Nortel Networks showcases their Contact Centre 6.0 solution in a virtual banking environment on the Second Life platform.
A Second Life user represents a new modern era of web 2.0 customers that want to communicate with companies through email, instant messaging, SMS and virtual worlds.
Nortel’s technology works by picking up the presence of a new customer in the bank and alerting a Contact Center Agent. Using a virtual world as a new customer service channel, agents can then engage in communication with the user.
A role-playing machinima was produced to explain the scenario of the virtual bank and show the possibilities for future developments.