Some weeks ago, CRM magazine asked for an article on video-enabled call centers. This idea is a bit futuristic for the US market, but such call centers are actually showing up in Asia and the EU, at least experimentally.
Think of calling a help line and being asked to point your video telephony handset at the control panel of the appliance that's causing problems. That's becoming possible in some Asian and EU markets where most 3G handsets support video telephony and 3G penetration is well over 50% (and much higher in Japan).
In any event the article,
Video-enabled call centers will change the company-customer relationship