Abstract: A Video Multimedia Call Center (VMMCC) with multipoint access through a PBX (private branch exchange, also known as a switchboard) within an ACD (automatic call distribution) environment has both audio and video capabilities. The VMMCC extends traditional call center capabilities into the video and collaborative data domain. An organization using the VMMCC is able to provide a more personal and feature rich interface for both their customer service representatives and their end customers. Call center agents are able to communicate visually with customers at any location where the organization supports an endpoint. The agent and the customer have the added benefit of sharing data applications which provides the customer with a level of empowerment and understanding of the organization's operation that cannot be appreciated over a standard audio interface. Customers are able to see how their information is truly being represented by the agent.