Video in the Contact Center: A Solution Looking for a Market and Finding Modest Niches
IT Connection Blog by Ken LandolineSummary Bullets: · Video applications are flooding the marketplace, making large gains in mindshare if not market share. The technology has become better, simpler to implement and manage, and less costly to maintain. · Despite the popularity and growth of video in general, video conferencing penetration of the contact center has been minimal at best. Implementation of the technology remains limited to niche segments of the customer care/helpdesk marketplace. It seems video conferencing technology is infiltrating just about everything we do