Last time, I wrote about mobile video and whether it had a place in the enterprise application space. Yes! To continue that thought, think about some of the applications that might be possible. 

 

Mobile banking is gaining in popularity. If you can look at a menu and see the choices - how much money to do you have in savings, how much do you have in checking, do you need to move money into checking to cover a check you just wrote - it would be so much easier and faster to see all that on a screen and then make whatever decision you needed to make. The bank wouldn't have to use an agent to do all that and it would enhance the whole self-service aspect of the IVR.

 

Or think about the insurance industry. If you could take pictures of a damaged house or car, and email them in or MMS them into the insurance company, it would certainly speed the process. 

 

Speech portals were the rage at one time. They have now become pretty well integrated into a contact center.   The next step will be to put videos into the contact center - video portals if you ask me will proliferate and then like speech, the technologies will allow full integration. But video portals again would be a business application. 

 

My point is that when people hear video and the enterprise, they automatically think of your CEO sending a streamed video message that you have to listen to. Just remember that there are many access points to an IVR or a contact center, and increasingly these access points are mobile devices. And these mobile devices are video capable. Your enterprise application also needs to be video capable to confidently address these inquiries.