Vidyo, Hurricane Matthew and Telehealth: Training for Disaster Response


In the aftermath of Hurricane Matthew, which has devastated Haiti, it’s important to note the grassroots organizations that focus not just on relief and recovery, but also community and cultural sustainability. The Haiti Medical Education Project’s mission is to keep the best and brightest Haitian medical talent living and working Haiti, creating a continuous  braintrust that will put the country’s care in a better place for decades to come. We’ve donated our video technology to the project for several years to help them do so.

The Haiti Medical Education Project is a non-profit organization established by international healthcare providers, academics, and social activists after a major turning point for the country, the massive earthquake in 2010 that killed more than 100,000 people. Vidyo has helped Haiti train its doctors since that cataclysmic moment that changed the country forever. Through our video conferencing technology, Haitian medical students connect to physicians and medical educators around the globe, thus continuing their education – while remaining at home in their own country.

haitiblog300The historic 2010 earthquake, in one fell swoop, exposed Haiti’s dire need for highly-qualified medical doctors that are also well-trained in mass emergency situations that deal with entire populations. In Haiti, while plans for disaster response are laid out, implementing a system for delivering emergency care has not been so easy. It’s been a challenge for them to put repeatable medical processes in place throughout a fragmented nation. Hurricane Matthew has yet again challenged this nation in disaster response. How the state will coordinate with NGOs to normalize these systems is what the Haitian people want to see moving forward. Vidyo has become a key asset.

It is not only the day of Hurricane Matthew itself that has caused destruction, but its effect on the existing cholera epidemic in Haiti that is now going to get worse. There have already been 400 suspected cholera cases reported in the wake of Hurricane Matthew. What encompasses a system for disaster response is complex and different everywhere, and the Haiti Medical Education Project has little time to waste, which is how Vidyo has helped them stream critical lectures and lessons to hundreds of doctors across the country at the same time. They need to act fast, with little downtime to spare.

To act quickly and efficiently, the HME Project has built out five or six (sometimes up to eight) different lecture sites around the country, with anywhere from 100 – 150 medical students and professionals connecting remotely via Vidyo all at the same time to share their strategies and knowledge. The challenge is that they have to achieve this while operating under very low bandwidth conditions and bad networks. According to HME President Dr. Cruff Renard, the ability to connect to the lectures via mobile devices, with stability regardless of location, has recently been a gamechanger for the project.

Vidyo has worked with HME for six years, with evolving needs. The Haitian government and NGOs operating in the country have learned lessons in relief response from the 2010 earthquake. For example, PTSD psychological services will be essential for medical professionals to be aware of when treating patients going forward.

Initially, to do distance learning, HME struggled to find video technology that just worked. Regular electrical problems and unpredictable internet are made worse when disaster strikes. Vidyo has helped HME focus on their task at hand, not IT issues.

By conducting distance learning via Vidyo, more than 500 Haitians health care professionals (medical students, residents, nurses and practicing physicians) from five differents hospital and institutions have attended HME’s weekly lectures, and they expect the number of hospitals they partner with to double by next year. Additionally, over the last 18 months, HME – in partnership with Global CALS – has trained more than 100 Haitian nurses and physicians on basic emergency care delivery, using standardized evidence-based guidelines that have been adapted for a country with limited resources. According to Dr. Renard, using simple skills and simple tools that are readily available is a key factor in access to emergency care in Haiti.

Vidyo has assisted HME in recently creating an integrated research course based in Port au Prince, involving participation from 35 different faculties. After learning basic research methods, each faculty has to then design an adaptive curriculum for their respective institutions throughout Haiti. The professor, from the City University of New York, is able to remote in from anywhere thanks to video chat technology.

The long-term mission of the HME is sustainability. According to Dr. Renard, Hurricane Matthew will unfortunately be a major step back for Haiti. However, they maintain a positive outlook. He also believes the resilience of the Haitian people will persevere once again. To learn more, visit

Video Customer Communication in an Omnichannel World

Vidyo Call Center Integration

The widespread adoption of consumer video communication services such as Microsoft Skype, Google Hangouts, Facebook Messenger or Apple FaceTime has democratized video calling. Together with the development of WebRTC, it created the expectation that video can be easily added as an interaction channel for customer engagement and support.

At Vidyo we learned with our customers that video is not yet another channel. Furthermore, treating it like voice or text chat carries the risk of creating an interaction silo, failing to accommodate essential consumer expectations and enterprise cost-effectiveness targets.

Time raises the bar for video engagement

Time has become the currency for many consumers looking for help or trying to buy something conveniently online. Consumers hate being on hold. They often choose their initial channel to communicate based on convenience and immediacy. Video becomes a channel added either to enable a trusted in-person conversation or for showing something live while on a call. This prevalent use case comes with limited tolerance for having to wait or for not being easily and immediately connected to a competent person.

Video interactions tend to be longer. They use video to make the most of pivotal “moments” in a customer’s journey and focus on high-value customers and/or high-value transactions.

The sourcing of associates handling video interactions is an important consideration. When using resources already helping customers, existing service levels must be preserved. Enterprises are often leveraging the option of scheduling video meetings. For high-value interactions, it is possible to connect to remote expert resources of other departments, beyond customer service.

Video needs to be embedded into, not added to, omnichannel

All these considerations mandate the integration of video into the overall enterprise omnichannel strategy. In particular, it requires:

  1. Offering video communications in the broader context of all existing touchpoints, including in-person,
  2. Making video an option that can be added to customer interactions taking place on other channels, and
  3. Sourcing associates for video conversations in a way that addresses consumer expectations for immediacy and competency while preserving service levels

It becomes paramount to make a video setup as seamless and as repeatable as possible, ideally as simple as a single click of a button. Video has to be woven in customer processes and workflows and let enterprises brand the experience as well.

Communication Platform as a Service

It made us realize that what was needed is not a point solution but a platform. A rich set of APIs enables businesses to customize how video is offered from an engagement standpoint and how it is integrated with existing applications and information systems.

We found we needed to go beyond offering a video communication Platform as a Service (PaaS) and provide integrations to sales and service applications of reference. Together with our partners, we have embarked on a journey to expand our portfolio of such integrations.

In particular, we have announced in recent months several strategic alliances:

  1. With Genesys, an omnichannel customer experience leader to bring to market integrated contact center solutions
  2. With Servicenow, the leading provider of customer service management to build integrated field service solutions
  3. With NCR, a leader in branch-office optimization to create video-enabled branches and ATMs

Video is evolving rapidly from being a nice addition to becoming an essential element of an omnichannel customer engagement strategy. Embedding video into customer communications requires video communication Platform as a Service (PaaS) and integrations with the customer service application ecosystem.

Cloud-Based Communications is Exploding


It has been exciting times at Vidyo over the past few months. On a technology level we launched VidyoCloud and, with Forbes saying, “Video is hot again” and that through our cloud service “the risk and effort to video-enable apps has never been this low and the scalability has never been this high.”

And as we see customers moving to VidyoCloud, we also see partner relationships developing. We recently announced an expanded partnership with Computacenter, one of Europe’s largest providers of IT Infrastructure Services, that builds on their existing relationship with us to push VidyoCloud into their customer base. You can see what they have to say about the service here. Jamie Allender, head of Workplace & Collaboration at Computacenter UK, states:

"Video Conferencing has moved from the boardroom to everyday devices, across multiple networks. In parallel our customers are asking Computacenter to advise and support them in their journey to the Digital Workplace, with IT designed for people. Vidyo’s technology is right at the forefront of this shift and with the launch of VidyoCloud, with simple to consume and use HD Video Conferencing service across all types of device, it is a very powerful addition to the portfolio of Digital Workplace solutions that Computacenter delivers to our customers."

The cloud is dominating many of our customer conversations and we’re seeing more than ever customers who want to move to cloud deployments. Mail Online, part of the Daily Mail & General Trust Group sits on VidyoCloud. Chris Fryer, their Head of AV Operations, explained that he has always loved the Vidyo technology and moving to the cloud takes away the operational overhead within his own team, allowing him more flexibility to grow the way that the business leverages Vidyo. Placing his trust in VidyoCloud also affords him the flexibility to start to think about new and innovative ways to use Vidyo internally and externally.

From our customers’ perspective, we continue to get an overflow of positive feedback. I love to hear the data points that demonstrate the business value that our customers see in the projects. One common example that we have heard from several customers is the improvement of their Net Promoter Score; in many cases this DOUBLES when changing from telephony-based engagement to Vidyo-based engagement.

At a recent healthcare event, one of our customers in the UK showed me data from one of their GP Practices that saw the closure rate for appointments handled over Vidyo increase by over 30% in comparison to telephone appointments. These stories really show why people use our software and it shows we are really making a difference.

It’s this combination of Vidyo’s technology, our cloud platform, our APIs and our customers’ and partners’ imagination that is making things so exciting. Vidyo is truly powering the business now, enabling workflows and workforces with video on any device, any network, simply & securely. It is exciting times indeed.

Vidyo and Genesys Make Waves at G-Force 2016

Vidyo at G Force 2016

Vidyo was proud to participate as a platinum-level sponsor at G-Force, a customer engagement event hosted by Genesys. G-Force featured more than 100 educational and breakouts sessions and networking activities that explored a wide range of key topics, including digital transformation, customer journey management, hyper-personalization and the Internet of Things.

Sam Waicberg at G Force 2016

On the first day of the conference, Vidyo was named Genesys AppFoundry Partner of the Year for delivering high-definition video conferencing solutions to a number of large Genesys customers, as well as its investment in integrating with Genesys across desktop, chat, routing and reporting functions. The AppFoundry marketplace allows Genesys customers to discover, research and connect with a broad range of customer experience applications, integrations and services that address their unique customer needs.

Sam Waicberg wins an award

Vidyo’s SVP of Marketing and Business Development, Sam Waicberg
with the AppFoundry Partner of the Year award

For the Demo Battle contest, Vidyo won the People’s Choice award – an award selected by G-Force customer and partner attendees. Vidyo’s video highlighted VidyoEngage for Genesys, which helps contact centers and service centers connect seamlessly with customers with the highest quality video over any device and any network.

Eran Westman wins award

Vidyo CEO, Eran Westman and VP of Customer Engagement Solutions, Ran Sharon with People’s Choice Award

Furthermore, Vidyo was the sponsor of the Giveback: A Journey of a Lifetime contest, a chance for G-Force attendees to make a difference by fulfilling a personal mission to give back to the community of their choice and make an impact through service. The winner of this year’s contest was Ramon Parada – see Ramon’s story of giving back here.

Eran Westman at G Force

Vidyo CEO, Eran Westman, presenting Journey of a Lifetime award

Vidyo Unveils Telehealth Clinical Design Services at ATA to Accelerate Implementation Success

Telehealth Consulting

Telehealth has been a focus for Vidyo because our care providing customers and partners have made it clear that more efficient use of clinical expertise across their systems is the key to delivering better patient outcomes and economic success in accountable care models. From providing access to a remote specialist, to assessing patients in remote areas to determine if emergency evacuation is needed and even for providing remote monitoring and interventions for chronic conditions such as diabetes, telehealth has proved its place.

Many healthcare providers are looking to drive clinical efficiencies through telehealth programs across the care continuum but often run into challenges. Vidyo’s experience with our more than 120 healthcare system partners representing over 1,800 hospitals in the US has allowed us to recognize that the primary challenge isn’t the technology, but the ability for organization’s to successfully integrate these programs into their existing clinical operations and workflows. Our clinical design service, called VirtualDesign, ensures success for healthcare organizations looking to implement effective and sustainable telehealth programs.

Vidyo has hired Wendy Deibert as vice president of clinical services to help drive the future vision and execution of the new service offerings. Deibert is a registered nurse and one of the original architects and leaders of the Mercy Virtual telehealth program.

If you’ll be attending ATA Fall Forum and are interested in learning more about VirtualDesign services, come visit us at booth #106. Vidyo will also be demonstrating the following telehealth solutions:

Vidyo Transfer Agent – An embedded video application for patient engagement from a website or portal, customized to the healthcare systems’ needs and specification through Vidyo professional services, that enables white glove triage services for patients connecting face-to-face with a live representative. Through the interaction, the representative is able to collect necessary information and assist the patient by connecting him or her in real-time to the appropriate administrator or clinician for help via a warm transfer.

Specialist Consults – Using desktop computers or mobile devices over wireless Internet, remote specialists can join reliable high quality video consultations with patient and care giver in an ambulatory care setting. The remote specialist is able to share and annotate content, control his or her point of view by remotely controlling the patient’s side camera and view the output of electronic otoscopes and exam cameras during physical examination.

Already powering the #1 healthcare app on the App store and having been named a recipient of Frost & Sullivan’s 2016 North American Video Telehealth Enabling Technology Leadership Award, Vidyo VirtualDesign will ensure successful telehealth program implementations for healthier patients and care provider bottom lines.

Vidyo Showcases Telehealth Solutions at Epic UGM “in Wonderland”


Vidyo joined about 18,0001 people at Epic Systems’ annual users group meeting (UGM) this week in Verona, Wisconsin. The conference, themed “An Adventure in Wonderland,” showcased a select group of technology partners that are able to integrate into Epic’s suite of electronic health records software.

epic300The Vidyo booth exhibited live demos featuring the latest Vidyo telemedicine technology. One demonstration showcased VidyoDesktopTM calling directly to a medical cart. The medical cart displayed an AMD general examination camera, which enables healthcare professionals to assess a patient from an entirely remote location. To top it all off, Vidyo showed how the entire call could take place on a tablet using the power of VidyoMobileTM and VidyoSlateTM.

Epic Founder and CEO Judy Faulkner spoke on the importance of working together to form alliances in the healthcare and technology spaces.

"We’re not going to be the best at everything, and that’s why…collaboration amongst health systems is so important," said Faulkner2.

Vidyo works closely with Epic Systems, enabling video integration for telehealth applications and modules including Hyperspace, MyChart Web, MyChart Mobile, Canto, and Haiku.

The VidyoWorksTM platform provides unparalled workflow integration and ease of use, both of which are crucial components to physician adoption of telehealth technologies. Vidyo’s comprehensive APIs enable Epic to reduce complexities through native integration of high quality video communication into all applications supporting the EpicCare virtual care and telehealth workflows.



A Check List For A Successful Video Conferencing Deployment

Video Conferencing at work

For IT managers today, it’s not so much if you deploy a video conferencing solution, but when will you deploy one, and what key factors should you consider for the specific needs of your company. 

A newly published white paper from Wainhouse Research takes a closer look at what factors are driving video collaboration today and what crucial components should be considered when video-enabling your organization including: cloud, scale and quality over mobile.

Mobile video conferencing

In fact, Wainhouse Research has highlighted ten areas for IT managers to keep in mind as they navigate the correct course to create the perfect video conferencing experience possible. We’ll focus on three here.

According to the research:

Reliability – “It is vitally important for IT managers to investigate the inherent resiliency of product service platforms in use. For example, to ensure uninterrupted service, cloud service offerings should be powered by geographically dispersed servers in professional co-location centers.”

Embedded Video – “IT managers should define their video architecture to support native integration with enterprise tools and systems. Ideally, the environment would offer strong and mature APIs and SDKs to support client-specific requirements (branding/skinning) and allow customers to add video to their core business (e.g. contact center tools, customer service systems, marketing and sales automation engines, etc.).”

Security – “Key areas of focus include support for standards-based encryption, adherence to industry-specific security and privacy regulations (e.g. HIPAA), and a roster of security certifications (e.g. JITC).”

Wainhouse Research

There may be a lot to consider when evaluating the best fit for your video conferencing needs, not the least being selecting a solution that will grow with your company’s future needs. The VidyoWorks software-based platform provides the scale and flexibility a thriving company will require as it expands in head count and global locations. Vidyo is available as a cloud service, an on premises solution and a hybrid model as well. A complete solution that addresses what IT managers truly need. Sign up for a free trial today!

Rackspace Relies on Vidyo for Global Video Conferencing

Rackspace Uses Vidyo Video Conferencing

Rackspace, the largest managed cloud provider, chose Vidyo’s video collaboration tools to connect its 6 thousand employee global workforce because Vidyo provides the most innovative and highest-quality interactive video communications platform available.

Rackspace had a unique set of collaboration needs that only Vidyo was equipped to address. According to Rackspace Global Workplace Technology Director, Michael Petrie, “We needed a platform that could accommodate our high-demand for a quality solution that runs effectively across the board, especially on Linux. Because Vidyo’s technology is highly software-based, highly scalable and can be leveraged by all major operating systems, we were able to efficiently and affordably deliver the benefits of the VidyoWorksTM platform to satisfy Rackspace’s quality requirements and varied user preferences.”

Today, Rackspace employees also known as “Rackers”, log more than 450 simultaneous Vidyo calls per day across Microsoft, Apple, Linux and Android operating systems. A situation demonstrating the importance of video collaboration and how it can transform workflows transpired when 200 Rackers across the globe collaborated in a virtual Vidyo “war-room.” Over a 48-hour period, they collaborated to efficiently manage and resolve an internal incident. The result of Vidyo’s reliable, adaptive technology enabled Rackers to engage face-to-face, share content and collaborate with in-call chat without latency or dropped connections.

Furthermore, since the Vidyo deployment, Rackspace customers have downloaded Vidyo’s software more than 10 thousand times. Rackers now use Vidyo as a primary means to communicate internally with colleagues and externally with customers, often opting for a Vidyo call versus traditional audio calls or in-person meetings. Rackspace’s commitment to using Vidyo’s video collaboration tools as their primary means of communication both internally and externally is a true testament to our innovative technology.

Vidyo Wins Frost & Sullivan Telehealth Technology Award

Vidyo Telehealth Leader

Frost and Sullivan Leadership Award 2016Vidyo is excited to announce that it’s a recipient of Frost & Sullivan’s 2016 North American Video Telehealth Enabling Technology Leadership Award for the impact Vidyo’s technology has had on the telemedicine industry.

It is an honor to be recognized by Frost & Sullivan for Vidyo’s hard work and dedication to the advancement of telemedicine. Our commitment to innovation is what makes Vidyo stand apart. Vidyo’s ecosystem of telehealth solutions is unmatched and is seamlessly integrated into existing physician workflows and applications—making the communications technology transparent for both the patient and care teams, so the focus can remain on treatment and positive patient outcomes.

According to the Frost & Sullivan report, “Vidyo is one of the premier video software platforms—with solutions that power innovation in the healthcare space and support three critical attributes of any telehealth solution: access, workflow integration, and scale. Leading virtual telehealth service providers and hospital systems use the company’s solutions to connect physicians with patients for a variety of medical evaluations, surgical consults, telestroke, in-home care, doctor to doctor, doctor to hospital, clinic, or nursing home.”

The Enabling Telehealth Technology Award honorees were selected after thorough evaluation of each company by Frost & Sullivan analysts and based on a series of criteria including commitment to innovation, commercialization success, and application impact. Along with these considerations, Frost & Sullivan also assessed price performance and value, customer ownership experience, and brand equity.

There are lots of video communications solutions in the market place today but we see time and again that when quality matters, as it does in healthcare, Vidyo is the platform of choice. Vidyo is proud to be the communications partner for leading healthcare solution providers such as Epic, Cerner, Philips, GetWellNetwork, American Well, and many other innovators in the telehealth space.

The 7 Attributes of Great Video Experiences

good video customer engagement

In a former life I was the CMO at Genesys and when I was there, we commissioned several surveys on how consumers felt about customer service. I was stunned by how many people were reluctant to use the phone. As companies start to add video to the array of channels they propose to their customers, it is important to reflect on what should be done differently to make sure it doesn’t face a similar fate.

Vidyo has garnered an impressive experience deploying video services allowing enterprises to engage customers. I want to share a bit of knowledge in the form of a checklist to ensure the experience offered during a video session lives up to the promise.

Don’t spoil the moment!

Video quality matters. One of the shared frustrations with calls to customer service is the time commitment they require. Wait times and transfers to get to the right person are taking too long by our new attention deficit standards. Time has indeed become a currency. Many of us have no longer the patience to block several minutes to make a call to get a question answered. So, when we give our time, we expect an impeccable conversation. The same expectation exists with video. It is actually further exacerbated by the fact that video sessions tend to be longer. Video quality must be on the top of the agenda for your video projects.

Offer universal access

Regardless of the device used to communicate, and the network used to connect, video services need to always be accessible. Moreover, video usage by consumers is highly correlated with smartphones. It is thus critical the video channel accommodates consumers on the go and let them choose when and where they want to engage.

Ensure it is uneventful

For many new technologies, consumers are willing to accept “good enough” solutions, but video communication is measured using a different yardstick. Derailed attempts to make a video call or the inability to consistently rely on it working have a devastating impact on video usage and adoption. There is a table stake expectation of a predictable and reliable connection.

Make it effortless

Like any customer experience provided, a video interaction must be effortless. It means that a video connection needs to be as simple as pressing a button. In addition, it needs to be immediate and on the customer’s terms. Many video services are designed to offer zero-wait time.

Brand the experience

In today’s customer’s economy, a brand is defined by the experience it offers. It is critical that all customer interaction channels offer the same branded experience. Two things make video unique though. As an emerging channel, the experience should be customized in the context of what the customer is trying to accomplish. In addition, video interactions are most often offered as part of a broader experience and need to be woven into their workflows.

Provide a seamless engagement

The purpose of a video interaction is to have a quality conversation with a person. Be they knowledge workers or contact center agents, employees have other duties. So the video experience has to be integrated into their workplace. Furthermore, it needs to manage potential employee interruption and maximize access to the broadest pool of talents.

Guarantee a secure and private connection

Adoption of video hinges on a zero-compromise on both security and privacy. Consumers should be put in control and decide if and how they can activate their video channel.

Video brings a unique, personal touch to customer communications. It adds the necessary face-to-face element to omnichannel interactions. It requires, however, an impeccable experience.