A wide range of businesses from brokerage firms and banks, to hospitals and HMOs, to online retailers and big box stores are launching video-enabled customer services embedded in portals and websites via ATMs, kiosks and mobile apps. Today Verint® Systems Inc, a leader in work force optimization, announced it was using the VidyoWorks™platform to enable video interactions between customers and service employees as part of its Verint Engagement Management™solution. SEE THE PRESS RELEASE
The more video is used, the more these newly launched customer services face a challenge that is far from technical. Put simply, their customers are camera shy. Will camera-phobic consumers scuttle your plans to add video enabled customer engagement to your business? Not if you do your homework before rolling out the service.
Here are a few tips to ensure your video enabled service is well received by your customers:
- Know your customer demographics. Studies show that millennials are significantly more comfortable using text chat, video chat and learning via on-demand video. If the customer base you are targeting has a high percentage of millennials, you can launch new communication channels with confidence. If you serve a mix of demographics, make sure you continue to offer more traditional channels in addition to text and video.
- Is a high degree of intimacy and trust critical to your customers? Deployments of video enabled customer care in highly personalized industries such as healthcare and wealth management have demonstrated that when intimacy and trust are an essential part of the customer relationship, customers of all ages are more open to using video. If trust and intimacy are key, your customers are much more likely to embrace a video experience.
- Do your customers interact with the same account rep or relationship manager each time they interact with your company? Consumers may not be comfortable conversing with a complete stranger over video, but are much more at ease when conversing with someone with whom they are familiar. To this end, if your customers interact with the same person or group of people on a regular basis, they will be more open to adopting video as a tool.
- Let them opt out. Your best strategy to alleviate camera shyness may be to open every call with one way video. The customer can see the agent’s video and have a conversation, but the customer’s camera is not activated. If the customer is comfortable using video, they can opt to turn their video on by clicking a button on the screen. If not, they can still benefit from seeing the agent demonstrate a product or technique, share documents or educational videos, and provide non-verbal communication through facial expression and gestures.
For more on customer engagement for the modern enterprise, check out these related blog posts, this customer engagement infographic and more from the Vidyo website. Ready for more? Access a 21 Day FREE Trial of Vidyo today!
In his 2014 book The Age of the Customer: Prepare for the Moment of Relevance, Jim Blasingame states that the Internet, mobile devices and associated applications have changed the millennia-old balance of power between sellers and customers and, for the first time in history, the customer is now in charge of the relationship. In The Age of the Customer, the customer controls the flow of information and increasingly expects sellers to connect with them on their terms.
If you are in the banking, insurance, healthcare or any other highly competitive and customer-centric market, you are no doubt experiencing this phenomenon as your customers demand mobile apps, online and personalized services available 24×7. The price for not keeping up with the trend? Lost customers, declining revenue and reduced wallet share.
In response, unprecedented numbers of businesses are launching video enabled customer services via ATMs, kiosks, embedding video communication capabilities into websites, and on mobile apps. In highly regulated industries, and in any business where recording and work force optimization (WFO) tools have been deployed, it is essential to leverage the existing contact center recording and work force optimization systems so the same level of regulatory compliance and analytics can be applied to video-based interactions as to traditional service channels. Vidyo’s real time interactive video communication engine can now be integrated with market leading recording and WFO solutions from industry leaders like NICE Systems.
If your customers have put you on the hot seat to add video to your customer service mix, you can feel confident that your investment in a compliance recording and workforce optimization solution can be extended to include video interactions
Billions of smart phones, ubiquitous Internet connectivity and growing consumer demand for quality, convenience and efficiency are driving forces behind the move by organizations large and small to integrate video communication into their customer engagement channels. The VidyoWorksTM software-based platform makes it easy for companies of any size to embed secure, reliable HD quality video chat capabilities into web portals, contact centers and customer service workflows.
What’s more, adding interactive video communications to your customer service and sales organizations can foster more personal customer interactions that build brand loyalty, create upsell opportunities and foster closer relationships with your customers. Check out the infographic below for more on how video-enabled customer engagement can add value to your business!
Recently, the Defense Information Systems Agency (DISA) announced that their Global Video Service (GVS) – based upon technology provided by Vidyo – has reached Full Operational Capability (FOC). This milestone is the culmination of a process that began in 2012 when Vidyo first received Joint Interoperability Test Command (JITC) certification for its video conferencing portfolio tailored to the needs of the Department of Defense (DoD). Since that time, DISA has built a customized solution on top of the VidyoWorksTM platform. In June of 2014, DISA announced Initial Operational Capability (IOC) for GVS, taking the first step to move DoD enterprise Video Teleconferencing Capabilities (VTC) from the Defense Information Systems Network (DISN) Video Services – Global (DVS-G) ISDN services to GVS’ IP services. The GVS solution is now installed and operational in some of DISA’s Defense Enterprise Computing Centers (DECCs) and has the capacity to scale to support nearly half a billion conferencing minutes a year.
The GVS foundation and backbone is Vidyo’s H.264 SVC, JTIC-certified software solution. GVS allows the end-user to reliably connect, collaborate and make decisions with secure HD video on existing devices (conference room, PC and MAC) over any general purpose IP network (LAN/WAN, 3G/4G, radio, satellite). Support for Android and iOS devices is currently being piloted and is expected to be added in 2015. GVS integrates with existing standards based H.323 and SIP based systems and is available on both NIPR and SIPR networks.
DISA’s GVS service includes:
- Seamless interoperability between desktop, room systems, H.323 and SIP-based endpoints
- Single-click to connect conference initiations
- Multi-point content sharing
- Local layout controls and active speaker
- PIN codes for secure conferences
Joan is Vice President of Marketing at Vidyo. She has more than 20 years of experience leading marketing, product management, sales and business development teams.
The products and features described herein remain in varying stages of development and will be offered on a when-and-if available basis. The product descriptions are provided for information only and are subject to change without notice, and are provided without warranty of any kind, express or implied. Vidyo reserves the right to modify future product plans at any time.
I just got back from the VCI Group Conference, held this year at the Hyatt Regency in Monterey CA. As a colleague said to me upon learning I was planning on attending the event, “I can only imagine your dismay. Monterey is such an unpleasant place.” True to its reputation, Monterey was wonderful, as was the conference facility at the Hyatt. I can’t say the same for the hotel’s internet connection however — I wasn’t the only attendee struggling to get network access.
Vidyo was a Gold Sponsor of the conference and was able to participate in and contribute to multiple sessions, culminating in Ofer Shapiro’s keynote on the final morning of the event. Ofer’s keynote was titled “…And the Pursuit of Seamless Collaboration…”, and focused on the challenges facing our industry as we cross the chasm from 10s of thousands of room based endpoints to 10s of millions of room and personal endpoints. Ofer emphasized that traditional hardware oriented approaches cannot reach the economies of scale and meet the price to performance ratios necessary for mass adoption, and that new architectures and business models are needed to achieve that result. Many excellent questions were posed in the Q&A session directly after the keynote and, in fact, the topic was continued in the industry experts’ panel later in the day.
Vidyo’s CEO Ofer Shapiro Delivering Wednesday’s Keynote
During the sessions and hallway conversations throughout the day it was clear that many in our industry: customers, vendors, integrators, service providers, analysts and press, are embracing the shift from hardware to software and from room systems to desktop and mobile devices. All seemed in agreement that the challenges presented during this transition will be more than outweighed by the opportunity presented in taking video to scale.
A full room and lively discussion during Vidyo’s showcase theater session, hosted by Vidyo’s Robb Cason, VP of Adoption Services
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Joan Vandermate is Vice President of Product Marketing at Vidyo and brings experience in sales, business development, product management and marketing leadership roles to her position at Vidyo. Most recently Joan lead product management for Avaya’s contact center solutions focused on delivering Avaya’s contact center portfolio to new and expanding markets including the software as a service (SaaS) and mid market segments. Previously Joan served as global Vice President of Marketing for Polycom, where she was responsible for marketing Polycom’s portfolio of video communications solutions. At Polycom Joan’s responsibilities included product marketing, competitive and go-to-market strategies for their video solutions to enterprises and service providers. She was previously the Vice President of Product Management at Siemens Communications, where she held P&L responsibility for a $300+ million telecommunications product portfolio.