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.

AMA and Vidyo are Building Healthcare’s Smart Glasses Solution

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For several months AMA and Vidyo have been collaborating to offer a complete and comprehensive solution for remote consultation, remote support and remote expertise applications using native smart glasses support. With smart or connected glasses, doctors will be able to keep both hands free, unlocking the full potential of these important telehealth “see what I see” applications.

Last week, AMA successfully completed a first prototype of its hands-free, smart glasses based tele-assistance solution, called XpertEye with the video communications component powered Vidyo. Vidyo’s deep expertise and experience in the healthcare market complements AMA’s growing focus in smart glasses applications for health professionals.

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“AMA’s XpertEye, powered by Vidyo, uniquely delivers on both the performance and ease of use necessary to support high value medical applications,” says Mark Noble, Vidyo Vice President of Healthcare Business Development. “Vidyo’s patented dynamic adaptation technology delivers robust performance on the AMA smart devices over mobile networks, enabling EMTs and athletic trainers to access expert clinicians from the field via 4G with the same quality as a surgeon can allow a remote specialist to view a procedure from the OR via WIFI. The XpertEye device optimization and application, designed by and for users, makes it simple for clinicians to keep both hands free while visually communicating with a remote specialist one-on-one or conferencing with multiple residents for live training on a given procedure. Remote experts are also able to share images and screens to further enrich the communication.”

"Teaming with a well-established leading provider of videoconferencing is a great opportunity for us to demonstrate how flexible and easy it is to interface with our solution,” confirmed Guillaume Campion, VP Production director at AMA. “With XpertEye we want to add a new wearable and smart dimension to existing platforms already deployed and well appreciated, and which is why we have partnered with Vidyo," explains Jean-François Denis, AMA’s VP sales.

Vidyo and AMA showcased the smart glasses see what I see solution and its first uses cases during ATA in Minneapolis this week.

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NCR and Vidyo: Collaborating to Bring Video to the Banking Sector

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At NCR we understand that the way people bank is changing, and that’s why we’re working with Vidyo to enhance our personal, intimate digital banking experience. Retail banks are under pressure to change, driven by regulatory issues and disruptions to traditional revenue streams. However, they need to continue offering personal experiences with their customers and members. That’s why we created NCR Interactive Teller.

In an era when banks and credit unions face disruptive competitors that want to eliminate personal interaction with consumers, Interactive Teller connects people and empowers face-to-face transactions through technology rather than replacing them. In small communities, where smaller deposit bases and lighter traffic are forcing branch closures and creating a challenge for customer service, banks are turning to NCR Interactive Teller in order to continue giving their local customers personal service. In both rural and urban locations, banks are applying technology to add additional distribution and retail locations in order to get closer to where their customers live, work and socialize. This technology makes banking better for consumers by increasing hours of service and access to the bank.

Through our strategic relationship and global OEM agreement, NCR is leveraging Vidyo’s technology to make this face-to-face, human-to-human contact even better in NCR Interactive Teller and other sales and service products.

ncr-Global-Reach300The main reason we selected Vidyo as a preferred partner for NCR Interactive Teller and our other services and products was, first and foremost, security. Security is essential when dealing with banking transactions and NCR provides 99 million ATM transactions every day!

The second reason was scale – we wanted something that would work in a scalable environment; that could be deployed in the small community banks up to our largest customers. Vidyo’s software-based platform provided this and it works across different levels of bandwidths. With the growth of banking on personal devices we wanted to ensure the customer had a high quality video experience and we wanted to be able to do that in such a way that we didn’t have to always control video bandwidth. Vidyo’s adaptive technology provided this capability.

Another reason Vidyo stood out from the pack was the company’s investment in forward thinking IP.  As we’re looking to create and build upon a base of video technology to create new and innovative solutions we wanted to make sure that we’re working with a company that can and will innovate with us.

NCR-Video-Enabled-Transactions300Video banking has been a growing market for NCR over the past couple of years and it has been more successful than we could have ever imagined! As one of the world’s largest ATM providers, we believe it’s going to be a great business for NCR with a lot of potential and look forward to partnering and growing with Vidyo.

Kaiser Makes Strategic Investment in Vidyo

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Health care companies are actively embracing video-based visits with patients. The general public is more comfortable with video-based interactions. From policy makers to care providers to patients we’re seeing a groundswell for telemedicine. Highest quality, easily available video is an integral piece of the multi-billion dollar healthcare market moving forward and a critical advantage for both healthcare providers and vendors alike.

ipad300x200As we announced earlier today Kaiser Permanente Ventures, the corporate venture capital arm of Kaiser Permanente, made a strategic $10M investment in Vidyo.

We see this investment as validation of the ability of the VidyoWorks platform to address the various needs of major telehealth implementations, especially our ability to seamlessly embed HD quality, reliable video interactions into workflows and applications at scale. Kaiser Permanente CEO Bernard Tyson is “betting big on videoconference technology that will improve online healthcare,” and is “distributing care out of the hospital.”* There is tremendous growth opportunity in the telehealth market, which is projected to reach $34B by 2020.

Vidyo is already strong in telemedicine, nearly half of the top 100 healthcare delivery networks in the U.S. rely on Vidyo for their telehealth applications including Partners Healthcare, Kaiser Permanente, UPMC, Mercy and Carolinas. We have seen significant growth in deployment of integrated solutions like teleICU, patient portals and clinician EHR interfaces. Ours is the only video platform integrated into major Electronic Health Record (EHR) providers, like EPIC and Cerner, accounting for more than 50% of the EHR market, and Vidyo is the platform of choice for Philips Healthcare ICU beds, GetWell Network interactive patient engagement solutions, kiosks deployed in drug stores across the country and virtual care offerings through American Well. Today, there is broad recognition that the future of healthcare is beyond the hospital’s four walls and into the home, and the focus is on implementation.

cart300What sets Vidyo apart is the experience the technology provides. When it comes to making critical health decisions, “good enough” video is not good enough. Vidyo is able to deliver the most reliable, highest quality visual experience that can be completely embedded into applications, workflows or endpoints. Making Vidyo communication a seamless part of the experience is key to driving adoption. We believe that seamless integrations can help eliminate the “tele” in telehealth, and that caring for patients at a distance will become a standard of care that is just part of how medicine is practiced and care is delivered in the future.

Vidyo has seen tremendous traction in healthcare, in fact many times our clinical applications drive interest in Vidyo in non-clinical settings. Telemedicine is a great example of the power of our platform to transform an industry and we are very excited to replicate this success in Customer Engagement, Financial Services, Government and other industries.

* Fortune, April 29th, 2015: The prognosis for U.S. healthcare? Better than you think.

Change the way you care! Improve Quality of Service with Video-Enabled Assistance

Arioflow video-enabled AssistanceAll support activities are facing the same challenge: how to reduce time-to-answer and improve quality of service while reducing costs at the same time. Video-enabled assistance solutions are gaining support and adoption around the world, fueled by a shortage of experts, and the need to decrease time and costs related to traveling on-site.

To address this challenge Arioflow’s cloud-based field audit apps are built with Vidyo-enabled assistance to provide an end-to-end solution for policyholders, both corporate and individual, and loss adjusters.

“Providing remote loss-adjustment solutions is becoming a pre-requisite for many of our customers that aim at improving policyholders’ experience, containing costs while reducing lead times at the same time,” recently noted Olivier Vial, Managing Director of Cunningham Lindsey France; a market leader in France for claims handling that currently leverages Arioflow solutions equipped with Vidyo.

Arioflow Presence, one of many assistance solutions in use today, allows companies to change the way they care. Designed with a strong User Experience focus, the Arioflow Presence app is a straightforward and easy way to schedule meetings, prepare claims and communicate via video to get your report.

Arioflow video-enabled Assistance on Mobile

Vidyo’s patented technology brings high quality visual communication to the Arioflow Presence app. Video communication helps our team better understand situations and issues while simultaneously collecting relevant data. With Arioflow, the expert has a comprehensive web platform to record the videoconference, take pictures from a smartphone, or prepare an expertise report.

Arioflow video-enabled Assistance on Desktop

We believe that we made the right technology choice for video systems with Vidyo. We put the emphasis on User Experience and it has made a difference to our customers.

With growing data supporting the claim that improved customer engagement service generates new revenue what’s stopping you from changing the way you care, it’s worthwhile.

Resources:

  1. http://www.businesswire.com/news/home/20151123005695/en/Cunningham-Lindsey-France-Deploys-Arioflow-Edition-Videoconference
  2. http://www.netpromotersystem.com/about/how-is-nps-related-to-growth.aspx

Why Settle for “Good Enough” Video Collaboration in Your Contact Center? 

Video-enabled Customer Engagement

Vidyo Adapter for GenesysToday Vidyo shared customer engagement news on a new integration with Genesys using the Vidyo Adapter. The Vidyo Adapter for Genesys will seamlessly integrate into the Genesys customer experience platform and provides a native experience for video-enabled Genesys content center agents who want to visually connect with customers.

This integration with Genesys is just one example of Vidyo’s Ecosystem and Connector Strategy at work. The VidyoWorksTM platform is used to enable applications, workflows and endpoints with high quality reliable video collaboration. With the creation of multiple connectors, or integration points, to the VidyoWorks platform we can natively video-enable millions of new applications, services, workflows and more to visually connect businesses and individuals anywhere, anytime on virtually any device or form factor.  This strategy is driving the creation of new applications every day such as video-enabled contact centers, help desks and telemedicine applications.

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Central to the connector strategy and really at the core of every thing we do at Vidyo – is the experience our technology provides. When the experience, the quality, matters the most, Vidyo is the clear choice. When “good enough” is not good enough, that is when Vidyo shines. We firmly believe our patented technology provides the highest quality, most reliable alternative to in-person communication, that’s why companies are joining our ecosystem of partners.

Don’t settle for unreliable, low-quality video interactions, learn more about how high quality interactions are driving innovation across industries in the VidyoWorks Showcase today.

User Adoption and Video Conferencing Deployments

Adoption-ServicesOne fish, two fish, three fish…Go!

When fish swim in the same direction in a coordinated manner, it’s called “schooling.” Fish evolved to swim in schools to improve foraging, swim more efficiently, and to protect themselves from predators. Just as schooling is essential to the livelihood to an individual fish, at Vidyo we believe a strong user adoption program is essential to the livelihood of a new technology. To create new behaviors via user adoption, however, you must understand the motivations that influence user behaviors.

In today’s technology driven work environment, often employees are living in a world of digital overload – faced with new software landing on their computer, smart phone or tablet almost daily. At the same time IT staff is required to support multiple technology initiatives with a scarcity of resources amidst launching new technology to the rest of the workforce. As a result, many companies struggle to motivate their employees to embrace newly implemented software, there are simply too many competing priorities.

How do companies find the harmonious balance to get every benefit from their technology investments and ensure those investments are being adopted and fully leveraged? They can start by investing in an innovative user adoption program that embeds technology into workflows to enhance productivity and motivates employees to use the software in their daily work.

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Top 5 Tips for Driving User Adoption:

  1. Create a strategic program plan with Executive sponsorship that assesses organizational objectives in alignment with the solution launch to support your plans for business process transformation.
  2. Promote a tactical awareness campaign that includes a comprehensive communication and marketing strategy to motivate, inspire and prepare employees for the launch.
  3. Provide ongoing training and support resources aligned with workflows and use cases designed to influence how the solution can be used in daily work.
  4. Leverage champions. As employees begin to make the solution part of their everyday workflow, they become powerful advocates, exploring new ways to use and evangelize its benefits to others.
  5. Incorporate feedback and share success stories once the solution is live to show how it is impacting company objectives and goals.

Vidyo User AdoptionNeed some help getting started with user adoption?

Our expert consulting, workflow design, and change management practices bring high touch professional services to customers and drive customer satisfaction. Learn more or about our user adoption packages here. Engage Vidyo’s Adoption Services Team now!

Here are a few success stories from Vidyo customers who have embraced user adoption programs:

A large cloud hosting company generated great excitement with their awareness campaign by producing posters, tabletop displays, banners, and customized videos to educate their employees about the benefits of Vidyo. They invested in a strong user adoption approach and successfully on boarded six thousand employees in the first 6-months of their launch.

“Fortunately throughout our experience with Vidyo there has been an emphasis on collaborating with us to provide the most effective training material and presentations to make the user experience a positive one. The efforts have resulted in identifying and eliminating system issues or stumbling blocks, which would have been missed in the absence of these efforts. I can say that we are impressed and thrilled by the efforts of Vidyo’s Adoption Services, who have provided us premier class customer treatment and high quality artifacts.” – Anonymous, Project Manager for Financial Services and Banking Company

Visit our Vidyo Knowledge Center to access quick tutorials on how to use Vidyo

Register for our free instructor-led training that including topics such as feature highlights, etiquette best practices, and getting started with Vidyo products

Empowering Patients with Video-Enabled Telemedicine Technologies

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Healthcare systems globally are facing similar issues – how to ensure delivery of high quality care despite rising demand and limited resources. As a result, telemedicine, with its ability to expand access to care and increase utilization of physicians, is gaining support and adoption around the world.

In fact, a new research report found that the global market for telemedicine technologies stood at $17.8B in 2014 is expected to expand at a compound annual growth rate of 18.4 percent by 2020, fueled by a shortage of physicians in rural and remote areas, the high prevalence of chronic diseases, growing elderly populations, increasing numbers of smartphone users and the need for improved quality services.1

Remote Patient Monitoring, one of many telemedicine applications in use today, allows care providers to monitor patients outside of clinical settings, in the home or elsewhere, using technology that can collect, store and share health data in real time. Patients with chronic diseases, patients in rural areas with conditions requiring specialists or patients with limited mobility are key candidates for Remote Patient Monitoring.

Open-Tele-Patient-Engagement

The OpenTele platform for Remote Patient Monitoring system provides these services and more. With the integration of VidyoWorksTM, OpenTele’s platform can facilitate video interactions between clinicians and patients while simultaneously collecting patient data. This seemingly small, additional capability, however, has led to powerful results.

Vidyo’s dynamic adaptation technology, which provides stable, maximum quality video communication over Wi-Fi and cellular connected clients, allows care providers to perform immediate and comprehensive reviews of a patient’s performance, improving outcomes and peace of mind for patients. Together with Vidyo, OpenTele is able to support the weakest and most vulnerable patients, those that might be too weak or ill to manage their own monitoring system due to their medical condition.

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(Screenshot of the OpenTele Platform for Physicians and Nurses)

Extending monitoring and diagnostic abilities to patients who normally would not be able to participate in such a program is central to ensuring the health of the population and sustaining our healthcare systems. In Denmark, adoption of telemedicine applications like OpenTele’s has led to lowered hospital re-admission rates, increased patient satisfaction and provided cost savings to providers and patients due to reduced complications. Patients are empowered, working daily to improve their performance and better manage their condition. In fact, OpenTele’s ability to reduce hospital re-admission rates has been so successful that the platform has been adopted as a national Danish standard for Remote Patient Monitoring.

With the whole Danish Nation as a committed reference case, OpenTeleHealth continues to expand its platform globally, bringing the advantages of remote patient monitoring and Vidyo-enabled communication to the global market.

Resources:

  1. http://www.prnewswire.com/news-releases/global-telemedicine-market-outlook-2015-2020-for-the-17-billion-industry-with-mckesson-philips-healthcare-ge-healthcare-and-cerner-dominating-504372191.html

 

Samsung Galaxy S6 and VidyoMobile Enable Video Conferencing for the Enterprise

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The All New Samsung Galaxy 6 Edge

Today Samsung announced the Galaxy S6 and Galaxy S6 Edge smartphones at Mobile World Congress in Barcelona, two amazing devices for videoconferencing! The Galaxy S6 phones feature a 5.1-inch Quad HD (QHD) Super AMOLED screen offering users the highest pixel density of 577ppi and enhanced outdoor visibility with a brighter display (600cd/mm) and a powerful camera for an unmatched user experience.

We’re pleased to announce that VidyoMobile on the Galaxy S6 enables the first QHD video conference on a smart phone. VidyoMobile was selected as a preferred app in the Samsung Galaxy App store and Vidyo was selected to demonstrate VidyoMobile and Samsung Flow in Samsung’s booth at Mobile World Congress. Samsung will ship the Galaxy S6 later in April and VidyoMobile will be featured in the Galaxy App store beginning later this month.

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Vidyo’s Sam Waicberg with Samsung’s David Eun, Executive Vice President and Head, Open Innovation Center, and Tim Baxter, President and COO of Samsung Electronics America

Vidyo will be demonstrating integration with Flow, a Samsung technology for seamless transition of applications and data across devices in the Samsung booth during Mobile World Congress. To see a demonstration of a live videoconference using VidyoMobile being passed seamlessly from a Samsung smartphone to a Samsung tablet using Flow, visit Hall 8.1 March 2-5, or visit our YouTube ChannelContact us to learn more about VidyoMobile.

VidyoMobile leverages the innovative features of the Galaxy S6 to bring the highest quality video conferencing experience to users in the home, office, or on- the-go. As a leader in the global smartphone market, Samsung will give millions of users an easy, high performance means of connecting to Vidyo’s industry-leading visual collaboration platform and we are pleased to partner with them to address our customers needs in the healthcare, financial services and government markets.

Samsung has tremendous visibility at the show and it’s great to partner with one of the hottest companies at the world’s largest mobile show. If you’re at Mobile World Congress come see us in Samsung’s booth in Hall 8.1 where you’ll find us along side Samsung Partners SAP, Salesforce, FireEye and others.

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Samsung Flags outside the Convention Center

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Vidyo Mobile at the Samsung Booth

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Convention Attendees Watching a Vidyo Demo at the Samsung Booth

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What’s Next for Vidyo? Follow us on LinkedIn, Facebook and Twitter for real-time updates!

 

Sam-Waicberg

Sam Waicberg is Senior Vice President of Strategic Accounts

DISA Announces Global Video Service (GVS) FOC

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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.

US Pentagon at sunset

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 Vandermate
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.