A recent report from Aberdeen Group research analyst Hyoun Park compared the operations of companies that provide video conferencingsolutions to all employees with those of companies limiting video conferencing usage. The companies that allowed video conferencing throughout all operations of the business experienced more benefits from the technology, particularly in customer service, business-to-business sales and business-to-business marketing.
"To use video effectively, businesses cannot simply treat this technology as an executive or corporate communications tool," Park said. "Line-of-business departments throughout the enterprise can also benefit from the collaboration and immersive conversation that video conferencing can provide."
For example, the Internal Revenue Service is now offering electronic filing services during tax season that utilizes video conferencing services. An IRS spokesperson told Staten Island news source NY1 News that 79 percent of taxpayers filed electronically in 2011, and even more are expected to do so in 2012. Filing electronically reduces waste, lowers the error rate and increases convenience. The IRS is also using video conferencing to provide customer service to taxpayers with questions while filing online.
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