Making Customer Experience Personal with...

Making Customer Experience Personal with Vidyo

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


Video Makes Online Interaction Personal

Workforce optimizationCustomer loyalty and upselling Intervene to prevent customer leakage


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


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


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


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


Some sample VTM and Vidyo Kiosks


eCommerce

• Amazon Mayday ups the ante

• Amazon Mayday statistics – 30% increase annual spend

• Increased brand loyalty

• Quality, reliability?


Healthcare Services

Faceless remote care is notUsed to be relationship based

Video care adds visual to diagnostic and reduces patient anxiety


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


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


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


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


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


ININ/Vidyo High Level Reference Architecture


Why Vidyo?


Only Vidyo Delivers on All Five Dimensions

Ease of Use Cost Efficiency

Scalability

Quality Extensibility


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


Custom Mobile & Desktop ClientsSwisscom Example


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


Any Device

One Price

Connect your world.

Legacy H.323/SIP

Works on Any Device


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


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


Proven scale - Customer Example - CERNCERN Dashboard


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

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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

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ию

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ию

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дек.

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Guest Users


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


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


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

http://www.eweek.com/cloud/slideshows/10-tech-companies-proving-innovation-isnt-dead.html

Thank You

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