CONTACT CENTER CORNER: RADVISION Adds Video to Cisco Contact Center

RADVISION is providing integrated voice communications for Cisco's Unified Customer Voice Portal (CVP).

With the new solution, RADVISION's SCORPIA Integrated Video Platform (IVP) and iCONTACT content center video-enabling software component provide Cisco's CVP with the capability for video interactions, including self-service, queuing, and agents.

Video enabling the call center provides a number of features and benefits, including video menus for a more intuitive caller experience, video self-service with prerecorded or live videos, video queuing (think videos instead of music on hold), and video agent support allowing agents to push additional pre-recorded or live video content to callers. Support is provided for 3G video-enabled mobile devices and video kiosks for broad user access and reach.

Video support for the call center might sound a little "out there," but it ties in nicely with Cisco's ongoing theme/push of visual networking and video becoming ubiquitous.  Dialogic has also touted the potential for bringing video into the IVR and call center environments, so it's not just Cisco that's promoting the concept.

For more:
- RADVISION release on video-enabling Cisco Contact Center

Related articles:
Dialogic goes video hog wild
Comcast buys Plaxo for ... video?