making customer experience personal with...
TRANSCRIPT
![Page 1: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/1.jpg)
Making Customer Experience Personal with Vidyo
![Page 2: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/2.jpg)
2| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Making Customer Experience Personal with Vidyo
eCommerceFinancial Services Telemedicine
Interactive video is the ultimate channel to ensure customers loyalty
![Page 3: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/3.jpg)
3| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Video Makes Online Interaction Personal
Workforce optimizationCustomer loyalty and upselling Intervene to prevent customer leakage
![Page 4: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/4.jpg)
4| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
The Commoditization of Financial Services
Face-less on-line banking is notBanking used to be relationship based
Personal relationships are required to build brand loyalty
![Page 5: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/5.jpg)
5| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Use Cases in Financial Market
• High End Online Video banking in Retail Banking
• Online Video Financial advising Wealth Management / Private Banking
• Video-Kiosks in local Branches
![Page 6: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/6.jpg)
6| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
IndusInd BankOnline Banking, India
• 7 Millions customers in India
• Valuing innovation for a better customer service
• Deploying High-End Online Video Banking nationwide
• Vidyo Selected for – Much better user experience
– Much better reliability/resiliency
– Much Greater Mobile & BYOD support
– Scalability & Cost
– VidyoWorks Power
![Page 7: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/7.jpg)
7| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
RaiffeinsenOnline Banking, Poland
• Major bank in Eastern Europe
• Valuing innovation for a better customer service
• Deploying Online Video Banking nationwide in Poland
• Deploying VideoKiosks in Branches
• Vidyo Selected for – Much better user experience
– Much better reliability/resiliency
– Much Greater Mobile & BYOD support
– Scalability & Cost
– VidyoWorks Power
![Page 8: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/8.jpg)
8| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Some sample VTM and Vidyo Kiosks
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9| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
eCommerce
• Amazon Mayday ups the ante
• Amazon Mayday statistics – 30% increase annual spend
• Increased brand loyalty
• Quality, reliability?
![Page 10: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/10.jpg)
10| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Healthcare Services
Faceless remote care is notUsed to be relationship based
Video care adds visual to diagnostic and reduces patient anxiety
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11| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Effective Video Interaction Requires:
• Support for high scale deployments• Reliable HD quality over the Internet and wireless networks• Affordable for mass adoption• Personal interaction modes:
• Share screen, co-browse• Share video, multiple cameras• Add SME or supervisor• Support barge-in scenario
• Easily integrated into workflows and existing systems
Enhances the ability to support customers and upsell
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12| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Vidyo Contact Center Reference Design
Customer’s Existing
Consumer Portal
Call progress indication
Targeted content on hold
Advanced user settings
Personal service with
live face to face video
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13| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Contact Center Agent’s ViewScheduled and ad hoc
customer encounters
Call queue
Selected consumer data
for pre-call intelligence
SME and supervisor
multi-party support
![Page 14: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/14.jpg)
14| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Integrate with Existing Contact Centers
• Easy integration with platform API
• Multi-tier interaction with escalation
• Leverage 3rd party advanced contact center functionality
Vidyo is integrated with major contact center vendors
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15| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Genesys/Vidyo High Level Reference Architecture
Customer PC
Agent PC
Web Server VidyoWorksAPI
Orchestration Server
Interaction Server
Vidyo Servers
Vidyo A/V/D control and Media
Genesys
Vidyo-Genesys API interaction
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16| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
ININ/Vidyo High Level Reference Architecture
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17| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Why Vidyo?
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18| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Only Vidyo Delivers on All Five Dimensions
Ease of Use Cost Efficiency
Scalability
Quality Extensibility
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19| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
VidyoWorks™
One extensible platform many applications
VP8
VP9
VidyoWorksTM
SDK
VidyoWorks API
Applications
VidyoConferencingTM
Enterprise Communication & Collaboration
Vidyo Contact CenterClient Acquisition &
Retention
Workflow IntegrationTrading systems, Medical
Records, CRM.. Custom AppsReal-time video inside
any application
70% of communication is visual
Better and more personalcommunication where and
when you needH.264
H.265
Awarded more than 50 patents with additional applications pending in 67 patent families
Vidyo’s IP is in all standards – The VidyoRouter is standard proof and protected by strong IP
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20| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Custom Mobile & Desktop ClientsSwisscom Example
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21| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Expanding market opportunity for Vidyo’s disruptive technology
VidyoWorks: New use cases
UC
Rooms Smart
Phones
Tablets
Desktops
Drones –
Fire & Police
Applications
Gaming –
Nintendo Wii U
Integrated Into
Devices
EMR Workflows
Banking Call
Center
eICU Beds - Philips
Social Networks
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22| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Any Device
One Price
Connect your world.
Legacy H.323/SIP
Works on Any Device
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23| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Enterprise Grade Security MattersUse Vidyo to protect client confidentiality and attorney work product
• Component access protection
• Database protection
• Secure firewall traversal
Keep your communications secure and confidential with enterprise grade VidyoConferencing
• Signaling encryption
• Media encryption
• Component authentication
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24| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Legacy ArchitectureVidyo Architecture
Runs Over the Internet,Adapts to Virtually Any Screen and CPU
Medium Resolution – Medium Frame RateHigh Resolution – High Frame Rate Low Resolution – Low Frame Rate
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25| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Proven scale - Customer Example - CERNCERN Dashboard
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26| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Large Consulting Firm - 10,000+ employees
Reached over 65% of company target population in less than a year; 125x higher usage than industry standard
Usage of 1:8 vs audio conferencing (industry: 1:1000)
Rapid adoption for external communication
010002000300040005000600070008000
Seats Count
-
2 000 000
4 000 000
6 000 000
8 000 000
10 000 000
12 000 000
Yearly Run Rate Minute Use
0
200
400
600
800
1000
1200
апр.1
3
май.1
3
ию
н.1
3
ию
л.1
3
авг.
13
сен.1
3
окт
.13
ноя.1
3
дек.
13
ян
в.1
4
фев.1
4
мар.1
4
Guest Users
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27| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
Vidyo Makes Customer Experience Personal
• Jumpstart higher touch customer interactions
– Chat is transactional; Vidyo is personal
– Rich sample code and API suite reduces time to market
– Existing integrations with Leading Call center vendors
• Benefit from Vidyo’s industry leading video communications platform
– Consistent High quality on any device and networks
– Future proofed and customizable software platform
– Unmatched scalability at the price of audio
![Page 28: Making Customer Experience Personal with Vidyoccaltd.kz/files/pdf/produkcia/Vidyo-banking.pdfGenesys/Vidyo High Level Reference Architecture Customer PC Agent PC Web Server VidyoWorks](https://reader035.vdocuments.us/reader035/viewer/2022062504/5aa30ea37f8b9a07758dd9c3/html5/thumbnails/28.jpg)
28| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
What is in it for the Channel?
Enhance projects with Current Customers• Creates new modality for existing deployments with Vidyo for client/agent interaction• New contact center agent seats with additional revenue• New Professional Services engagement; design/install/training
Spear the innovation with New Customers• Enhanced offering above standard call center solutions• Higher Professional Services for complex installations• Higher potential agent seat count for enhanced modality
Support channels goals• Deeper penetration into account; increase customer loyalty• Differentiate the channel offering in comparison with the heavy duty call center vendor• Become a go to SME for Vidyo enabled call center
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29| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |9/11/2014
1 10 Tech Companies Proving Innovation Isn’t Dead, 4/23/2014
Innovation
Vidyo wins 2013Technology Pioneer award
Vidyo named in 2013 list of 50 Disruptive Companies
Vidyo named to WSJ Top 50 Venture Funded Companies
three years in a row
Vidyo Technology creates an Economic Disruption
Vidyo Drives Innovation in Video Communication
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Thank You