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.

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

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-/

Creating Access and Financial Inclusion Through Video Banking

fujianvtm250The benefits of video conferencing have been well documented, whether creating a more collaborative environment in the workplace or connecting a dispersed work force, an additional key benefit to high-quality, face-to-face communication is the access it provides to services, like healthcare and banking, to those in rural communities.

Video banking is certainly seeing an uptick, as financial institutions continue to transform their digital integrity and consider the best ways to serve their communities. As a result, video banking is growing on a global scale, not only providing a more effortless way to bank, but also creating wider access to banking services to those who otherwise may not have them.

Fujian-Agent250According to the World Bank, two billion adults worldwide do not have access to formal financial services1. This is why the work that China’s Fujian Rural Credit Cooperative & Rural Commercial Bank is doing to provide Vidyo-powered Virtual Teller Machines (VTMs) to serve over 20 million rural customers is of key importance.

Fujian Rural Credit Cooperative & Rural Commercial Bank is the largest financial services provider in China’s Fujian region, and in conjunction with eSOON and Vidyo, are deploying VTMs that provide secure, convenient and instant video banking services to its customers. These services, many of which would have otherwise been required to be done in person at a bank branch, include: bank card applications, account activation, fund transfers and bill payments

The World Bank’s Global Findex Database, goes on to say that leveraging digital technology, is helping to transform the business model for providing financial services to small enterprises and those who otherwise wouldn’t have access, therefor providing opportunities which can help reduce poverty for millions. 

Currently, Fujian Rural Credit Cooperative & Rural Commercial Bank has deployed VTM services using the VidyoWorksTM platform to deliver high-touch, embedded video communications in nine regions across Fujian province.

1. http://bit.ly/1QqNaHl

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.