Call Centers Get a 3G Video Link to Customers
Japan's Oki Electric Industry has announced its development of "Visual Contact Center," a demonstration system using the videophone function on 3G mobile phones to enable video calling between customers and call center staff.
"This is Japan's first contact center system to utilize NTT DoCoMo's FOMA Videophone. With this system, communication with video and pictures can be conducted, which will release the stress and frustration many people experience when calling voice-only contact centers. Thus, we believe it can deepen the relationship between companies and its customers," said Katsuyoshi Koide, President of Multimedia Messaging Company at Oki Electric. "Going forward, Oki will actively deploy sales activities for the commercialization of Visual Contact Center."
Visual Contact Center connects Oki's contact center system "CTstage 4i" with NTT DoCoMo's 3G mobile phone, FOMA network through NEC's video solution 3Gvirdnet. By utilizing broadband, this system enables abundant communication by combining voice, video and pictures, which strengthens the core communication between companies and their customers.
Vodafone Portugal launched a similar service earlier this year, using locally developed solutions."
Posted to the site on 28th July 2005
