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Avaya Labs Research  Interactive Voice and Video Response
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Interactive Voice and Video Response
Video phones have been offered to the market on and off again for decades.  Making a video call and seeing a far-away person during a call adds to the experience particularly when you have a relationship with that person—as a family member, as a trusted teller at a bank, or as your private attorney.  However, when you call a business such as an airline, a retail store, or a credit card company, the relationship you have with the agent who takes the call is fleeting at best. 
 
On these calls, it may be more useful to see a menu of choices if dealing with an IVR system, or if talking to an agent you may want to see the product you want to buy instead of the agent.  Having a system show product options, flight schedules, or bank balances while speaking with an agent could make the conversation more productive and thus more efficient.  Our current Interactive Voice and Video Response project is creating such a system to display via the video channel useful displays for customers to see while interacting with self service systems or live agents.




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