Count on Customer Engagement this Holiday Season

Holiday Customer EngagementThe holiday season is upon us and for customer-facing organizations, the holidays can drive the year’s highest volumes of customer interactions. How can organizations succeed in ensuring that customer interactions are helpful and satisfying? Customer Engagement.

Customer engagement goes beyond traditional customer service, it facilitates meaningful, productive interactions between businesses and customers to ensure satisfaction and happiness.

During this hectic time of year (for consumers and businesses) a comprehensive, high impact customer engagement strategy can be the difference between a good and a great holiday season.

Have you considered video-enabled customer engagement?

Today’s consumer is increasingly connected and mobile. Video-enabled customer engagement mimics the in-person customer experience without the hassle of the holiday crowds. Adding on-demand interactive video communications to your customer engagement channel can foster more personal customer interactions that build brand loyalty, create upsell opportunities and foster closer relationships with your customers. With the VidyoWorksTM platform, it’s easy for companies of any size to affordably integrate face-to-face video engagement into their customer engagement strategy

Take care of your customers now, and you’ll find that their loyalty will last long after the holidays are over.

For more on customer engagement for the modern enterprise, check out these related blog posts, this customer engagement infographic and more from the Vidyo website. Ready for more? Access a 21 Day FREE Trial of Vidyo today!

User Adoption and Video Conferencing Deployments

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

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

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

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

Vidyo Adoption-Services

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

Customer Engagement Best Practices: Are Your Customers Camera Shy?


A wide range of businesses from brokerage firms and banks, to hospitals and HMOs, to online retailers and big box stores are launching video-enabled customer services embedded in portals and websites via ATMs, kiosks and mobile apps. Today Verint® Systems Inc, a leader in work force optimization, announced it was using the VidyoWorksplatform to enable video interactions between customers and service employees as part of its Verint Engagement Managementsolution. SEE THE PRESS RELEASE

The more video is used, the more these newly launched customer services face a challenge that is far from technical. Put simply, their customers are camera shy. Will camera-phobic consumers scuttle your plans to add video enabled customer engagement to your business? Not if you do your homework before rolling out the service.

Here are a few tips to ensure your video enabled service is well received by your customers:

  1. Know your customer demographics. Studies show that millennials are significantly more comfortable using text chat, video chat and learning via on-demand video. If the customer base you are targeting has a high percentage of millennials, you can launch new communication channels with confidence. If you serve a mix of demographics, make sure you continue to offer more traditional channels in addition to text and video. 
  1. Is a high degree of intimacy and trust critical to your customers? Deployments of video enabled customer care in highly personalized industries such as healthcare and wealth management have demonstrated that when intimacy and trust are an essential part of the customer relationship, customers of all ages are more open to using video. If trust and intimacy are key, your customers are much more likely to embrace a video experience. 
  1. Do your customers interact with the same account rep or relationship manager each time they interact with your company? Consumers may not be comfortable conversing with a complete stranger over video, but are much more at ease when conversing with someone with whom they are familiar. To this end, if your customers interact with the same person or group of people on a regular basis, they will be more open to adopting video as a tool.
  1. Let them opt out. Your best strategy to alleviate camera shyness may be to open every call with one way video. The customer can see the agent’s video and have a conversation, but the customer’s camera is not activated.  If the customer is comfortable using video, they can opt to turn their video on by clicking a button on the screen. If not, they can still benefit from seeing the agent demonstrate a product or technique, share documents or educational videos, and provide non-verbal communication through facial expression and gestures.

For more on customer engagement for the modern enterprise, check out these related blog posts, this customer engagement infographic and more from the Vidyo website. Ready for more? Access a 21 Day FREE Trial of Vidyo today!


Vidyo in India: Embracing Video Conferencing

Over the past few years in India, Vidyo has seen a significant upswing in adoption of its video conferencing technology, deployment of integrated video communications applications, as well as partnerships across verticals and with service providers– a true testament to the scale, flexibility and value of the VidyoWorks™ platform!

India Government Mobile Video Conferencing

VidyoMobile™ being used by the Government of Andhra Pradesh on a tablet. 

Because Vidyo works on virtually any device and network, either in the cloud or on premises – it is the perfect fit for the specific market challenges in India. With bandwidth being a constant obstacle, Vidyo is the foolproof solution to connect and collaborate using public Internet and wireless networks that can affordably scale as needed.

The need for reliable, scalable technology has become particularly relevant in the Government sector. The Andhra Pradesh & Telangana Conferencing Facility is an example of a colossal Vidyo deployment at the state level where more than 1,200 Vidyo rooms have been deployed across Andhra Pradesh & Telangana’s 23 districts and 1,100 Mandals.

To learn more on the Andhra Pradesh & Telangana Conferencing Facility watch this video case study.

Andhra Pradesh Technology Services (APTS) launched the massive network that provides the State Secretariat in Hyderbad with a direct video conferencing connection to all 1007 district zones across the state, facilitating visual interaction between top level officials and field level personnel.

The national and state governments’ focus on ensuring digital workflows has driven large scale adoption of Vidyo’s technology across multiple departments, from State High Courts to the Department of Financial Services and Department of Education to Premier Government Technical and Management Colleges such as the Indian Institute of Technology (IITs) and Indian Institute of Management (IIMs).

Vidyo partnerships with top service providers like SIFY and Arkadin have also contributed significantly to Vidyo’s success in India. Most recently, our partnership with Airtel, India’s number one telecom provider, has allowed Vidyo to not only grow its footprint, but has given us the opportunity to act as a key thought leader in the video communication and collaboration arena.

Airtel and Vidyo Economic Times

Every month over the course of the next year, Vidyo and Airtel, in conjunction with the Economic Times will be presenting to customers and prospects on the value of video conferencing in business work flow. Listen to our first cooperated effort on the power and potential of video collaboration and watch our TV segment on ET Now: Empowering Enterprises.

But of course Vidyo’s versatile technology is permeating several industries across India! Powerful integrations in the financial services space, such as IndusInd, provided India with the first “face-to-face” online banking experience, and Reliance Mutual, a top Capital Asset Management company in India, also uses Vidyo to power their Video Chat function that allows distributors to connect with Reliance Mutual experts. Together these companies are driving interest in Vidyo across banking services throughout India!

IndusInd Mobile Video Banking

VidyoWorks powers Video Branch, a mobile and desktop-based banking service deployed across India. 

And keep your ear to the ground for new Vidyo applications in Healthcare – yet another vertical that is recognizing the immense benefits of real time video communication. Multiple VidyoWorks integrations are on the horizon that will boost the quality of care and promote better patient outcomes in various healthcare platforms across the country.

With a population of more than 1.25 billion people, almost 980 million mobile connections, the impending launch of 4G services nationwide and around 300 million Internet connections* – the Indian market is ready to embrace the next generation of video communication.

Sunny Rao is general manager of India and can be reached at



Vidyo Positioned as Leader in Gartner Magic Quadrant!

Vidyo Group Conference

Great news! Gartner issued their first Magic Quadrant for the topic of Group Video Systems and Vidyo was one of only three companies positioned in the critically important “Leaders” quadrant!* We see this as a tremendous acknowledgment of both Vidyo’s vision and Vidyo’s ability to execute. Read more about the report in our latest Gartner Newsletter!

According to Gartner, “The introduction of innovative new form factors, software infrastructure and cloud services is reshaping enterprise video collaboration. The following vendors offer potential for greater reach, scale and interoperability while addressing the most critical video user cases.”

Gartner goes on to say, “Group video systems primarily serve the need for high-quality video interaction across a range of meeting room sizes. In addition to one or more screens of video, these systems allow for content sharing, as well as integration with unified communications (UC) platforms. As participants join meetings from outside the conference room, these systems also accommodate desktop and mobile endpoint add-on while providing continuity of experience.”

We believe that being placed as a Leader in the Gartner Magic Quadrant is confirmation of Vidyo’s market momentum. Today customers of all sizes including those requiring extreme security are using Vidyo to visually connect their global teams, and customers, providing the highest level of collaboration tailored to the specific needs of each company.

The VidyoWorks™ platform is being selected by enterprise companies, financial services, telemedicine providers and government agencies and offers an innovative alternative to incumbent providers. Vidyo offers enterprise companies the best and most affordable way to connect and collaborate and as our customers tell us, ‘it just works.’

Don’t forget to learn more about the report in our latest Gartner Newsletter.

* Source: Gartner, Inc., Magic Quadrant for Group Video Systems, by Robert Mason and Tom Eagle, July 15, 2015

Required Disclaimer:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Look Out, Drone Stampede!

Vidyo Stampede Drone Slide

Well ok, not really, but this week Vidyo partner Stampede did announce that it is bringing drone-based video conferencing to life with Vidyo. How does it work? Drones connected to Vidyo endpoint software are able to bring live video feeds into a video conference, providing up-to-the minute bird’s eye-view content for those who need real-time visual information. Stampede’s new solution is a one-stop-shop for ProAV dealers – providing the hardware, software, training and consulting services needed for a complete drone deployment solution. See a video of the drone in action.

There is a lot of conversation around drones – but the novelty often overshadows their real-life applications for the enterprise and public sector. Drones can be used to bring eyes to situations more efficiently and easily. For example, helicopters are currently used to monitor and inspect oil pipelines and oil fields, which can rack up a cost of $1,500/ hour to operate, not including pilot or other personnel fees. A drone or unmanned aerial vehicle (UAV) could bring closer observation than a traditional helicopter at a fraction of the price. An especially relevant use case emerging this week is the use of drones to spot and better understand the behavior of sharks offshore in Southern California.

Drones Landing PadThe Drones Have Landed at InfoComm 2015!

Vidyo is already working closely with police, EMTs, emergency responders and internal communications agencies to help them enhance their current communications and video conferencing capabilities with live images from drones. The VidyoWorksTM software platform affords the flexibility to integrate with off-the-shelf video-enabled devices like drones, medical telemetry equipment, and smart glasses, and connect quality video streams over wireless Internet connections with a diverse set of endpoints.

This announcement coincides with InfoComm 2015, where Stampede and Vidyo are showcasing the solution at the Stampede Unmanned Vehicle University Drone Pavilion (#7042). Vidyo is committed to supporting its many partners at InfoComm2015 including Stampede, Ricoh (#4043) and Barco (#2529).

See a video of the drone in action and additional photos below!

Drone In Flight - VidyoUncaged Drone Stops by the Vidyo Table

Drone Cage InfoCommThe Drone Cage

Empowering Patients with Video-Enabled Telemedicine Technologies


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

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

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


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

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


(Screenshot of the OpenTele Platform for Physicians and Nurses)

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

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




Vidyo Powers the Telemedicine Ecosystem


This month’s 20th annual Telemedicine Meeting & Trade Show (ATA) in Los Angeles brought together innovative companies spanning the entire telemedicine ecosystem. Healthcare has long been a key priority for Vidyo and our growing footprint in the industry has never been more apparent. During ATA Vidyo’s technology was on display not only at the heavily trafficked Vidyo booth, but also across the showfloor as the video conferencing engine behind more than 30 exhibitors’ telemedicine solutions covering the entire continuum of care.

Additionally, Vidyo’s own Amnon Gavish, Senior Vice President of Vertical Solutions, who has been an active member of the ATA for six years was recently named Industry Council Chair for the ATA. In this role Amnon will become a member of the ATA Board of Directors representing the Industry Council, and interact with high-level decision makers, participate in proactive messaging and promotion of telemedicine and influence change on issues important to the industry.

What’s more, Gartner has recognized Vidyo in its Cool Vendors in Healthcare Providers report for 2015 based on tremendous market momentum and leadership. This momentum includes the decision by 40 of the top 100 Integrated Delivery Networks (IDNs), such as Partners Healthcare, Kaiser Permanente and WellPoint, to use the VidyoWorksTM platform to power integrated telemedicine solutions and the use of Vidyo technology by top global EHR management systems including Epic, Cerner and EMIS to embed video communication into existing EHR workflows.

The VidyoWorks platform is present at all levels in healthcare, from clinicians to payors to patients, and Vidyo is at the forefront of the telemedicine industry. Vidyo believes that telemedicine is coming of age, as evidenced in the infographic below. Now is the time for telemedicine and Vidyo is proud to play an integral part in making healthcare to the home a reality for organizations working across the healthcare ecosystem.


Customer Engagement for the 21st Century

Billions of smart phones, ubiquitous Internet connectivity and growing consumer demand for quality, convenience and efficiency are driving forces behind the move by organizations large and small to integrate video communication into their customer engagement channels. The VidyoWorksTM software-based platform makes it easy for companies of any size to embed secure, reliable HD quality video chat capabilities into web portals, contact centers and customer service workflows.

What’s more, adding interactive video communications to your customer service and sales organizations can foster more personal customer interactions that build brand loyalty, create upsell opportunities and foster closer relationships with your customers. Check out the infographic below for more on how video-enabled customer engagement can add value to your business!


Customer Engagement and Video Conferencing on Wearables at Enterprise Connect 2015


Vidyo will attend Enterprise Connect in Orlando, Florida March 16-19 with a focus on video enabled customer engagement solutions for more personal online customer interactions that build brand loyalty and create upsell opportunities across various industries. eCommerce has become a double edged sword for enterprise. On one hand, it provides customers with the convenience they demand for any time, anywhere access to the enterprise’s offerings. On the other hand, eCommerce has turned the enterprise into a faceless web presence that breaks the personal relationship with the customer which is vital to brand loyalty.

With Vidyo enabled customer engagement, enterprises get the best of both worlds with the combination of the convenience and exposure of online service and high touch personalized customer care that is rooted in rich, personal video interactions on any network, with any device.

The VidyoWorks™ platform is a clear choice for high-touch customer service and enables companies to embed visual communications into the web portals or existing contact center infrastructure of financial services, healthcare, and retail organizations to become an integrated component of workflow or business processes. In fact, some of the world’s leading banks have selected VidyoWorks to power their mobile and desktop-based banking services for secure HD video meetings between customers and service reps, branch managers and portfolio executives.

Enterprise Connect 2015 Logo

During Enterprise Connect, Vidyo will demonstrate its customer engagement reference design and several customer engagement applications built upon the VidyoWorks platform in addition to a host of other visual enablement use cases. Visit the Vidyo Booth, #621, to experience the following demos:

    • Field Service Smart Glasses Demo with Vuzix
    • Vidyo Enabled vGreet Kiosk
    • American Well Direct to Patient Care on Desktop and Mobile
    • Vidyo’s Contact Center Reference Design
    • 4K Conference with VidyoRoom
    • VidyoConferencing Universal Meeting Demo

Vidyo executives will also be featured in a series of panels and speaking engagements throughout the conference! Be sure to mark your calendars for the following sessions:

    • Tuesday March 17, 12:30 PM: Revolutionize work flow and brand loyalty with Vidyo-enabled customer engagement, Theater Session with Joan Vandermate, VP Marketing, Vidyo (Showfloor)
    • Wednesday March 18, 8:00 AM: Video Everywhere: What Happens to Your Workflow? Panel Session with Ofer Shapiro, Co-Founder and Vice Chairman, Vidyo (Room Sun C)

VidyoWorks enables dozens of applications across the enterprise with adaptability and scale, leveraging new devices and endpoints as they emerge. One recent example is VidyoWorks on smart glasses, which was selected as a finalist for the Best of Enterprise Connect award.

Smart Glasses Application Field Service

The implementation of VidyoWorks APIs on smart glasses enables amazing see-what-I-see and augmented reality applications with the promise of advancing enterprise communications across industries. Applications range from remote expert assisted field service, surgical tele-mentoring, first responders for telestroke, real-time virtual real estate tours, retail product demonstrations, law enforcement and military missions. Vuzix is the first smart glasses maker to feature this solution on its enterprise-grade Vuzix M100 smart glasses.

Smart Glasses Application Healthcare

For more information please visit the Vidyo booth during Enterprise Connect 2015 (Booth #621), March 16-19 in Orlando, Florida or contact if you’d like to schedule a briefing. See you at Enterprise Connect!