Creating a Video Enabled Banking Strategy

Brian Gilman

May 2017

VP, Product/Solutions Marketing

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Vidyo Overview

• Highest Quality Video Collaboration

• Software Architecture- 120 Patents

• Cloud - Hybrid- On-Premises

• APIs, Integration, Customization

• Unmatched over mobile

• Scalability, Security, Resolution

• Healthcare, Finance, Government

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Industry Recognition

2016 Leader in Gartner Magic

Quadrant for Group Video Conferencing

2015 Visionary in the Gartner Magic

Quadrant for Web Conferencing

2016 Finalist- Best of Enterprise Connect

2015 Frost and Sullivan Global Video

Conferencing Leader

MobileUbiquity

CloudAdoption

ContactCenter

Evolution

B2CFocus

ConsumerPreference

Trends in Video Customer Engagement

Device proliferation: 72% of adults own a smartphone1

In 2016, 76% of organizations hosted up to half their

software applications in the cloud, with continued

growth expected for 20172

By the end of 2017, 1/3 of Contact Centers will

deploy video chat3

More than 20% of the Global 500 will be using video

chat for customer interactions by 20184

>25% of consumers would move their money to a different

financial institution for video advice5

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• Reduce costs of client channels

• Improve customer service to deliver information the customer needs at a time and place of the customers choice

• Improve operational efficiency and productivity

Challenges Facing Financial Services

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• The world has shifted to digital

- Interactions get dis-intermediated and shift to self service

• Yet live interactions remain critical

- Trusted escalation

- Advice

- Moment of truth

• Video is unique

- Enables fully engaged conversations

- Be responsive on consumer’s terms

- Seizes the moment

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Video Matters!

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For moments of truth

– Advice in the moment

– Positive emotions impacts CX

– Drive engagement

For getting things done

– Effortless access to a human

– Remove uncertainties

– Provide efficient escalations

© Copyright 2016 Vidyo Inc., confidential, proprietary and patent pending information

Context Defines the Role of Video

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4 Major Use Cases for Video

Assisted Self-Service

Consultative Selling

Visual Support

Expert Access

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You cannot compromise on the quality of the experience

Quality

Accessible

Reliable

Branded

Integrated

Secure & private

Effortless

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Why Vidyo?

• Quality and reliability of video communication second to none- Dynamic adaption to network conditions

• Effortless video addition- Powerful APIs to customize, make repeatable, and brand the experience

• Managed, secured, and private service- Available from the cloud or hosted inside your enterprise firewall

• Let video to be woven/embedded into omnichannel experiences- Packaged integrations with Contact Center & CRM leaders

• Expertise and proven methodology- Broad references across industries

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Vidyo & Genesys/ININ Bring it All Together

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Consumers Credit Union

THE NEW MEMBER EXPERIENCE

THE BUSINESS NEED

• Key initiatives

• Modify our existing business model to support the shift in how consumers are doing business

• Centralize back-office staff, then evaluate our existing locations for possible remodel or relocation

• Provide an enhanced and consistent Member experience through all channels

• Improve credit union performance

• Leverage new technology to improve efficiency, quality and member engagement

OUR CENTRALIZED BUSINESS MODEL

• In January 2014 we centralized our sales reps (new accounts and loans)

• 16 Member Experience Advisors

• 2 Online account processors

• 2 Assistant Sales Managers

• 1 Sales Manager

• The Service Center

• 1 Member Experience Manager

• 1 Assistant Member Experience Manager

• 1-2 Member Experience Specialists

• 1-2 Universal Member Experience Reps (hybrid of Concierge and Teller)

• 1 Member Experience Rep (teller) Lead

• 4-10 Member Experience Reps

OUR CENTRALIZED BUSINESS MODEL

• Successfully converted all 6 locations by December 2014

• The Contact Center (18 video agents), VISA (5 video agents) and Mortgage (23 video agents) departments added to video interactions Q1 2016

• Specialized account services: In-branch service rep

• Teller Services: In-branch teller

THE MEMBER EXPERIENCE OFFICE (MXO)

THE VIDEO AGENT

MOBILE VIDEO INTERACTIONS

• Mobile Video Chat launched in January 2017 for IPhone and Android February 2017.

WEB VIDEO INTERACTIONS

• Web Video Chat (Chrome users) launched December 2016.

BEST PRACTICES/LESSONS LEARNED

• Determine if a need exists

• Intellectual consensus among the Senior leadership team

• Communication is key

• Gain employee buy in

• The right people, in the right positions, using the right processes

• The consumer experience comes first, technology comes second

• Stakeholder involvement

THE BENEFITS

• Decreased wait times

• The average wait time went from up to 1.5 hours, depending on the branch, to under 2 minutes to open a new account or apply for a loan

• The ability to monitor volume through all channels since interactions are queued through I3.

• Consistency in Member service and experience across channels as a result of uniform coaching among sales staff

• Specialized service from Subject Matter Experts (SMEs)

• Increased Member engagement by use of video and exposure to technology

THE BENEFITS• Allows for scalability as we continue to expand outside our current footprint

• Increased Member satisfaction

• Member satisfaction rating increased from 91.5% in 2014 to 95.8% in 2015

• 97% of Members who completed a video interaction were extremely satisfied or satisfied with their experience

• Our net promoter score in 2015 85% (based on most recent purchase)

• In 2014, 46% of our employees were either promoted or transferred to a new position. No employees were laid off due to this business remodel

• Improved overall credit union growth: Double digit loan, deposit and membership growth year over year.

• We are now a $1billion credit union!