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

blogvidyoiobanner2

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

ce-video-chat600

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.

blogpost080216-385

  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

The Evolving Role of Video Communications for Customer Interactions

Customer-Service-Laptop600

For the past decade, Enterprises have used video to avoid travel. The videoconferencing impact on transportation is such that Scientific American dedicated an article on its effects reducing greenhouse gas emissions.

Lately, enterprises have started to revisit how they can leverage video. In a world ruled by the customer experience, they are finding video can fulfill the strategic mission of enabling high-quality, face-to-face, interactions.

Balancing self-service and automation

Customer Service organizations are continually being asked to improve their operating costs and as a result they are turning to self-service and automation. If these technologies cannot effectively address the modern customer’s desire for convenience, they can often backfire. Consumers can easily become frustrated, feeling stuck dealing with a machine when they really want the personal touch of a real-time interaction.

Help required

Although consumers can call to get help, long wait times, rigidly scripted processes, and the uncertainty of being able to get to a competent associate are making customers reluctant to use the phone. This trend is striking when looking at a Dimension Data survey of channel preferences by age group that finds while the telephone is the channel of choice for people 35 years and older, it drops to fourth choice for the Millennial generation. Many companies have turned to chat to provide assistance, either for websites or inside mobile applications. A Forrester consumer survey1 shows a rapid increase of chat usage from less than 38 percent in 2009 to 65 percent in 2015. However, chat is limited and can usually only address simple questions. In addition, the experience remains transactional and can sometimes be spoiled either by agent multitasking or ineffective bots.

Enters Video

Meanwhile, the usage of video communications keeps on growing. Video usage on mobile devices grew practically 10 fold from 2011 to 2016 according to eMarketer2. Enterprises of all sizes are now revisiting the advantages of video for customer engagement and are finding it a great communication channel for high-value customers or high-value transactions. BluCurrent Credit Union recently witnessed the benefits of a video-enabled solution and have seen cross sales of banking products increase by 20 percent. Additionally, when surveyed, BluCurrent members rated the system 4.5 out of a possible 5.

Human interactions drive engagement and emotion

As we shift to a digital world, our industry is also rediscovering the importance of emotion as a driver for customer retention. Together with effectiveness and ease, it is one of the three dimensions Forrester uses to measure the quality of customer experiences.

Video has emerged as the face-to-face channel of our digital world. Stay tuned as we continue to explore it.

1. http://blogs.forrester.com/kate_leggett/16-01-28-online_self_service_dominates_yet_again_why_its_an_effortless_way_to_get_to_your_answers
2. http://www.emarketer.com/Article/Growth-of-Time-Spent-on-Mobile-Devices-Slows/1013072

WebRTC + Cloud Video Conferencing:
A Perfect Storm for B2B & B2C Collaboration

WebRTC WebcastWhen it comes to enabling B2B and B2C video collaboration, cloud-based video-conferencing is changing the way enterprises communicate. The benefit of cloud-delivered video goes beyond cost-savings: it provides technical and architectural advantages to solving the real-world challenge of connecting external participants, like customers, partners, clients and patients. In fact, external collaboration is the leading driver for IT managers to move toward cloud video conferencing instead of opting for an on-prem solution.

At the same time, WebRTC (Web Real-Time Communication) is poised to eliminate the confusion that often results with external video participants. No client downloads and installations. No plugins. No helpdesk tickets. Outside users can just click on a link to start interacting. Whether external partners are participating through Google Chrome or Mozilla Firefox, WebRTC delivers the easiest workflow for guest users. By making downloads and plug-ins a thing of the past, WebRTC offers not only a video enabled experience, but also an effortless joining experience as well.

According to a report published by analyst firm Disruptive Analysis, WebRTC will be available on more than 6 billion devices by 2019. Not only is that figure staggering, it represents a huge opportunity for B2B and B2C communications.  

At our next webinar, join me and UC technology thought leader Phil Edholm as we take you through the perfect storm of WebRTC + Cloud, and how it can impact your organization’s external collaboration initiatives, like customer engagement, partner engagement and more.

Vidyo Joins the Alliance for Open Media

aomlogo

Vidyo has been committed to the development of open standards since its inception in 2005. We have joined the ITU-T in 2006 as an Associate Member, and have participated in the development of both H.264 (AVC and SVC) and H.265 (HEVC) video coding standards. At the same time, we joined INCITS, the International Committee for Information Technology Standards, which is the central US forum for creating standards, and which designates the US delegation that represents the US in the Geneva-based International Standards Organization (ISO), including the well-known Motion Pictures Experts Group (MPEG). The ITU and MPEG have collaboratively developed both H.264 and H.265.  Our involvement in these efforts included the submission of technical proposals, donation of test video sequences, conformance bitstreams, as well as serving in editorial positions for various parts of these standards.

Vidyo has also been heavily involved in the IETF, which develops Internet-related standards including signaling, encryption, transport, etc. Vidyo’s personnel have co-authored numerous RFCs, and serve as co-chairs in relevant working groups. Vidyo has also been a member since 2010 of the International Multimedia Telecommunications Consortium (IMTC), which develops interoperability specifications and runs its annual SuperOp! interoperability testing events (now in its 21st year).

Likewise, we have been involved in the WebRTC standardization effort, both at the IETF as well as the video codec level. Vidyo has improved VP9 by collaborating with Google to add scalability, an important feature for high-quality videoconferencing.

Our involvement in these efforts stems from our belief that standards and interoperability are crucial for improving the quality that users obtain collectively from our industry. By raising the quality, we help the industry grow; by fostering standardization and working on interoperability we make it easier to incorporate innovations across the board and deliver improved solutions to customers and users.

The Alliance for Open Media is a brand new organization in the area of standardization, founded by some of today’s leading companies in technology and content distribution (including Google), with a goal of developing next-generation royalty-free media codecs for a rapidly transforming industry. Vidyo’s innovative server architecture for large-scale, very high quality video communication, on virtually any network and device, is inherently codec-agnostic: the choice of codec, from an infrastructure point of view, is purely a business decision. We are very excited to join the Alliance for Open Media and contribute to the development of the AV1 codec, particularly for real-time videoconferencing uses.

External Collaboration: The #1 Cloud Video Driver

VidyoCloud makes external communications easyMost IT leaders and business managers agree that the chief driver to move enterprise applications to the cloud is the financial impact. Cloud deployments typically reduce transaction costs and are easier on the bottom line. And for many organizations, OpEx models are preferable to CapEx, because they provide an inherent agility that frees IT leaders from having to make significant, long term technology investments to be amortized over time.

But a recent study by Nemertes Research revealed an unexpected finding when it comes to video: the most significant driver for cloud video collaboration was not solely financial; it was business value. “Enabling External Participants” was named the top video cloud driver by 27.3% of IT professionals surveyed in their 2015-2016 UC Benchmark, ranking it above all other drivers, like cost savings, OpEx preferences, flexibility and agility.

Organizations need to communicate to partners, customers, clients, vendors, and patients. Across industries, from healthcare to education, from global enterprise to local government, the most successful organizations are not islands; they are part of a broader ecosystem, which is built on relationships. And nothing builds B2B and B2C relationships like face-to-face collaboration.

Employees need efficient and effective interpersonal collaboration, and are more engaged over video. They expect exceptional quality, instant connectivity, and access from wherever they work. While the business value of external collaboration is easy to understand, it can be difficult to directly quantify. VidyoCloud delivers on this business value, and fosters productive meetings by providing the best video quality in any network environment or device, and even just through the browser, which is another important workflow when connecting external participants.

Beyond enabling external B2B and B2C collaboration, the financial impact from cloud-based video collaboration is significant. Organizations realize savings by combining the standalone spend in web conferencing, audio conferencing and video conferencing rooms. They also experience measurable operational savings due to decreased travel. And an often overlooked benefit is the increased productivity, as on-demand visual collaboration curtails unproductive email conversations.

Try VidyoCloud for FREE to collaborate more effectively with your professional network.

Workflow is King in the Realm of Telehealth

musc600

A lot has changed in the telehealth landscape over the past 5 years. Technology has improved to grant greater access to patients well beyond the metaphorical hospital walls via consumer devices and public Internet. Patients have grown comfortable with video as the new audio through pervasive consumer offerings used in daily life. Policies have changed, amplifying the financial benefits of telehealth for care providers and payors alike. But among all of these changes, perhaps the one that has moved us past the inflection point of the telehealth adoption curve more than any other is the integration of telehealth capability with existing clinical workflow tools such as EHR systems, health monitoring systems, interactive patient care systems, clinical decision support tools, etc.

Clinicians need tools that work the way that they do. They don’t have time to invest learning special purpose technologies that force them to change the way they practice medicine. That’s why Epic’s native integration of Vidyo into both mobile and desktop form factors for both clinicians and patients has been so warmly embraced by caregivers. In the recent MedCityNews article, Dr. James McElligot, Medical Director for Telehealth at Medical University of South Carolina, said, “The records are right there… that is a magical thing for us.”

When you make technology transparent to clinicians and enable them to deliver care remotely the same way they deliver care in person, adoption happens.  Comparing the number of IDNs (Integrated Delivery Networks) implementing video visits to the patient home in fall of 2015 to the beginning of this year, we have seen over a ~400% increase.

Many of the biggest and best healthcare workflow providers have chosen VidyoWorks as their integrated video communications platform for telehealth, and as a result, Vidyo powers telehealth programs across the continuum of care for more than 120 IDNs in the US today. While greater access through error resilient technology that works in poor bandwidth environments and massive scalability to support service delivery to large populations are table stakes, ease of clinical use through workflow integration is king when it comes to clinical adoption. With care providers driving down costly readmissions through video visit follow-ups, telehealth subjects everywhere are chanting “Long live the King!”

See Vidyo’s Extensive Reach in Telemedicine at ATA 2016

ATA-Header-600

The biggest show in telemedicine, American Telemedicine Association’s annual conference ATA 2016, will descend upon Minneapolis May 14-17 and Vidyo’s technology will be displayed in force! From fully customized integrations with medical carts and Electronic Health Record (EHR systems) to new and innovative applications that truly bring healthcare to the home, Vidyo continues to extend its reach into the telemedicine ecosystem and solidify its position as the most pervasive enabling technology in the industry.

Stop by Vidyo’s booth, #1927, to see a sampling of some of the newest telemedicine applications coming to market, or visit any of our 24 partners’ booths across the show floor including:

    Vidyo-ATA-2015-400x300

  • Advanced ICU Care, booth #709
  • AMA, booth #2036
  • AMD Global Telemedicine, booth #902
  • American Well, booth #2203
  • Avizia, booth #1307
  • Mayo Clinic, booth #2320
  • Mercy Virtual, booth #1607
  • Metro, booth #1617
  • Philips Hospital to Home, booth #1725
  • Revolve Robotics, booth #2447
  • Vitel Net, booth #1603
  • West Corporation, booth #1935
  • Yorktel, booth #1921
  • And many more!

Vidyo-ATA-Passport-160x213Don’t forget to take part in our Passport Program to be entered into a drawing to win a brand new Apple Watch or Samsung Gear S2. Pick up your passport at the Vidyo booth!.

We’d love to see you at ATA, our talented team is available for meetings to discuss how Vidyo can address your telehealth needs. Schedule a meeting here, see you in Minneapolis!