven by their significant buying power, entrepreneurial contributions, and growing influence across various sectors.
**Key Sections Covered:**
1. **Economic Impact:** Understand the profound economic impact of Latino consumers on the U.S. economy. Discover how their increasing purchasing power is fueling growth in key industries and contributing to national economic prosperity.
2. **Buying Power:** Dive into detailed analyses of Latino buying power, including its growth trends, key drivers, and projections for the future. Learn how this influential group’s spending habits are shaping market dynamics and creating opportunities for businesses.
3. **Entrepreneurial Contributions:** Explore the entrepreneurial spirit within the Latino community. Examine how Latino-owned businesses are thriving and contributing to job creation, innovation, and economic diversification.
4. **Workforce Statistics:** Gain insights into the role of Latino workers in the American labor market. Review statistics on employment rates, occupational distribution, and the economic contributions of Latino professionals across various industries.
5. **Media Consumption:** Understand the media consumption habits of Latino audiences. Discover their preferences for digital platforms, television, radio, and social media. Learn how these consumption patterns are influencing advertising strategies and media content.
6. **Education:** Examine the educational achievements and challenges within the Latino community. Review statistics on enrollment, graduation rates, and fields of study. Understand the implications of education on economic mobility and workforce readiness.
7. **Home Ownership:** Explore trends in Latino home ownership. Understand the factors driving home buying decisions, the challenges faced by Latino homeowners, and the impact of home ownership on community stability and economic growth.
This SlideShare provides valuable insights for marketers, business owners, policymakers, and anyone interested in the economic influence of the Latino community. By understanding the various facets of Latino buying power, you can effectively engage with this dynamic and growing market segment.
Equip yourself with the knowledge to leverage Latino buying power, tap into their entrepreneurial spirit, and connect with their unique cultural and consumer preferences. Drive your business success by embracing the economic potential of Latino consumers.
**Keywords:** Latino buying power, economic impact, entrepreneurial contributions, workforce statistics, media consumption, education, home ownership, Latino market, Hispanic buying power, Latino purchasing power.
Even tho Pi network is not listed on any exchange yet.
Buying/Selling or investing in pi network coins is highly possible through the help of vendors. You can buy from vendors[ buy directly from the pi network miners and resell it]. I will leave the telegram contact of my personal vendor.
@Pi_vendor_247
how can i use my minded pi coins I need some funds.DOT TECH
If you are interested in selling your pi coins, i have a verified pi merchant, who buys pi coins and resell them to exchanges looking forward to hold till mainnet launch.
Because the core team has announced that pi network will not be doing any pre-sale. The only way exchanges like huobi, bitmart and hotbit can get pi is by buying from miners.
Now a merchant stands in between these exchanges and the miners. As a link to make transactions smooth. Because right now in the enclosed mainnet you can't sell pi coins your self. You need the help of a merchant,
i will leave the telegram contact of my personal pi merchant below. 👇 I and my friends has traded more than 3000pi coins with him successfully.
@Pi_vendor_247
USDA Loans in California: A Comprehensive Overview.pptxmarketing367770
USDA Loans in California: A Comprehensive Overview
If you're dreaming of owning a home in California's rural or suburban areas, a USDA loan might be the perfect solution. The U.S. Department of Agriculture (USDA) offers these loans to help low-to-moderate-income individuals and families achieve homeownership.
Key Features of USDA Loans:
Zero Down Payment: USDA loans require no down payment, making homeownership more accessible.
Competitive Interest Rates: These loans often come with lower interest rates compared to conventional loans.
Flexible Credit Requirements: USDA loans have more lenient credit score requirements, helping those with less-than-perfect credit.
Guaranteed Loan Program: The USDA guarantees a portion of the loan, reducing risk for lenders and expanding borrowing options.
Eligibility Criteria:
Location: The property must be located in a USDA-designated rural or suburban area. Many areas in California qualify.
Income Limits: Applicants must meet income guidelines, which vary by region and household size.
Primary Residence: The home must be used as the borrower's primary residence.
Application Process:
Find a USDA-Approved Lender: Not all lenders offer USDA loans, so it's essential to choose one approved by the USDA.
Pre-Qualification: Determine your eligibility and the amount you can borrow.
Property Search: Look for properties in eligible rural or suburban areas.
Loan Application: Submit your application, including financial and personal information.
Processing and Approval: The lender and USDA will review your application. If approved, you can proceed to closing.
USDA loans are an excellent option for those looking to buy a home in California's rural and suburban areas. With no down payment and flexible requirements, these loans make homeownership more attainable for many families. Explore your eligibility today and take the first step toward owning your dream home.
when will pi network coin be available on crypto exchange.DOT TECH
There is no set date for when Pi coins will enter the market.
However, the developers are working hard to get them released as soon as possible.
Once they are available, users will be able to exchange other cryptocurrencies for Pi coins on designated exchanges.
But for now the only way to sell your pi coins is through verified pi vendor.
Here is the telegram contact of my personal pi vendor
@Pi_vendor_247
how to swap pi coins to foreign currency withdrawable.DOT TECH
As of my last update, Pi is still in the testing phase and is not tradable on any exchanges.
However, Pi Network has announced plans to launch its Testnet and Mainnet in the future, which may include listing Pi on exchanges.
The current method for selling pi coins involves exchanging them with a pi vendor who purchases pi coins for investment reasons.
If you want to sell your pi coins, reach out to a pi vendor and sell them to anyone looking to sell pi coins from any country around the globe.
Below is the contact information for my personal pi vendor.
Telegram: @Pi_vendor_247
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Turin Startup Ecosystem 2024 - Ricerca sulle Startup e il Sistema dell'Innov...Quotidiano Piemontese
Turin Startup Ecosystem 2024
Una ricerca de il Club degli Investitori, in collaborazione con ToTeM Torino Tech Map e con il supporto della ESCP Business School e di Growth Capital
NO1 Uk Black Magic Specialist Expert In Sahiwal, Okara, Hafizabad, Mandi Bah...Amil Baba Dawood bangali
Contact with Dawood Bhai Just call on +92322-6382012 and we'll help you. We'll solve all your problems within 12 to 24 hours and with 101% guarantee and with astrology systematic. If you want to take any personal or professional advice then also you can call us on +92322-6382012 , ONLINE LOVE PROBLEM & Other all types of Daily Life Problem's.Then CALL or WHATSAPP us on +92322-6382012 and Get all these problems solutions here by Amil Baba DAWOOD BANGALI
#vashikaranspecialist #astrologer #palmistry #amliyaat #taweez #manpasandshadi #horoscope #spiritual #lovelife #lovespell #marriagespell#aamilbabainpakistan #amilbabainkarachi #powerfullblackmagicspell #kalajadumantarspecialist #realamilbaba #AmilbabainPakistan #astrologerincanada #astrologerindubai #lovespellsmaster #kalajaduspecialist #lovespellsthatwork #aamilbabainlahore#blackmagicformarriage #aamilbaba #kalajadu #kalailam #taweez #wazifaexpert #jadumantar #vashikaranspecialist #astrologer #palmistry #amliyaat #taweez #manpasandshadi #horoscope #spiritual #lovelife #lovespell #marriagespell#aamilbabainpakistan #amilbabainkarachi #powerfullblackmagicspell #kalajadumantarspecialist #realamilbaba #AmilbabainPakistan #astrologerincanada #astrologerindubai #lovespellsmaster #kalajaduspecialist #lovespellsthatwork #aamilbabainlahore #blackmagicforlove #blackmagicformarriage #aamilbaba #kalajadu #kalailam #taweez #wazifaexpert #jadumantar #vashikaranspecialist #astrologer #palmistry #amliyaat #taweez #manpasandshadi #horoscope #spiritual #lovelife #lovespell #marriagespell#aamilbabainpakistan #amilbabainkarachi #powerfullblackmagicspell #kalajadumantarspecialist #realamilbaba #AmilbabainPakistan #astrologerincanada #astrologerindubai #lovespellsmaster #kalajaduspecialist #lovespellsthatwork #aamilbabainlahore #Amilbabainuk #amilbabainspain #amilbabaindubai #Amilbabainnorway #amilbabainkrachi #amilbabainlahore #amilbabaingujranwalan #amilbabainislamabad
If you are looking for a pi coin investor. Then look no further because I have the right one he is a pi vendor (he buy and resell to whales in China). I met him on a crypto conference and ever since I and my friends have sold more than 10k pi coins to him And he bought all and still want more. I will drop his telegram handle below just send him a message.
@Pi_vendor_247
What website can I sell pi coins securely.DOT TECH
Currently there are no website or exchange that allow buying or selling of pi coins..
But you can still easily sell pi coins, by reselling it to exchanges/crypto whales interested in holding thousands of pi coins before the mainnet launch.
Who is a pi merchant?
A pi merchant is someone who buys pi coins from miners and resell to these crypto whales and holders of pi..
This is because pi network is not doing any pre-sale. The only way exchanges can get pi is by buying from miners and pi merchants stands in between the miners and the exchanges.
How can I sell my pi coins?
Selling pi coins is really easy, but first you need to migrate to mainnet wallet before you can do that. I will leave the telegram contact of my personal pi merchant to trade with.
Tele-gram.
@Pi_vendor_247
1. VIDEO CALLING AND THE FUTURE OF CONTACT CENTER BPO ENTERPRISE CHALLENGES AND SOLUTIONS TO DEPLOYING A VIDEO PLATFORM IN A CONTACT CENTER ENVIRONMENT
2. A CHANGING MARKET Technology has exploded in recent years making video call capabilities widespread. High-speed Broadband, Fiber Optic Networks and 3G and 4G mobile speeds have made real-time video calling possible. Consumers are embracing the technology and many businesses are using it internally. The call center industry and specifically BPO providers must respond to this call to action. 4G
3. VIDEO ENABLED PHONES Apple sold over 20 million iPhone 4 units in Q3 2011 (ending 6/25/11) iPhone 4 has FaceTime – a real-time video chat application iPhone 4 is also compatible with Skype and other video chat applications Google launched Google Talk video conferencing for Android phones on April 28, 2011
4. WEB BASED VIDEO CALL APPLICATIONS Skype filed papers with the SEC claiming 663 million registered users at the end of 2010 Oovoo claims 10 million registered users with growth of more than 600,000 users per month Both Mac and PC come with pre-installed video chat software
5. ARE WE READY TO RESPOND? There are some significant obstacles to integrating video call/chat into a traditional call center environment TRAINING – Agents will need to be retrained on software and visual queues that will be read positively by customers LEGAL – FDCPA, TCPA and other laws haven’t caught up substantively with the latest generation of technology TECHNICAL – Traditional contact center software isn’t designed to handle video contact Many competing incompatible providers Inconsistent user identification models make outbound routing difficult – How do you route contacts using “handles”? COST – Purchase of new hardware and software can be a considerable expenditure
6. WHAT ARE THE BENEFITS? While the initial cost to deploy a video enabled contact center may be great, there are advantages that could offset the costs
7. HOW CAN WE BEGIN TO RESPOND? Interactive Video and Voice Response (IVVR)Technology appears to be moving in two directions Use the old with the new - Technology exists to split the audio and video of a call so that the audio can be passed through an ACD to an agent’s phone while the video is passed to the corresponding PC terminal Deploy as a stand-alone application, abandon legacy systems and start with a complete new workflow process
8. UNTESTED WATERS Businesses have not yet embraced video call/conferencing as a means to reach customers on a large scale Verizon – Opened a video call center for deaf and hearing impaired customers staffed by agents fluent in American Sign Language. Eliminates the need for TTY relay Improves perception due to customers’ ability to be assisted in preferred language
9. HOW DOES THIS IMPACT BPO? As our customers begin to embrace the new technology, they will expect us to be able to accommodate them as well Overflow contact handling Direct transfers Outbound Being at the cutting edge of this trend may present opportunities for growth and industry leadership
10. WHAT’S NEXT? Social Media is beginning to offer video chat solutions too. Facebook offers one-on-one video chat via Skype that could be expanded Google+ is in beta-testing. Michael Dell, CEO of Dell Computers is a big fan of the “Hangouts” video conferencing function and thinks it can be leveraged for customer service and tech support. “I am thinking about hangouts for business. Would you like to be able to connect with your Dell service and sale teams via video directly from Dell.com?” – Michael Dell on his Google+ profile
11. WHERE DO WE GO FROM HERE? As this exciting new technology unfolds, it will be important to stay at the forefront. Consumers and businesses are embracing the new technology, and we need to be ready to respond along with our customers as demand grows.
Editor's Notes
Who here has used Skype to keep in touch with someone? I use it to call my parents so they can see their grandkids and my brother used it when he was deployed in Iraq to stay in contact with his family. The basic service doesn’t cost anything.
Is anyone else here as addicted to your smart-phone as I am?
Both Skype and Oovoo have both consumer versions starting at free and business versions. They offer some pretty sophisticated calling options that quite frankly are much more robust and useful than a plain old land line, or cell phone. Even some email functions can be accomplished better through their offerings.
Training issues – Training on the software will be easy. The difficulty will be in training them to manage their appearance. Body language will need to be taughtEliminating unwanted visual queues such as eye rolling, shrugging etc.Draw parallel to silent movies vs. talkiesLegal IssuesFor example – First you have to get them to accept chat/calls from you, so you have to request contact – How do you do that without disclosing?FDCPA prohibits calls at times before 8am or after 9pm, but outbound chat can only occur if both parties are logged on. So in theory, if you see a debtor is online and listed as available at 10pm their time, could that be an exception to the call times? Technical – Even if the contact software exists to route inbound and outbound based on handles, collection and customer service systems will need to be re-programmed
You cannot underestimate the value of being able to look someone in the eye when you are trying to assist the with an issue. The opposite must be mitigated as well. The possibility exists for misunderstandings based on misread visual queues.Ease of Use – Imaging clicking to contact your phone company regarding a billing dispute from your PC. Before entering the call queue, you click on a series of menus. This takes only seconds, rather than listening to a long list of menu options, or shouting repeatedly at the voice recognition system that keeps misunderstanding you.Improved efficiency – I could imagine software designed to monitor the status of thousands of Skype users and transferring to a live agent to attempt contact when their status goes from offline to online or from unavailable to ready. Another efficiency, and a legal protection in third party could be the use of facial recognition software to confirm the identity of a person to avoid 3rd party disclosure or collector error.
For most companies currently using regular text, an integrated widget acts as the portal to the contact queue. Video call/chat could be built on top of the current capability.
As with our current call flow capabilities, the divide between our clients and us must be transparent to their customers.
