Vidyo Apps are Alive and Well in the Apple App Store and Everywhere Else

You know the saying “A falsehood can travel around the world before the truth gets its boots on”? Well, apparently it applies to trademark infringement as well…

On Tuesday a company posted an app on the Apple® App Store® to record iPhone® screens without jailbreaking, which it called “Vidyo!” (even though we have been using the Vidyo® brand for more than 8 years). This is not our app, and we immediately contacted both Apple and the company to demand that the app be taken down, since we have rights around the world to the “Vidyo” mark including under US registration.

By Thursday the company had apologized to us and acknowledged that they “had no intention to confuse users or infringe any copyright or trademarks” and that they “simply chose Vidyo as a fun and catchy name.” They committed to immediately change the name, but before they could, Apple had already pulled the app for unrelated reasons. Problem solved, right?

Wrong – because media outlets had already posted about this new app shortly after it was launched, and then posted about its removal with confusing headlines like “Vidyo pulled from App Store”, compounding many false associations in the market and on social media.

We would like to set the record straight – the app misleadingly named “Vidyo!” which was briefly posted in the Apple App Store by Innovative Developers this last week has nothing to do with Vidyo, Inc., or our market-leading video collaboration platform and APIs, and the company had absolutely no rights to use our Vidyo® brand. VidyoMobileTM and all our other Vidyo apps which are transforming telehealth, customer engagement and enterprise communications are alive and well on the Apple App Store, the Google PlayTM Store, from our worldwide partner network and everywhere else fine software can be found.

New Faces at Vidyo

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2015 was a momentous year for Vidyo! We brought new and innovative Vidyo-based use cases to market through our growing ecosystem of partners, celebrated our 100th patent, were named a leader in the Gartner Magic Quadrant for Group Video Systems and received validation from Kaiser Permanente Ventures, the Department of Defense, and others of the unmatched value of the VidyoWorks platform.

In 2015 I also stepped into the role of CEO and President and remain more passionate than ever about our market-leading platform and technology and the difference Vidyo will continue to make in the communications marketplace. As CEO I have aimed to establish a customer-centric culture of innovation built upon top talent and because of this effort I am thrilled to welcome Nicholas Reid and Fahim Siddiqui to the leadership team at Vidyo.

Nic ReidNic is Senior Vice President of Product Management and will lead the team responsible for defining, designing and planning the upcoming feature roadmap and user experience for all Vidyo products. Nic is a passionate leader with nearly 20 years experience in product, engineering and technical management. We look forward to the transformative video collaboration experiences Nic and his team will bring to life.

fahimnewhead175.jpgFahim joins Vidyo as Senior Vice President of Cloud Services and is responsible for strategy, business planning and execution of Vidyo’s Public and Private cloud strategy and offerings. Fahim will ensure a frictionless experience for customers using Vidyo’s cloud-based video collaboration platform while fostering developer and partner ecosystems. Fahim brings more than 25 years of experience to Vidyo and we are excited for him to lead this new frontier.

We are building the future of Vidyo and visual collaboration and couldn’t be more excited about the strong team we have assembled. Central to everything we do at Vidyo is the experience our technology provides. When experience and quality matter the most, Vidyo is the clear choice. From telehealth to financial services to customer engagement to field services; customers and vendor partners recognize the competitive advantage of the quality of video that we provide. Video is quickly becoming ubiquitous and we are looking forward to a watershed year in 2016!

Quick Guide to Successful Video Collaboration

Collaboration TipsCollaboration is necessary to the success of any business. When in-person collaboration isn’t possible (when employees are dispersed or traveling), video conferencing is a great alternative. But how can you ensure meetings will be productive and time-efficient? How does preparing for a video call differ from an audio call? Here are a few tips:

Ensure familiarity with video collaboration tools: If a meeting is with important stakeholders or participants using a video collaboration platform for the first time, perform a pre-call test to ensure all attendees’ technology is working properly. This helps avoid last-minute trouble shooting during a scheduled meeting.

Engage attendees: Participation is essential to video collaboration. Look directly into the camera and make eye contact and address attendees by name when asking questions or for feedback. Assign speakers for various topics throughout the meeting.

Don’t Forget Video Conferencing Etiquette: In contrast to audio-only calls, meeting via video requires participants to be dressed appropriately, ready to meet in a quiet place with proper lighting.

Here are a few examples of how not to conduct yourself on a video conference:

Presentation:

Vidyo-Presentation

Background Noise:

Vidyo-Noise

Lighting:

Vidyo-Lighting

Whether you’re meeting with employees or customers, face-to-face meetings via Vidyo are a great way to stay connected.  Easy to use and manage, Vidyo’s technology puts HD-quality, multipoint video communications within reach on virtually any device and Internet connection, anywhere. Share content and videos, collaborate with two or two hundred attendees and benefit from a flawless video meeting experience.

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.

Kaiser Makes Strategic Investment in Vidyo

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Health care companies are actively embracing video-based visits with patients. The general public is more comfortable with video-based interactions. From policy makers to care providers to patients we’re seeing a groundswell for telemedicine. Highest quality, easily available video is an integral piece of the multi-billion dollar healthcare market moving forward and a critical advantage for both healthcare providers and vendors alike.

ipad300x200As we announced earlier today Kaiser Permanente Ventures, the corporate venture capital arm of Kaiser Permanente, made a strategic $10M investment in Vidyo.

We see this investment as validation of the ability of the VidyoWorks platform to address the various needs of major telehealth implementations, especially our ability to seamlessly embed HD quality, reliable video interactions into workflows and applications at scale. Kaiser Permanente CEO Bernard Tyson is “betting big on videoconference technology that will improve online healthcare,” and is “distributing care out of the hospital.”* There is tremendous growth opportunity in the telehealth market, which is projected to reach $34B by 2020.

Vidyo is already strong in telemedicine, nearly half of the top 100 healthcare delivery networks in the U.S. rely on Vidyo for their telehealth applications including Partners Healthcare, Kaiser Permanente, UPMC, Mercy and Carolinas. We have seen significant growth in deployment of integrated solutions like teleICU, patient portals and clinician EHR interfaces. Ours is the only video platform integrated into major Electronic Health Record (EHR) providers, like EPIC and Cerner, accounting for more than 50% of the EHR market, and Vidyo is the platform of choice for Philips Healthcare ICU beds, GetWell Network interactive patient engagement solutions, kiosks deployed in drug stores across the country and virtual care offerings through American Well. Today, there is broad recognition that the future of healthcare is beyond the hospital’s four walls and into the home, and the focus is on implementation.

cart300What sets Vidyo apart is the experience the technology provides. When it comes to making critical health decisions, “good enough” video is not good enough. Vidyo is able to deliver the most reliable, highest quality visual experience that can be completely embedded into applications, workflows or endpoints. Making Vidyo communication a seamless part of the experience is key to driving adoption. We believe that seamless integrations can help eliminate the “tele” in telehealth, and that caring for patients at a distance will become a standard of care that is just part of how medicine is practiced and care is delivered in the future.

Vidyo has seen tremendous traction in healthcare, in fact many times our clinical applications drive interest in Vidyo in non-clinical settings. Telemedicine is a great example of the power of our platform to transform an industry and we are very excited to replicate this success in Customer Engagement, Financial Services, Government and other industries.

* Fortune, April 29th, 2015: The prognosis for U.S. healthcare? Better than you think.

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.

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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!

Count on Customer Engagement this Holiday Season

Holiday Customer Engagement - VidyoThe 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.


And while we’re in the holiday spirit here, don’t forget to check out our special 35% Off Holiday Starter Package! Just click on the banner below and get the details on this limited time offer. Cheers!

Vidyo Holiday Offer

Mitel Ups the Ante for Visual Collaboration with Vidyo

Mitel MiCollab - Vidyo

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!

MiCollab Desktop - Vidyo

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!