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市場調查報告書
視訊客服中心的影響要素與實例研究
Video Contact Centers
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本報告已在2011年07月19日停止出版。
現在是企業追求 100％ 顧客滿意度的時代，客服中心往往是多數消費者接觸企業的第一道窗口，強化顧客關係的企業在鞏固顧客與獲得忠誠度上正漸漸收得效果。而在 3G 電信與 IP 網路的普及下，視訊客服中心漸漸受到矚目。
擅長多領域市調分析的英國專業公司 Datamonitor Corporation（總公司：倫敦），調查分析了視訊客服中心後，出版了一本綜合報告書 “Video Contact Centers”。
報告書內容包括：對應用視訊客服中心感興趣的業界、視訊客服中心面對的主要課題、支撐視訊客服中心的技術、實例研究等等，內容綱要摘記如下：
為何選擇視訊客服中心
視訊客服中心的實現要素
普及相關阻礙要素
- 理解度問題
- 針對各種案件的工具
- 未掌握消費者的通話成本
- 身為終端用戶的客服中心供應商的成本
總論
視訊客服中心的活用範例
- Vodafone Portugal
- 英國聽障者協會
附錄
Abstract
Overview
Introduction
In an era when a company strives for 100% customer satisfaction, the contact
center has become the first port of call for many consumers. Organizations
enhancing its customer relationship are rewarded with retention and loyalty.
Video-calling, whilst not a new concept, is starting to become more in vogue;
the growth in 3G telephony and in IP networks have aided in this development.
Scope
- Two case studies illustrating video contact centers in practice.
- Technological advancements in network architecture, such as SIP and IMS,
aid video contact center capabilities.
Report Highlights
While vendors are keen to publicize how a video contact center can enrich an
end-users customer relationship, the early video contact centers in the late
1990s did not make an impact, with latency being the main issue. The video
contact centers of the 21st century in contrast make use of SIP and IP
providing a smoother customer experience.
Reasons to Purchase
- Learn which industry verticals are attracted to video contact centers and
why.
- Understand the main challenges and drivers to videocontact centers.
Table of Contents
- WHY VIDEO CONTACT CENTERS
- Reasons for Video contact centers
- Who is likely to purchase video contact centers?
- Mobile Communications
- Healthcare
- Public sector
- VIDEO CONTACT CENTER ENABLERS
- BARRIERS TO UPTAKE
- Is it all in the mind?
- Gadgets for every occasion
- Hidden call costs for the consumer
- Costs for the end-user contact center provider
- CONCLUSION
- EXAMPLES OF VIDEO CC USE
- Vodafone Portugal
- UK deaf society
- APPENDIX
- Future readings
- SPP writing team
- How to contact experts in your industry
- List of Figures
- Figure 1: IMS and SIP high level architecture
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