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Video communication in Contact Center


Iván Sixto



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The increasing digitization of modern society pushes companies and their Contact Center to rethink different formats of communications with their customers or users. Telephone isn't just the preferred channel of digital natives and furthermore the general behavior of all users is changing rapidly due to the evolution of connectivity capabilities of channel. Therefore, contact centers must have an accelerated transformation in interactions that they have with their customers or users via Internet and any mobile device.

To enter the video "face to face" can raise the value of communication with customers and is applicable to multiple cases of business processes. Ivan will explain how to make a correct introduction of this channel in contact centers, relying on VoIP standards such as SIP, RTMP and WebRTC.


Iván Sixto is a partner and founder of several software companies communication. Currently, he is responsible for leading the strategy and business development IVRPowers. Ivan works in video communication projects for more than 10 years in important sectors such as Health, Insurance, Defense and Services.