W3C Video on the Web Workshop
Dec 12-13, 2007, San Jose, CA--USA
Individual Position Paper
Author: Jeffrey Campbell, Product Manager for Video Applications, Customer Contact Business Unit, Cisco Systems, Inc.
Abstract: This position paper discusses example user scenarios and requirements for video on the web, as necessitated by self-service and contact center applications.
Disclaimer: This position paper represents the views of the author alone, and does not represent any official position or product development strategy on the part of Cisco Systems, Inc.
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1. Background: A typical self-service/contact-center scenario today involves a user placing a call into an audio-based self-service system (often called an Interactive Voice Response system, or IVR). The caller interacts with the IVR by listening to audio prompts, making menu selections via DTMF or speech, and listening to pre-recorded or synthesized text-to-speech audio responses. The caller usually has the ability to request live assistance by having their call transferred to a contact center agent.
2. Premise: Web-based video is an enabling technology that can dramatically transform and enrich user interactions with IP-based self-service applications and enterprise contact centers by improving the speed and effectiveness with which information can be conveyed to the caller. Instead of waiting for their IVR menu choices to be played as audible prompts (which are often forgotten) callers to video-enabled self-service systems can see all their menu choices at a glance. Rather than struggling to understand a recorded or live audio description of how to perform a task, the caller can see how it should be done via pre-recorded movie clips or live agent demonstration (imagine trying to learn how to tie your shoelaces by listening to an audio description, as compared to seeing it done).
3. User Access: It is envisioned that users will access web-based, video-enabled self service systems and contact centers via various methods, including:
4. User Scenario: Regardless of the access method, users will typically progress through a common scenario for video-on-the-web self-service integrated with contact center.
5. Requirements: Self-service and contact center scenarios can introduce certain requirements and preferred approaches for video-on-the-web. Examples include:
6. Conclusion: While the user scenarios and requirements associated with self-service systems and contact centers are not necessarily unique to these applications, they nonetheless are important considerations in the development of a sound architectural foundation for video-on-the-web.