Call Center and CRM Best Practices

Cisco sees “focused” video for customer care, where the video elements are engaged in the call flow only when they truly provide demonstrable value a new trend. For example, self-service sessions might best be supported with audio-only interactive-voice-response (IVR) systems or applications on intelligent devices that then escalate to video interactions when a customer service representative becomes available. 

A customer care representative can save time by showing a caller how to do something, rather than by just describing it. And video lets the caller display information to the representative - such as damage from an auto accident shown through a mobile device.