Vidyo Unveils Telehealth Clinical Design Services at ATA to Accelerate Implementation Success

Telehealth Consulting

Telehealth has been a focus for Vidyo because our care providing customers and partners have made it clear that more efficient use of clinical expertise across their systems is the key to delivering better patient outcomes and economic success in accountable care models. From providing access to a remote specialist, to assessing patients in remote areas to determine if emergency evacuation is needed and even for providing remote monitoring and interventions for chronic conditions such as diabetes, telehealth has proved its place.

Many healthcare providers are looking to drive clinical efficiencies through telehealth programs across the care continuum but often run into challenges. Vidyo’s experience with our more than 120 healthcare system partners representing over 1,800 hospitals in the US has allowed us to recognize that the primary challenge isn’t the technology, but the ability for organization’s to successfully integrate these programs into their existing clinical operations and workflows. Our clinical design service, called VirtualDesign, ensures success for healthcare organizations looking to implement effective and sustainable telehealth programs.

Vidyo has hired Wendy Deibert as vice president of clinical services to help drive the future vision and execution of the new service offerings. Deibert is a registered nurse and one of the original architects and leaders of the Mercy Virtual telehealth program.

If you’ll be attending ATA Fall Forum and are interested in learning more about VirtualDesign services, come visit us at booth #106. Vidyo will also be demonstrating the following telehealth solutions:

Vidyo Transfer Agent – An embedded video application for patient engagement from a website or portal, customized to the healthcare systems’ needs and specification through Vidyo professional services, that enables white glove triage services for patients connecting face-to-face with a live representative. Through the interaction, the representative is able to collect necessary information and assist the patient by connecting him or her in real-time to the appropriate administrator or clinician for help via a warm transfer.

Specialist Consults – Using desktop computers or mobile devices over wireless Internet, remote specialists can join reliable high quality video consultations with patient and care giver in an ambulatory care setting. The remote specialist is able to share and annotate content, control his or her point of view by remotely controlling the patient’s side camera and view the output of electronic otoscopes and exam cameras during physical examination.

Already powering the #1 healthcare app on the App store and having been named a recipient of Frost & Sullivan’s 2016 North American Video Telehealth Enabling Technology Leadership Award, Vidyo VirtualDesign will ensure successful telehealth program implementations for healthier patients and care provider bottom lines.

A Check List For A Successful Video Conferencing Deployment

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For IT managers today, it’s not so much if you deploy a video conferencing solution, but when will you deploy one, and what key factors should you consider for the specific needs of your company. 

A newly published white paper from Wainhouse Research takes a closer look at what factors are driving video collaboration today and what crucial components should be considered when video-enabling your organization including: cloud, scale and quality over mobile.

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In fact, Wainhouse Research has highlighted ten areas for IT managers to keep in mind as they navigate the correct course to create the perfect video conferencing experience possible. We’ll focus on three here.

According to the research:

Reliability – “It is vitally important for IT managers to investigate the inherent resiliency of product service platforms in use. For example, to ensure uninterrupted service, cloud service offerings should be powered by geographically dispersed servers in professional co-location centers.”

Embedded Video – “IT managers should define their video architecture to support native integration with enterprise tools and systems. Ideally, the environment would offer strong and mature APIs and SDKs to support client-specific requirements (branding/skinning) and allow customers to add video to their core business (e.g. contact center tools, customer service systems, marketing and sales automation engines, etc.).”

Security – “Key areas of focus include support for standards-based encryption, adherence to industry-specific security and privacy regulations (e.g. HIPAA), and a roster of security certifications (e.g. JITC).”

Wainhouse Research

There may be a lot to consider when evaluating the best fit for your video conferencing needs, not the least being selecting a solution that will grow with your company’s future needs. The VidyoWorks software-based platform provides the scale and flexibility a thriving company will require as it expands in head count and global locations. Vidyo is available as a cloud service, an on premises solution and a hybrid model as well. A complete solution that addresses what IT managers truly need. Sign up for a free trial today!

The 7 Attributes of Great Video Experiences

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In a former life I was the CMO at Genesys and when I was there, we commissioned several surveys on how consumers felt about customer service. I was stunned by how many people were reluctant to use the phone. As companies start to add video to the array of channels they propose to their customers, it is important to reflect on what should be done differently to make sure it doesn’t face a similar fate.

Vidyo has garnered an impressive experience deploying video services allowing enterprises to engage customers. I want to share a bit of knowledge in the form of a checklist to ensure the experience offered during a video session lives up to the promise.

Don’t spoil the moment!

Video quality matters. One of the shared frustrations with calls to customer service is the time commitment they require. Wait times and transfers to get to the right person are taking too long by our new attention deficit standards. Time has indeed become a currency. Many of us have no longer the patience to block several minutes to make a call to get a question answered. So, when we give our time, we expect an impeccable conversation. The same expectation exists with video. It is actually further exacerbated by the fact that video sessions tend to be longer. Video quality must be on the top of the agenda for your video projects.

Offer universal access

Regardless of the device used to communicate, and the network used to connect, video services need to always be accessible. Moreover, video usage by consumers is highly correlated with smartphones. It is thus critical the video channel accommodates consumers on the go and let them choose when and where they want to engage.

Ensure it is uneventful

For many new technologies, consumers are willing to accept “good enough” solutions, but video communication is measured using a different yardstick. Derailed attempts to make a video call or the inability to consistently rely on it working have a devastating impact on video usage and adoption. There is a table stake expectation of a predictable and reliable connection.

Make it effortless

Like any customer experience provided, a video interaction must be effortless. It means that a video connection needs to be as simple as pressing a button. In addition, it needs to be immediate and on the customer’s terms. Many video services are designed to offer zero-wait time.

Brand the experience

In today’s customer’s economy, a brand is defined by the experience it offers. It is critical that all customer interaction channels offer the same branded experience. Two things make video unique though. As an emerging channel, the experience should be customized in the context of what the customer is trying to accomplish. In addition, video interactions are most often offered as part of a broader experience and need to be woven into their workflows.

Provide a seamless engagement

The purpose of a video interaction is to have a quality conversation with a person. Be they knowledge workers or contact center agents, employees have other duties. So the video experience has to be integrated into their workplace. Furthermore, it needs to manage potential employee interruption and maximize access to the broadest pool of talents.

Guarantee a secure and private connection

Adoption of video hinges on a zero-compromise on both security and privacy. Consumers should be put in control and decide if and how they can activate their video channel.

Video brings a unique, personal touch to customer communications. It adds the necessary face-to-face element to omnichannel interactions. It requires, however, an impeccable experience.

Vidyo Named IDC Front Runner for Video PaaS

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

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

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

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

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

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

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

Ten years ago Vidyo unleashed video conferencing from the room.

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

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

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

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

What can we video-enable for you?

Read the press release.

Introducing the VidyoRoom HD-3

New VidyoRoom HD-3 Video Conferencing Room System from Vidyo

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

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

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

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

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

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

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

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

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

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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.

Video Banking: Coming to a Bank Near You!

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There is an explosion of Fintech in the marketplace right now. Fintech is a term used to describe the technology serving the Financial Services market. These technologies range from mobile payments, peer-to-peer money transfers, alternative lending, innovative omni-channel options like robo-advisors and video banking. These technological advancements are improving the consumer experience and making it more efficient.

When looking at the workflow of how consumers engage with their financial institutions, it becomes clear the importance of video banking technology as a way to build and retain relationships with customers. Think about the last time you went to your bank or credit union. The most recent interaction you’ve likely had with a bank has probably been online or a mobile app, allowing you to quickly handle a transfer or check your account balance efficiently without interrupting your day-to-day life. But sometimes, there is a need to physically visit a branch for something important where a face-to-face interaction is critical. These are the instances when video banking becomes key. Consumers want a personal touch when it comes to banking, they want to know and trust their banking agent, which is why video communications has become such an important tool for financial services. In fact, a recent EFMA research study shows that 80% of the banks surveyed have video banking in their longer-term roadmap and 50% plan to deploy within one year.

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Vidyo is leading the way in enabling financial institutions, like BluCurrent, to provide high-touch, face-to-face customer service with embedded video communication. By installing video-enabled, private banking capabilities in each of BluCurrent’s three physical branches, the credit union has centralized key banking services through one main operations center called the Member Experience Center.


“Vidyo allows the right subject matter expert to be available to the member, regardless of a physical branch. They are able to help the member faster
and get them the service they need as quickly as possible.”

Derek Williams, Chief Operating Officer of BluCurrent Credit Union


And the benefits are being seen in a variety of ways! BluCurrent’s cross sales of banking products have increased by 20 percent since they first video-enabled their banking services and customer reaction has been all around very positive. BluCurrent members who have used the system, rate it 4.5 out of a possible 5, and 93 percent say that they would recommend it to someone else.

At Vidyo’s core is a flexible, patented software solution that delivers consistent high quality video experiences over any device. This is why the largest and most prestigious brands in finance have selected Vidyo to power their video banking experiences. With costs down and client satisfaction up, video banking is a macro-level trend about to take off.