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Vidyo: Online-Video Customer Service

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Making It Personal Dec, 2014 Comm Tec Workshop Uhingen, 30.09.2015
Transcript

Making It Personal

Dec, 2014

Comm Tec Workshop Uhingen, 30.09.2015

Vidyo Inc.

Vidyo Inc. : Market Leader

300 people fully focused on Face2Face VideoThe World Technology leader, 90 Patents, WebRTCThe Most Deployed Software Platform, 4000+ customersThe largest Video networksHQ in NJ. USA. Offices in NORAM, EMEA, APAC

Integrated with hundreds of applications in Health, Finance, Retail, Government segments

2007

Vidyo’s Tradition of Continuous Innovation & Leadership

2008 2009 2010 2011 2012 2013 20142005

Vidyo wins Technology

Pioneer award

Vidyo named to WSJ Top 50

Venture Funded Companies three

years in a row

Vidyo disrupts multi-screen

telepresence at 1/10 the cost

Vidyo introduces first scalable

virtual desktop video

conferencing

Vidyo introduces first 4K UHD

infrastructure and endpoints

Vidyo introduces unprecedented scalability with

loss-less VidyoRouter networking

Vidyo licenses its essential patents

for H.264 & contributes

scalability IP and leadership to H.265 HEVC

Vidyo awarded first patents for

VidyoRouter architecture

Intel CEO uses Vidyo to

demonstrate first video conference on a smartphone

Vidyo named in list of 50 Disruptive Companies

VP9

Vidyo and Google agree to develop scalable

VP9 WebRTC using Vidyo technology

Vidyo introduces first SVC desktop and room system

clients

Vidyo introduces revolutionary VidyoRouter

architecture and is first to use

SVC for real-time video

• Vidyo founded by Ofer Shapiro & Alex Eleftheriadis

• Designed revolutionary VidyoRouter

• Recruited #1 leader in SVC

• Created core intellectual property

SVC becomes an industry

requirement

Vidyo licenses platform to first OEM partners

Single customer tops 50 Million

minutes of Vidyo per year

Ricoh selects Vidyo as the

platform for their UC solutions

Google licenses Vidyo technology to power Google Chat and later

Hangouts

Nintendo chooses Vidyo to

power Wii U Video Chat

Swisscom launches cloud UC&C service

based on VidyoWorks™

Vidyo awarded WSJ Technology

Innovation Award

Awarded 69th patent

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

The leader in On-Line Video Banking.

Thousands of B2C video Banking calls, daily

"Vidyo is far ahead of the competition with regard to live customer engagement deployments in financial services.”

Phillip Karcher, Forrester Research

GARTNER Magic Quadrant for Group Video Systems, 2015Gartner Places Vidyo in Leaders Section

VIDYO Strengths• Enterprises that have deployed Vidyo's

solution report significantly higher utilization (20%) as compared with utilization of legacy environments (5% to 10%).

• Gartner clients have been more willing to consider Vidyo to augment existing infrastructure deployments and introduce greater scale for personal and off-net video calling.

• Vidyo has simplified its pricing structure to a concurrent licensing model that simplifies sizing and budgeting for new implementations.

Streamlining Business Processes with Video Communication

Marko Cakalic– Country Manager DACH

Applying Video Interactionsto Optimize Enterprise Workflows

Topics

• What Is the Goal?• The Power of Video• Where Video Delivers Leverage• Video in Workflows and Applications

What Is The Goal?

ROI comes from:• Going faster• Using less

• Labor• Materials• Assets• Overheads

• Differentiated solutions

Our focus: communications in business processes

Streamline the business processes!

Communications integrated to

optimize business processes

What is UC – and CEBP?

The Power of Video

• Relationships for Speed

• Relationships for Quality

• Travel-free Availability

• Information for Transactions

• Information for Decisions

• Error Reduction

A sequence of related activities or tasks that serve a particular business goal.• Developing a new product• Settling an insurance claim• Repairing downed power lines

What is a business process?

The usual suspects …

Collaboration-orientedNeed knowledge, ideas, creativity to complete

Transaction-orientedNeed information or approvals to proceed

OR

High volume or high valueMajor value to even slight improvements

Complex or exception-basedValue from software and info assistance

OR

We have seen this before

Call centers, contact centers

• Usually with data access• Usually with agent desktop tools• Other automated services

Interactive voice response• Defined flows and outcomes• With logic and information content• Including voice mail auto

attendants

Look to the value chain

Every enterprise has a value chainUsage profiles align with the value chain elementsValue chain processes have communication stepsSome communication steps are “hot spots” or bottlenecksUC & CEBP apps can streamline or eliminate bottlenecks

Market Sell Make Deliver ServiceDevelopEnterpriseSupport

Market Sell Make Deliver ServiceDevelopEnterpriseSupport

Relationshipsfor Speed

Relationships for Quality

Travel-freeAvailability

Informationfor Transactions

Informationfor Decisions

Error Reduction

R&D

Engi

neer

sMar

ketin

g

Sales

&Su

ppor

t

Prod

uct-

ion Logi

stics

Supp

ort

Serv

ices

IT, H

R, Fin

anceTypical Manufacturing

Usage Profiles

Enterprise Value Chain

RemoteCandidateInterviews

TestObserv-ations

OnlineFocus

Groups

Remote

Diagnostics& Experts

ETC…

Finding Video Apps in the Value Chain

Vidyo-Enabled Business Processes

Expensive Isolated Islands

QoS Networks RequiredRoom Based

This Is What Traditional Video Communications

Looked Like

Different locations

Different workflows

Different tools

Real Life Doesn’t Work Like That...

VidyoWorks™: Visually Enable Any Application at ScaleMeeting the requirements for visual communications today & beyond

VP9

VidyoWorksTM

SDK

VidyoWorks API

H.264

H.265

VP8

Integration with APIs

Quality at Scale

Broad Accessibility(devices and networks)

Affordable

VidyoRouter™

VidyoConferencingTM

Enterprise Communication &

Collaboration

UHD

Customer Engagement

Client Acquisition & Retention

Workflow Integration

Trading systems, Loan Management

Internet of ThingsKiosks, wearables,

appliances, etc.

Custom AppsReal-time video inside

any application

Application Examples

VidyoWorks Showcasewww.vidyo.com/vidyoworks-showcase

Charles Schwab, Inc.

Challenge• Charles Schwab is facing competitive pressure, and desires to enable higher value

add/more rich communications with their customers and internal users• Deliver HD+ desktop Visual Collaboration to 16,000+ distributed users• The solution needs to be on premise, scalable & meet Schwab needs, including

compliance and regulatory• The solution must be customizable to meet future use cases

Vidyo Solution

• Distributed VidyoConferencingTM with Vidyo Virtual Platform

• VidyoWorks API

• Professional Services

Company Overview

• Employees: 16,000+• Total Locations: 1000+ • Annual Revenue 2014 - $6B• Market Cap - $38B

NationWide Online VideoBanking

Video

• Innovative Retail Bank in India• Strategic B2C Project, massive nationwide

advertising campaign• Online Retail VideoBanking deployed since

Summer 2014• 1000 Calls a day, 65%+ repeat usage• Targeting prime and new customers. Online

Experience was identified as a key differentiator to focus on.

• Vidyo has been selected for its flexible API platform and ability to work consumer devices & Networks

“IndusInd Bank is committed to responsive innovation to create customers convenience and offering the most advanced services to our growing customer base,” said Romesh Sobti, Managing Director and CEO of IndusInd Bank. “Our Video Branch ‘face-to-face’ online banking customer service, powered by Vidyo, is the next frontier of banking and brings our branch managers and centralized banking services closer to our customers with highly personal interaction. VidyoWorksTM is the only solution that could deliver on the promise of high quality connectivity from any location, on any device over any network and we are pleased to offer this very high-quality, easy to use service to our customers.”

First UK bank to offer face-to-face video banking

 http://www.barclays.co.uk/PremierBanking/WelcometoBarclaysVideoBanking/P1242685504366

http://www.telegraph.co.uk/finance/newsbysector/epic/barc/11261890/Barclays-to-pioneer-home-banking-with-Skype-like-video-system.html

http://www.theguardian.com/business/2014/nov/30/barclays-roll-out-face-to-face-video-banking

http://www.bbc.co.uk/news/business-30260765

Video

• Strategic Retail Banking transformation project. CEO driven. Large Scale Online VideoBanking for Mobile & Webclient.

• Vidyo has been chosen for Phase 1 Mid 2014, Phase 1 deployment started in September 2014 (4 Months from choice to deployment)

• Phase 2, May 2015: Vidyo is confirmed as the Barclays face2face Video platform, to be deployed to thousands of agents (H2 2015 – 2016)

• Vidyo was chosen against all existing vendors as it provides the expected level of Experience, Reliability, Scalability, Secured implementation and the Flexible API Platform for a complete & very efficient integration

Global OnLine Retail VideoBanking

Customer Care is transforming

• Branch service is being augmented with kiosk and online care• 8 out of the 10 largest banks are in active video chat pilots• 20% of the US IDN have Vidyo health services• The largest retailers are prototyping video chat

From This… To This!

Video

American Well – Direct to consumer medicineRe-defining healthcare delivery for physicians and patients

The ChallengeSimple, reliable on-line care delivery that builds trust in physician-patient relationship and streamlines physician workflow

Why Vidyo?• Simplicity for patients and physicians• Easy integration with web-portal and workflow tools

via API• Consistent high quality over the Internet and wireless• Cost effective scalability

The ResultsOver 100,000 users in the first quarter of service1

1 http://online.wsj.com/news/articles/, 5/8/2014

Making It Personal

Dec, 2014

Thank you


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