Abstract
In this paper we present a research project which will be finished with a pilot implementation. In case of this research project we aim to establish customer consulting and support using videoconferencing systems with the ITU-standard H.323 by integrating such systems generally in information and distribution services via internet. With providing such an additional consulting service the company can increase the benefit for the customers in order to achieve a competitive advantage to other competitors.
In principle a video-based consultations solution can compare with common telephone call centre systems. The specifics of an internet-based application with videoconferencing are that special security mechanisms against manipulations are needed, that users with different terminals matching the H.323 standard can participate in a consultation and that the consultation should be a part of an information and distribution system.
The introduced concept will be used for the realisation of a pilot solution as part of the research project called “Intermobil Region Dresden”. In this project a teleservice system is developed, which includes information-, distribution and service-functions to support the public and individual transportation systems. The support function of the teleservice is represented by the video-based consulting using common videoconferencing tools matching the H.323 standard. The video-based consultation should help the users with questions and problems with the information and distribution system.
The updated original online version for this book can be found at DOI: 10.1007/978-0-387-35604-4_20
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© 2002 IFIP International Federation for Information Processing
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Zschuckelt, U., Braun, I., Schill, A. (2002). Video-Based Customer Consulting via Internet Using Videoconferencing Standard H.323. In: Traunmüller, R. (eds) Information Systems. IFIP WCC TC8 2002. IFIP — The International Federation for Information Processing, vol 95. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-35604-4_11
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DOI: https://doi.org/10.1007/978-0-387-35604-4_11
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