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iContact – Video contact centers


iCONTACT is a call center-focused software package that enables integrators and contact center equipment vendors to easily develop, implement and add visual communication enhancements to new or existing contact center offerings.

iCONTACT runs on top of RADVISION’s Scopia IVP general purpose media server serving as an integration point to other vendors’ contact centers offering the full power of IVP media processing while simplifying and abstracting all media server complexities from the contact center logic. This allows for simple, yet powerful enhancements of any contact center, offering unique product and revenue generating video capabilities.

Leveraging RADVISION’s Scopia IVP’s ubiquitous network connectivity, iCONTACT enables multiple video-enabled customer touch points, including video-enabled mobile devices through 3G wireless networks, PC and web-embedded soft video clients, video phones and video kiosks; all serving to expand customer reach and contact center accessibility.

 

iContact Video Contact Center value proposition

  • Enhance and personalize services
  • Video-enabling a contact center promotes customer loyalty and “service stickiness”
  • More effective sales services—look into the eye of the customer
  • Increased efficiency and availability – show text over video while person is on hold for an agent; e.g. “You are number 2 in the queue. Thank you for holding”
  • Enhance Self-service - ability to view video clips
  • Specialized services for vertical applications
  • Use the queue - target advertising with video clips
  • Provide Video services to remote branches and allow premium personalized service without the need to employ local specialists
  • Differentiate and position yourself as a visionary - be ahead of the competition

iCONTACTTM Features
  •  Video Menus Customers can easily navigate self-service menus, presented either as pre-recorded or live video clips, or slides; providing a user-friendly experience that is faster and more efficient than an audio-only system while cutting service provider operational expenses.
  • Video Queuing allows the contact center to push relevant information or advertising to callers while queuing for an agent, offering them a more educational, productive and enjoyable experience.
  • Video Agent One-way (agent with camera to a customer without camera) or two-way (customer and agent both with cameras) video sessions offer customers a more personal service experience and can enable “show-me” and other collaborative experiences not possible with audio alone.
  • Video Consultation Transfer to supervisor for escalation as required for customer service.
  • Video Push Agents can select relevant/session context-based videos to be played to the caller resulting in a more productive and enjoyable customer service experience. The customer can view agent’s video and video pushed out to customer by the agent in a split screen or Picture-In-Picture (PIP) configuration.
  • Video Recording Sessions can be recorded for retrieval or legal record retention purposes.
iCONTACTTM Operator benefits:

  • More effective personalized sales service
  • Increased efficiency and availability
  • Enhanced self-service
  • Leverage the queue
  • Differentiation from the competition

iCONTACTTM Subscriber benefits:

  • Receive a high level of service with the ability to view necessary information for a more effective contact session
  • Enjoy video while waiting for a contact center agent
  • Benefit from a more effective, personalized face-to-face service
iCONTACTTM Specifications

Supported Protocols

  • SIP
  • H.323
  • RTSP
  • Mobile 3G-324M support with SCOPIA 3G Video Gateway
  • ISDN ITU-T H.320 protocol support with GW-P20

Enhanced Video Support

  • H.263
  • H.264
  • MPEG4
  • Mixing of video streams to multiple screen layouts for continuous presence of active conference participants and live portals
  • Adding participants information and options for the user using dynamic text on screen

Enhanced Audio Support:

  • AMR
  • G.711
  • G.723.1
  • G.729
  • AAC-LC support for content that is streamed into the conference

Load Balancing and Redundancy

  • N + 1 redundant architecture
  • Active-Standby functionality

Quality of Service (QoS)

  • Configurable IP TOS bits for setting any desired IP class of service
  • DiffServ Code Point (DSCP)
  • Configurable IP code that can give precedence to coded media packets facilitating routing priority on the IP network

Management

  • Web-based monitoring, administration, configuration and alarm handling
  • SNMP support
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