www.h-care.it
The article is about the evolution of multi-channel communication through Video IVR, H-care’s capabilities on the 3G video call scenarios used by Fiat on their new Video Contact Center.
Read the full article by Nov 1, 2008
(…) in Europe and Asia, IVVR technology is more advanced because carriers there have adopted a standardized 3G network (…).
“What we are doing at H-Care is working on a platform which enables multichannel, self-service capability through the Web, mobile video calls, and multimedia messages,” Basso says. “Basically what we enable is to have a real-time, very high-quality face rendering based on a 3D model which would represent the brand’s customer care rep, and this…[creates] on-the-fly communication [that is] very personalized for every customer.” (…)
Using H-Care’s IVVR product, Fiat customers can access an online car configuration program to design a personalized car and book a test drive. The system will place an outbound call to remind them of the scheduled date, and can even call again after the test drive to deliver a customer satisfaction survey. (…)
“The component used in [H-care's platform] is called a ‘Face Engine,’ which allows for real-time, high-quality video creation, and it delivers a streaming version of the video useable for Web applications or a streaming version of the video useable for IVVR,” Basso says. “We bring to life a virtual character. Everything is done on the server. This Face Engine is capable of managing thousands of concurrent, different video renderings to serve a large customer base.” (…)
“H-Care is a leading company which supplies new multichannel solutions,” says Mauro Veglia, senior vice president of customer services at Fiat. “Fiat selected H-Care for piloting the H-care experience because of its technical excellence in graphical rendering solutions. H-Care’s platform is supporting a 3D server-side rendering suitable for streaming over Web, kiosk, and mobile channels, and backed with a single point authoring tool for process design and content management.”
Read the full article by Nov 1, 2008
