With the increasing use of 3G video phones and PC-based Internet video calling, it is now feasible and practical for call centers to support live video communication in addition to their audio services. When used for providing Helpdesk support, for example, video communication can dramatically improve the time it takes to solve problems, save resources, and increase customer satisfaction. The use of video call centers can often replace the need for on-site support.

iPoint-media supports a number of different types of video call center solutions. These solutions are created using the capabilities of the Vitrage VIC module and can be enhanced with the integration of other from other Vitrage modules.

The need for Video Banking services have evolved as a result of the extremely competitive nature of the banking industry. Banks would like to offer their VIP clients with premium, personalized services that allows them to interact in one-on-one video calls with their bank representative from wherever they are. Banks would also like to take advantage of the latest in mobile technology to offer differentiating services, such as allowing their clients to view account information, performing banking transactions, or access premium portals containing financial information and analyses directly from their mobile phones.

iPoint-media provides banks and financial institutions with the means to offer a range of Video Banking services. Utilizing MiVR menus, banks can create financial video access sites that allow callers to access general or specific information, as well as view video clips covering news or market analysis.

Banks and financial institutions can also provide private, one-on-one, banking services to clients wherever they are. By using Vitrage ViC, a complete video interaction center solution, inbound and/or outbound video calls can be performed by a dedicated representative. During the call session, the representative can choose to display video clips and other multimedia files. Utilizing Vitrage O2m, a representative can also conduct video calls with multiple clients at the same time in order to provide general news or offer multi-party consultations.

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Help Desks

Video Help Desks can improve the way customers are able to describe their problem and receive solutions to a variety of problems requiring the assistant of a help desk agent. They can also reduce the amount of time these calls take and reduce the frustration often accompanying such calls.

A typical Video Help Desk call involves a customer placing a video call to the helpdesk and being answered by a video greeting. The customer can navigate through MiVR menus to select a support language, indicate the type problem or select the type of product. The user can view information or video clips explaining common problems, or request to interact with a live video agent.

Video Help Desks can save time by allowing customers to “show” their problem to an agent using their handset’s video camera and allowing the agent to “see” the caller’s problem. Common problems or requests can be answered by showing a video clip with detailed step-by-step instructions, during which time the agent can attend to other customers. After the clip is over, the agent can return to the customer to complete the support call as required. Agents can also share live screen shots from their PC screen, or send follow-up information and video clips to the caller via MMS.

Vitrage ViC provides a complete solution for video helpdesks. It can be implemented as a stand-alone video solution or integrated with the existing ACD and CRM systems. It can be implemented through a third-party services provider, as it supports a hosted/CENTREX model.

As tourists, we purchase information about the location we are visiting. This includes maps, hotel guides, restaurant guides, and much more. In addition, we usually visit tourist information centers to ask for directions and tips. Imagine if we could take this information center with us wherever we go.

iPoint-media’s Tourist Information Center service offers customers a personal mobile tourist information center. Using Vitrage ViC, a tourist can place a video call to the center at anytime, from anywhere. Utilizing MiVR menus, the tourist can navigate through a variety of available information, view video clips of famous attractions or request to speak with a live agent.

By , mobile operators and service providers can offer subscribers a new and exciting service – a personal mobile tourist information center

For example, a tourist could contact an agent for a recommendation on a local restaurant. Based on the callers location, the agent can provide a list of restaurants in the area, display their menus and even show video clips of their interiors. After selecting the desired restaurant, the agent can place the reservation and then provide additional tips for the caller on where to go after dinner. Follow-up information, such as the reservation confirmation or menus can be sent to the caller via SMS or MMS.