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”

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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.

1. http://www.beckershospitalreview.com/healthcare-information-technology/down-the-rabbit-hole-at-epic-8-key-points-from-the-users-group-meeting.html

2. http://wtnnews.com/articles/judy-faulkner-focuses-epic-systems-future-annual-users-group-address/

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.

Vidyo Named IDC Front Runner for Video PaaS

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Embedded Interactive Video Conferencing Market in the U.S. to Hit $1.7 Billion

IDC released numbers this morning that show the U.S. market for Video Platform-as-a-Service (Video PaaS) will grow from $44 million in 2016 to $1.7 billion by 2020 as the market for embedded video communications explodes.

“Vidyo has been selected by market leaders in the largest growth areas in our Video PaaS market report, including the only embedded video in the leading electronic health records (EHR) systems, and is poised as a front runner to capitalize on the tremendous growth in this $1.7B market,” said Mark Winther, group vice president and consulting partner, Worldwide Telecommunications at IDC.

According to the report, “To broaden the market for its high-quality real-time video communications technology, Vidyo introduced a developer-friendly API cloud platform in early 2016. This makes Vidyo one of the first companies to enable comprehensive enterprise-grade multiparty video via an open API delivery system.”

Read more about the business value of video collaboration in the cloud

Vidyo has the broadest deployment of video-enabled applications, which are increasingly being used to improve customer experience, and is #1 in embedded interactive video communications

View the complete IDC Research Report, Video Communications Platform as a Service (IDC#US40958616, August 2016) on the growing Video PaaS market

Ten years ago Vidyo unleashed video conferencing from the room.

Since then hundreds of enterprise companies and service providers have used Vidyo’s SDK and APIs to video-enable applications, drones, phones, smart glasses, robots, kiosks and other new form factors. More than 50 million patients around the world can access our video-enabled telehealth offerings. This year alone we saw the following companies announce innovative Vidyo-enabled applications:

Vidyo didn’t invent these use case but we video-enabled them all.

Vidyo.io, our video PaaS, enables developers to video-enable their vision and quickly, easily and affordably use the company’s video chat APIs to embed enterprise-grade, real-time video communications at web scale.

Vidyo.io will be generally available this fall and developers can request an invitation now to participate in the Vidyo.io Beta.

What can we video-enable for you?

Read the press release.

Introducing the VidyoRoom HD-3

New VidyoRoom HD-3 Video Conferencing Room System from Vidyo

We are excited to announce our latest group system, the VidyoRoom™ HD-3. It is the industry’s first and only dual 4K video conferencing collaboration system. Built on Vidyo’s industry leading technology, the VidyoRoom HD-3 delivers exceptional multiparty video experience and collaboration capabilities.

Businesses are facing increasing pressure to be more competitive and agile. Distributed teams need clear collaboration for rapid decision making to maintain a competitive edge. The VidyoRoom HD-3 delivers the industry’s highest resolution group collaboration endpoint providing two major advantages for distributed teams.

  • Detailed Content Collaboration – With up to 4K resolution for content collaboration, highly detailed spreadsheets, engineering drawings, or high resolution images are displayed without losing any clarity.
  • Clear Multiparty Communication – Communication of complex ideas is much easier when you can see all remote participants clearly on screen. With dual 4K displays, 8 participants can be displayed each in 1080p full HD resolution.

The VidyoRoom HD-3 offers flexible screen deployment options. It can be configured with one or two screens at each running at 4K resolution. Alternatively, if using 1080p resolution screens, the VidyoRoom HD-3 can support up to four displays providing flexibility for a variety of use cases.

The VidyoRoom HD-3 is also easy to buy! You can purchase the VidyoRoom HD-3 as a complete bundle including the Logitech® GROUP camera and speaker phone with the INOGENI HDMI-to-USB for content sharing. Want to use your own peripherals? No problem! The VidyoRoom HD-3 is available by itself so you can add your own audio and video devices.

As the successor to the VidyoRoom HD-230, the VidyoRoom HD-3 provides the same innovative software features that are part of existing VidyoRoom architecture making it perfect for medium to large size conference rooms.

Want to learn more about 4K conferencing? Check out the VidyoRoom HD-3 data sheet or contact your Vidyo representative.

#VidyoToolbox posts highlight new product updates and features across the Vidyo portfolio. Stay tuned for continued updates!

How Customer Experience Leaders Leverage Video

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In our previous post, we discussed the evolving role of video for customer interactions. Let’s explore how Customer Experience leaders are leveraging video.

Customer service is becoming transactional

A few years ago, the Corporate Executive Board released its research on customer loyalty. Published under the provocative title “Stop Trying to Delight Your Customers”1, it showed that, when it comes to customer service, customers want first and foremost their inquiries or problems to be resolved quickly and easily. It transformed the Customer Experience discipline, introducing the “effortless” imperative. Time became the currency for both buying products and getting service. This consumer expectation met enterprises’ desire for reducing service costs in a perfect storm. Many interactions were turned into transactions, often thanks to self-service. Late 2014, Forrester noted that web self-service had become the most widely used communication channel for customer service, ahead of the agent-assisted voice channel.

Not so fast!

If self-service brings convenience and speed, it is not the panacea. Indeed, we all have experienced situations where we have a question, cannot find an important piece of information, or simply need confirmation from a person. Good self-service includes the option of getting live assistance. Gartner predicted that by 2017, one-third of all customer service interactions will still require the support of a human intermediary.

Capturing moments

Not all customer interactions should become transactions fulfilled using self-service. Some require advice and a discussion with a knowledgeable person. Furthermore, enterprises are finding it important to maintain an in-person relationship with their customers. Enterprises need to identify the important moments of their customers’ journeys and turn them into quality interactions with an associate. Google research shows that being present and engaging at the critical moments of consumer journeys has become critical2 in our digital world.

Transactions and moments

The role of video is best comprehended in the context of what consumers are trying to do. When looking to get things done, time is the currency. Consumers prefer self-service but when they need assistance, seeing and dealing with a person is the best way to handle impatience. In the context of a journey, the role of video is to maximize pivotal moments, enabling a quality conversation with a knowledgeable person. Compounded with the service and sales scenarios, we get the four main use cases for embedded video communication.

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  1. Self-service assistance – Video brings concierge services for sales transactions. In addition to providing advice, seeing a person changes the interaction by enabling trust, emotion, and engagement. This is what Mumbai-based IndusInd bank provides to its mobile clients.
  2. Visual troubleshooting – For support, a picture is worth a thousand words. Netherlands-based Dekra has harnessed video for insurance claims. Adjusters use video to assess small damages with customers remotely, settling cases in days instead of weeks.
  3. Consultative selling – Video makes associates available to help with research or selection. Springfield-based BluCurrent has deployed video in its branches for opening accounts and other non-teller duties, garnering a 4.5 satisfaction rating on a scale of 5.
  4. Expert access – Video is eventually an enabler of customer success. It removes time and distance barriers to expert access. London-based Barclays has rolled out a 24-7 on-demand video service to its Premier customers to help them with mortgages or investment decisions.

High-value interactions and high-value customers

These different use cases have in common the ability to seize the moment to either provide great service to high-value customers or to maximize high-value interactions. They find their economic justifications differently though:

  1. Self-service assistance finds its return on investment in improved conversion of prospective buyers and higher order value. IndusInd Bank serves more than 1,000 clients daily.
  2. Visual troubleshooting translates into higher First Call Resolution (FCR) and reduced Average Handling Time (AHT). Dekra adjusters have been able to increase the number of daily assessments from 6.5 to 11.
  3. Consultative selling improves customer acquisition and increases wallet share. BluCurrent saw a 20% increase in product upsell after it implemented video banking.
  4. Expert access improves Customer Satisfaction (CSat), reduces churn, and ultimately increases the Customer Lifetime Value (CLV). Barclays video service enjoys a doubled Net Promoter Score (NPS) over its legacy voice service

Looking at video use cases from the lenses of transactions and moments, when selling or servicing customers shed a new light on its business benefits. In our next blog post, we will look at what makes video a unique communication channel.

  1. https://hbr.org/2010/07/stop-trying-to-delight-your-customers
  2. https://www.thinkwithgoogle.com/collections/micromoments.html

Blog Series: Business Challenges solved by Cloud Collaboration
Part 1 – Connecting Highly Mobile Employees

Video Cloud eBookIn this four-part blog series we’ll explore the top business challenges solved by cloud-based video collaboration. Part one focuses on connecting highly mobile employee roles that can be found in any industry, like field sales, field services, and consultants. And some industries have even greater needs for reliable mobile collaboration, like manufacturing, oil & gas, and healthcare.

As organizations seek to optimize field operations, the adoption of BYOD mobile collaboration is expanding. According to a recent report published by Nemertes Research1, 32.5% of enterprise employees now use WLAN, cellular, or other forms of wireless as their primary network technology. This ups the ante when it comes to video-enabling mobile users for business collaboration, because mobile and wireless networks are often unpredictable in terms of performance.

The definition of mobile video collaboration is expanding as well: mobile collaboration is no longer limited to smartphones and tablets. There are emerging mobile use cases, like “see-what-I-see” field services applications leveraging smart glasses, drones and more. According to ABI Research2 the enterprise wearables market is exploding and expected to reach $18 billion by 2019.

Many IT managers are turning to cloud to video-enable mobile devices for employees. But not every video conferencing cloud is the same when it comes to delivering video that has the error resiliency to stand up to the challenges of wireless networks (both Wi-Fi and 3G / 4G). In fact, this is an area where users can regularly experience 20% packet loss, and many cloud video conferencing solutions provide an unacceptable experience with only 10% packet loss.

So how do IT managers deliver a reliable video experience to mobile if they are looking to the cloud to solve this issue? They need to select a video cloud solution that can continuously optimize the video being transmitted by adapting the video streams for the specific mobile device’s capabilities and current network conditions. This dynamic network adaptation is crucial to the reliability of the mobile experience, and reliability, quality and predictability drives the success of mobile video initiatives in the field.

1. https://www.nemertes.com/reports/2015-16-enterprise-technology-benchmark-unified-communications-and-collaboration
2. https://www.abiresearch.com/press/enterprise-wearables-market-to-reach-us18-billion-/