While speech technologies are widely used in many call/contact centers, video technology is rarely utilized today. With the increase in adoption of IPbased technologies in the contact center and the roll-out of 3G wireless networks, video is increasingly seen as a viable technology. This session discusses how organizations can combine video with the power of speech to expand, enrich, and improve the effectiveness with which they interact with their customers.

Avaya has enabled a PC or mobile device to make two-way voice and video calls to contact center speech systems and live agents through the use of Adobe Flash technology and SIP technology — and then support immediate desktop collaboration between agents and consumers using information provided to these automated voice and video self-service systems. This presentation demonstrates a series of use scenarios, including bank/financial, technical help desk, and a medical tourism/support.