Vidyo Supports Disaster Relief Efforts In India

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When disasters hit, coordinating the logistics of on-site aid isn’t always a feasible task. Communications are often impaired making it next to impossible to effectively communicate with relief teams. With the help of communication technologies, the nature of emergency and disaster response is changing and video communication, in particular, has shown to play an increasingly important role in these efforts.

Earlier this winter Chennai, a city in eastern India, had record-setting rainfall and was hit with the worst flooding of the last 100 years.  Chennai was nearly underwater. The community was limited access to basic supplies like milk, water and vegetables. Apart from the basic necessities, fuel supplies and travel were also greatly affected, making it difficult for relief efforts to supply adequate medical care.

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Disaster relief campsite in Chennai with Vidyo-powered telemedicine

To help victims without means of travel and in need of medical consultation, Vidyo provided CURA with access to videoconferencing they could use to provide physician services remotely. Doctors were able to conduct interactive, HD quality appointments, despite variable Internet connections and low bandwidth, using Vidyo’s patented technology. Over the course of a month more than 100 stranded flood victims were able to consult with doctors and nurses to get the care they so desperately needed.

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Doctor consulting with victims at a disaster relief camp in Chennai

The ability to leverage video communications for disaster relief can be truly transformative. We wish the community of Chennai a swift recovery.

For more information on Vidyo in India, read this blog post.

Optimizing Enterprise Collaboration

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Vidyo was founded with the idea that high quality, large scale video communication should be flexible, resilient and affordable. From day one, we have sought to be innovators, disrupting the traditional model of video conferencing and establishing, what has now become the industry standard software-based video conferencing model. We’ve registered more than 100 patents worldwide and our team is constantly pushing to bring our customers the best experience possible.

Today Vidyo announced new key innovations to the VidyoWorksTM infrastructure and platform. These unmatched innovations are designed to better help IT organizations meet the demands of the ever-changing IT landscape. From the rise of remote workers, to heightened security demands to tightening of budgets, IT organizations are looking for technology that will not only meet their immediate needs but prove to be a valuable long-term investment.

Vidyo’s infrastructure innovations improve upon our market-leading platform. Not only do these innovations provide improved manageability, interoperability and security, these innovations make the software-based VidyoWorks platform an even higher performance platform, enabling IT organizations to extend the value of their investment. Key innovations include:

  • 50% reduction of resource requirements without sacrificing performance
  • Improved security to meet the high demands of financial services, government, healthcare
  • Unmatched bandwidth optimization and video quality via the cascading architecture
  • Eliminates the need for a Session Border Controller (SBC) or SIP-aware firewall
  • Easy system management with new administrative UIs
  • WebRTC support, including support for VP9 and simplified interoperability

Arguably, the most valuable information we obtained during this process is the feedback we received from our customers. Their partnerships and input helped Vidyo take a very strong product and platform to the next level, helping us to continuously innovate, making it even better suited to support the enterprise.

Vidyo Positioned a Visionary in Gartner Magic Quadrant for Web Conferencing

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Today we shared news that Gartner positioned Vidyo as a “Visionary” in the Magic Quadrant for Web Conferencing. We are thrilled that Gartner moved us from the Niche Players Quadrant deep into the Visionary Quadrant. This comes on the heels of another key industry report, the Aragon Globe Report on Web and Video Conferencing, where we were named a “Leader”. And earlier this year Vidyo was also positioned as a “Leader” in the Gartner Magic Quadrant for Group Video Systems. We are very honored to be recognized by these well-respected research organizations.

These reports underscore an emerging trend, the convergence of web and video conferencing. The value and demand for a single unified communications platform, that can deliver both the virtues of web conferencing and the quality and scalability of our video conferencing solutions, have prompted many customers to replace their web conferencing with a stand-alone Vidyo solution.

The VidyoWorksTM platform delivers presence, directory and ad-hoc video calling in addition to web conferencing and webinar features, such as click-to-connect, which can simplify ease of use. The Vidyo platform allows customers to address multiple use cases with a single investment.

The VidyoWorks platform to address the evolving requirements of the conferencing market and we firmly believe that offering the highest quality, most scalable and error resilient platform will continue to set Vidyo apart in the future as the web conferencing and video conferencing markets converge.

We see Vidyo’s inclusion in these reports as strong indicators of our continued momentum in the marketplace and we don’t plan to slow down anytime soon!

Google and Vidyo Bring VP9 to WebRTC

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Google just announced that the upcoming release of its Chrome browser, version 48, will have VP9 support for WebRTC.  This is an important milestone for WebRTC and Chrome for a number of reasons.  To appreciate why, it is useful to look a little bit at the history of video codec support in WebRTC as well as Google+ Hangouts, Google’s popular videoconferencing app.

HangoutsWhen Google+ Hangouts was originally launched, it used H.264 SVC, the scalable video coding extension of H.264 that Vidyo co-developed.  The use of scalability in the video codec is essential for implementing a radically different server design for multipoint video, able to deliver an unprecedented range of features: error resilience and localization, rate adaptation, personalized layout, cascading, etc.  More significantly, all this is done with extremely low delay (an order of magnitude less than a typical transcoding MCU), at a massive scale, and without any signal processing at the server.  Vidyo introduced this server design in 2008 in its patented VidyoRouter™ product.

Hangouts moved to use the open-source VP8 video codec in August 2013 so that, among other things, the client could eventually run over WebRTC as explained in interviews by senior Google management. As VP8 does not offer spatial scalability, a simpler version of it called simulcasting was used.  With this technique an endpoint produces multiple video streams at different bit rates and resolutions.  The server receives both, and selects which one to forward to receiving participants. (We later on coined the term “Selective Forwarding Unit”, or SFU, to describe the operation of these servers in a generic way.)

At the same time the transition to VP8 was being made, Vidyo and Google announced that Vidyo would be collaborating with Google to develop a scalable extension for the VP9 video codec as part of the WebRTC client open source project.  The goal is to combine the power of WebRTC with the benefits of scalability to be able to deliver the best possible experience for the end users.

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The inclusion of VP9 in WebRTC in Chrome 48 marks an important milestone in this collaboration.  It is the first widely available software release of this new codec (outside a flag, across all Chrome platforms). The release incorporates the proposed standard RTP packetization for VP9, which was co-designed and developed with Vidyo and Google, and which supports the new scalability features.  Spatial and temporal scalability features in the codec itself are already in the WebM and WebRTC code repositories.

ChromeAs additional experience in deployed applications is obtained, and appropriate API support is made available at the WebRTC layer, we expect they will find their way into future versions of the Chrome browser in a backwards-compatible way.

Vidyo has utilized scalable coding to built a new server architecture for large-scale, very high quality video communication, on virtually any network and device.  This architecture excels in environments that require large scale and/or are hosted in the cloud.  It is also inherently codec-agnostic: the choice of the codec, from an infrastructure point of view, is purely a business decision.  As long as scalability is available, then the infrastructure can perform its magic.

We are very excited that we will soon be able to bring the proven benefits of this design to the WebRTC world. While this release is the first step, as the saying goes, the first step is half the journey.

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.

Vidyo Box Quote

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.

Does Video Matter to Contact Center KPIs?

Net Promoter Score (NPS) Success - Vidyo

You know that moment when you learn something new and then notice it everywhere immediately afterwards, wondering why we hadn’t noticed it before? Well this time it was a Contact Center KPI called Net Promoter Score (NPS) at the Gartner Symposium in Barcelona, Spain.

That first mention of NPS came from a Vidyo customer on stage, who said that his organization’s NPS “doubled” when it moved users from audio to video. No sooner had I heard that, an e-mail popped into my inbox from one of our customer trials talking of a NPS score of 78%. In the booth, one of the conversations with a CIO was about improving the loyalty of their customers and improving the NPS!

For those who are now asking “what’s NPS?”, well its very simple: the Net Promoter System is a methodology for measuring the Engagement level of a customer. This is often presented as a “would you recommend us to your friends” type question, with an answer on a scale from 1-10. The answer is simply translated as follows

Net Promoter Score (NPS) Diagram - Vidyo

  • 1-6 = Detractor – somebody who would be negative about your company or brand
  • 7-8 = Passive – neither detractor or promoter
  • 9-10 = Promoters – somebody that would promote, recommend or speak positively about you

You calculate the Net Promoter Score by deducting the percentage of Detractors from the percentage of Promoters. Thus the higher the NPS the more people you have promoting your brand within their network. Some light research on the web on NPS indicates that there is a strong correlation between NPS and revenue. One Online Retailer speaks of a 30% increase in revenue from customers whom they service using video

So why is this relevant to a video enabled world?

NPS is a statistic that crosses over both audio and video. It’s a consistent measure, linked to a very key business metric – revenue – and allows us to measure the business impact of a technology, not just quantitative measures of a how efficient a call center is.

Let’s use banks as an example. A Bank needs to balance Engagement, Cost and Convenience. Neither online nor branch completely deliver on all 3 fronts:

Net Promoter Score (NPS) on Banking - Vidyo

Yet video enabled banking addresses all 3 at the same time, its convenient, its low cost and yet its delivering well on the Engagement level which typical Online Banking does not. And it’s this Engagement aspect that is measured in terms of the NPS.

During the Gartner Symposium Vidyo spoke to well over 350 senior decision makers about video enabled Customer Engagement and every single one of them could easily see that Vidyo was leading in this space. Vidyo now powers over 50 video enabled Customer Engagement projects worldwide in financial services alone!

What decision makers were all looking for in a partner was a technology that:

  • Scales: The Vidyo platform can scale to huge numbers, with IndusInd Bank in India offering their Vidyo powered ‘Video Branch” service to 8 million account holders
  • Highest Quality & Reliability: Vidyo is designed to deliver the best quality over any network such as 3G, 4G, Wifi etc, to virtually any endpoint, including mobile.
  • Proven & Mature: Vidyo has 4000 customers, millions of users, hundreds of telemedicine deployments and over 50 customers using Vidyo enabled Customer engagements in financial services.
  • Highly Secure: With customers such as the US Department of Defense, banks around the world & compliance with the likes of JITC, FIPS & HIPAA, Vidyo takes security very seriously

When you take a technology such as ours and integrate it into an existing Contact Center, webchat tool, mobile app, call recording technology etc., you can introduce new, engaging ways to serve your customers over a video channel. For each use case that you enable with video, you provide the basis to improve upon your NPS and increase your revenue.

So there you go. NPS. Net Promoter Score, something that can be improved dramatically by video enabling your Customer Engagement platforms. I learn something new every day and I hope you did too!

Mitel Ups the Ante for Visual Collaboration with Vidyo

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Today Vidyo and Mitel shared news of a new OEM agreement that will enable Mitel to leverage Vidyo APIs to embed Vidyo’s industry-leading, software technology into various Mitel solutions including its MiCollab application. Mitel, one of the fastest growing cloud communications providers, powers more than 2 billion connections daily for 60 million end users. This new agreement means that today any of Mitel’s 3,500 channel partners worldwide are able to deliver the best in scalable video conferencing and collaboration to virtually any endpoint!

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MiCollab Desktop Client Integrated with Vidyo

BluCurrent Credit Union in Springfield, MO is one Mitel customer who has already taken advantage of the deepened relationship between Vidyo and Mitel to better serve its clients.

BluCurrent Credit Union is Springfield’s largest credit union with nearly 20,000 members, 3 branch locations, and over $140 million in assets. BluCurrent provides access to more than 6,800 shared branches through its unique CU Service Center affiliation, and nearly 30,000 free ATMs nationwide through its CO-OP Network membership.

“We are confident that face-to-face video communication is revolutionary for banking – empowering our members to communicate with our representatives to do business more easily and efficiently,” said Jesse Jantz, VP of Information Systems, BluCurrent Credit Union.

Currently BluCurrent uses MiCollab, integrated with Vidyo, to facilitate convenient face-to-face interactions between customers and advisors that may be located elsewhere in the region.

“Our members are able to come in to any of our locations, and do a face-to-face video call with our skilled professionals in our central location. Centralizing with this technology enables us to more quickly and effectively service all of our locations without asking members to have to come to our main office. Vidyo and Mitel allow us the ability to offer our members the choice to meet with a virtual advisor, without physically coming into a branch. With just one click of a button, members will be able to connect from their desktop or mobile device in the near future,” Jantz added.

Companies across industries are adopting video-based communications to facilitate easier, more productive interactions with end customers. In financial services, the benefits of a strong digital collaboration strategy can lead to improved customer engagement and retention, according to a recent study from Fidelity Investments. According to the report better tech, like video conferencing, helps build the practices of financial advisers. The study states that advisers who use the latest tech tools had almost 40% more assets under management and more client investors from Generation X and Y.

Ready for more? Find a Mitel partner near you and ask about Vidyo-enabled MiCollab!

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

Connect with Vidyo at Gartner Symposium /ITExpo 2015

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It’s that time of year again, Gartner IT Symposium and Expo in Orlando! Don’t miss this opportunity to see first-hand the ecosystem of Vidyo-enabled applications for Healthcare, Customer Engagement, Financial Services, Field Services, Vidyo on drones, smart glasses and much more!

Vidyo’s CEO Eran Westman will be speaking to attendees on Video-Enabled Workflows as Part of a Digital Leadership StrategyTuesday October 6, 10:30-11:15 ET in Europe 10

You can find Vidyo at our booth in the Visual Collaboration Zone at the Yacht Club and on the IT Expo show floor (booth #328).

Don’t miss Vidyo at Gartner IT Symposium 2015! Schedule a meeting and add Eran’s keynote to your Gartner itinerary today!