Mobile Video and Enterprise Communications are Not Oxymoronic

Jim Machi : Industry Insight
Jim Machi

Mobile Video and Enterprise Communications are Not Oxymoronic

I still feel amazed when some people don't get that video will be an important medium in enterprise communications. When they hear someone from Dialogic talk about mobile video, they automatically associate that with a service provider business. Think about it - is Blackberry an enterprise application or not? I remember when the Blackberry forced thousands of CIOs and IT directors to just deal with it, because the CEO loved having a portable device on which to get email. And now it's fairly ubiquitious.
So why is that any different from mobile video having an impact on the enterprise? More people are now, or will soon be, accessing the internet from a mobile device. It's natural that IVRs will need to add video - the devices can deal with it, and it can improve the user experience. If you can see the menu, instead of just hearing the menus choice, it would make the experience easier and faster. Clear ROI for the contact center.
Take an example of checking your seat on a flight with your PDA. If you could see the picture below, you could easily determine if you wanted to move your seat. Thanks to technology such as this, you'll no longer have to call in and talk to an agent, be put on hold for 10 minutes, and then in the end, just keep the same seat.


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