Gartner Research

Emerging Technology Analysis: Video Chat Will Redefine the Enterprise Support Experience

Published: 30 May 2013

ID: G00247559

Analyst(s): Christine Tenneson

Summary

Hardware and software support providers must consider when and how to use video chat with external customers as part of the overall enterprise-support experience.

Table Of Contents

Analysis

  • Benefits
  • Technology Description
    • History and Current State
    • Future State
  • Technology Adoption
    • Factors That Will Drive Adoption of Video Chat Support Services
    • Factors That Will Inhibit Adoption of Video Chat Support Services
  • Case Studies
    • Avaya
    • Cisco
  • Technology Impact
    • Actions for Hardware Support Providers in the Next Six to 18 Months
  • References

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