Customer Engagement Best Practices: Are Your Customers Camera Shy?

Customer-Engagement-Vidyo

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 sarao@vidyo.com

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*http://gadgets.ndtv.com/telecom/news/telephone-connections-in-india-cross-1-billion-mark-telecom-minister-712083

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

Open-Tele-Patient-Logo

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.

Open-Tele-Patient-Engagement

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.

Open-Tele-Portal

(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.

Resources:

  1. http://www.prnewswire.com/news-releases/global-telemedicine-market-outlook-2015-2020-for-the-17-billion-industry-with-mckesson-philips-healthcare-ge-healthcare-and-cerner-dominating-504372191.html

 

Vidyo Powers the Telemedicine Ecosystem

ATA-Vidyo-Amnon-Gavish

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.

Healthcare-Infographic

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-Infographic-Final

Customer Engagement and Video Conferencing on Wearables at Enterprise Connect 2015

Customer-Engagement-Video-Conferencing

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 press@vidyo.com if you’d like to schedule a briefing. See you at Enterprise Connect!

 

 

 

Vidyo’s Next Phase of Growth, Led by Eran Westman

Eran + Ofer

2014 was a milestone year for Vidyo and our industry. The video conferencing market is in the process of reinventing itself, spurred by cloud strategies and new applications driving innovation across many industries.

Reflecting on the past ten years since I founded Vidyo, I could not be more proud of what our team has accomplished. We had some skeptics in the beginning – but Vidyo’s vision of delivering a high-quality, affordable, scalable video conferencing experience over the Internet was soon realized and some of the world’s largest and most respected companies adopted our novel approach and deployed our products. Creating the first generation IP based video communication tools and innovating a completely new architecture based on scalable video coding, Vidyo has delivered the world’s most advanced visual communications platform in the industry. It was a true blessing to see how we helped improved the way people receive healthcare, collaborate or spend their leisure hours.

Vidyo has achieved a lot since we began our journey in 2005. In 2010 we were recognized by Intel for our unmatched multi-point video conferencing capabilities on mobile devices and later that year the Wall Street Journal took notice when Vidyo was awarded the WSJ Technology Innovation Award for disrupting Internet video conferencing. And in 2013, we were selected by the World Economic Forum as a Technology Pioneer for our platform’s potential to transform the way businesses and society work.

This transformation is well under way. Today we’re enabling a new wave of game changing visual communications applications in the healthcare, financial services, government and enterprise industries. Alaska Native Tribal Health Consortium, for example, has integrated our platform to provide Alaska’s most remote residents access to on-demand, high quality and affordable care over any Internet connection, dramatically changing the delivery of care in rural Alaska. To see our platform deployed by Google, Nintendo, Philips, Ricoh, Hitachi, Swisscom and so many others was very gratifying and underscores the value these industry leaders recognize in visual enablement overall and our solution specifically.

Vidyo-Timeline

As Vidyo starts on the next phase of its growth journey, it gives me great pleasure to welcome Eran Westman into the role of CEO and to be nominated as Vidyo’s Vice Chairman of the Board.

Vidyo’s growth will continue, as visual enablement becomes an indispensible asset to businesses across a variety of markets. With more than 20 years of business leadership experience and demonstrated success in guiding organizations to the next level of growth, Eran is the right person to shepherd the Vidyo team through this exciting next chapter. Since joining Vidyo a year ago he has led sales and support efforts worldwide and brought a strong focus and leadership to that organization. It is with complete confidence that I pass the CEO torch on to him.

I am thrilled to have Eran at the helm of Vidyo, laser-focused on the company’s mission to deliver HD-quality, multipoint video communications within reach of anyone using any application on any device. He has the experience and vision necessary to take Vidyo to the next level. We are grateful to our partners and customers that have joined us on this journey, and it is just beginning, the possibilities are endless.

Ofer Shapiro
Ofer Shapiro is co-founder of Vidyo, serving as Vice Chairman of the Vidyo Board. Ofer has been an innovative force at the heart of major architectural transformations in the video conferencing industry since 1996

 

Vidyo Selected by GetWellNetwork for Patient Engagement and Quality of Care

Bedside Patient Care

The great health care challenge of the day – The IHI Triple Aim – is to improve the patient experience and the health of populations, all while reducing cost. The new realities of care management are encouraging leading health systems, hospitals and clinics to use technology to bring care, connectivity and convenience together for patients and families.

This intersection is the focus of a new agreement between GetWellNetwork®, Inc., and Vidyo, Inc..  In any setting, GetWellNetwork’s Interactive Patient Care™ (IPC) platform educates and empowers patients to participate in and manage their health. The VidyoWorks™ platform integrates directly into the care process, enabling greater productivity for clinicians and new opportunities for patients to engage. Together, the technologies will enhance the quality of, and improve satisfaction with, the patient experience.

Providing clinicians and patients with the right tools at the right time and place is key to delivering better care and a better experience. For example, with the integration of GetWellNetwork and Vidyo, just a few clicks will enable clinicians to conduct secure, real-time consults with other clinicians to coordinate care and optimize the patient’s treatment plan.  The combined technologies will also ensure patients have the ability to connect anytime through live, high-definition video with the friends, family and caregivers that they need for support on their health journey.

“We are seeing great demand for the integrated solution, which is being championed by physicians and Chief Nursing Officers not only for bedsides in the hospital, but also for bringing the same level of patient care into the home and creating a more personalized experience,” says Amnon Gavish, Vidyo’s SVP of Vertical Solutions.

Interactive Patient Care

As demand from providers continues to grow, patients also recognize the benefits of engaging in their care with video conferencing. A recent Harris Poll indicated 64 percent of patients would consider a video chat with their doctor instead of a face-to-face visit, saving time and travel costs. The opportunity to spend time with faraway friends and family can have a significant impact on the care experience as well. Imagine being in a hospital for weeks, but being able to share the room with your dad, who is stationed overseas, or your daughter, who is away at college. Even when just a few walls can feel like a world away, a hospitalized mother could stay connected with her newborn admitted to the NICU.

“Combining Vidyo technology with IPC not only meets a growing market demand but, more importantly, expands the possibilities for patient care and satisfaction,” said GetWellNetwork Executive Vice President and Chief Operating Officer David Bennett. “Now, patients and their families will truly be able to connect with their physicians and caregivers wherever they may be on their health journey.”

IPC and video conferencing help providers in their mission to deliver quality, cost-effective care and a better overall experience across the care continuum. Throughout the care process, patients and families want to stay connected to their providers and to each other. With the integration of VidyoWorks and GetWellNetwork, they will. 

GetWell Network LogoGetWellNetwork®, Inc. provides patient engagement solutions that help health care providers engage, educate and empower patients along the care continuum. Our patient-centered platform, delivered across multiple technology platforms including mobile devices, computers and televisions, enables providers to implement a revolutionary care delivery model called Interactive Patient Care™ to improve performance and patient outcomes. 

The products and features described herein remain in varying stages of development and will be offered on a when-and-if available basis. The product descriptions are provided for information only and are subject to change without notice, and are provided without warranty of any kind, express or implied. Vidyo reserves the right to modify future product plans at any time.