WebRTC in Finance€¦ · Web Web 2.0. Key Hygiene Factors •Security •Reliability •Speed...
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Transcript of WebRTC in Finance€¦ · Web Web 2.0. Key Hygiene Factors •Security •Reliability •Speed...
WebRTC in Finance
Brent Kelly
President & Principal Analyst
KelCor
Speakers
• Mark Noble
• VP of Strategic Marketing
• Vidyo
• Chip Wilcox
• CEO
• Temasys
Mark Noble, VP of Strategic Marketing
Video Enabled Customer Engagement for Financial Services
6| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |11/21/2014
Video Communication Has Become Mainstream
Video builds stronger relationships across the web
7| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |11/21/2014
Video-enabled Customer Engagement is Gaining Momentum
American Express Live Chat
Salesforce.com SOS Amazon Mayday
8| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |11/21/2014
When Video Trumps Text Chat and Voice Calls
• High value customers
• High value transactions
• Relationship selling
9| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |11/21/2014
Best Practices for New Video Deployments
Control
Simplify
Deploy
Choose a controllable use case
Consumer: mobile app or WebRTC;Agent: existing workflow app
Postpone call center integration
10Vidyo Inc. Proprietary, Confidential & Patent Pending Information11/21/2014
Customer ContentAgent
• Agent content sharing• Client content sharing• Annotation tools useful
• Start with client in privacy mode• Enable client to send video• Client can always see agent
• No multi-tasking• Agent environment• Physical appearance
Video Customer Engagement Considerations
11Vidyo Inc. Proprietary, Confidential & Patent Pending Information11/21/2014
Top 10 US Banking Firm Wealth management for high net-worth customers
• Financial advisor
• Anytime face-to-face
• Relationship management
12Vidyo Inc. Proprietary, Confidential & Patent Pending Information11/21/2014
Top 10 European Banking Firm Commercial banking for the masses
• Loan origination
• Investment services
• Account management
13Vidyo Inc. Proprietary, Confidential & Patent Pending Information11/21/2014
: Making Banking Personal
• 638 branches
• 1,238 ATMs
• 439 locations
14Vidyo Inc. Proprietary, Confidential & Patent Pending Information11/21/2014
2. Technology Selection 3. Development Partner1. Gain Buy-in
• Experience with video• Proven real-time customer
engagement track record
• Quality over Internet & broadband• Extensible software platform• Ability to scale for growth• Proven leadership in video
communications
• Need business champion• Shares strategic vision• Understands time-to-market
urgency
Getting Started with Video Customer Engagement
SDK
API
Application
15| Vidyo Inc. Proprietary, Confidential & Patent Pending Information |11/21/2014
Thank you!
Mark [email protected]
@Vidyo
The Future of Real-Time Interactions
UC / VCTelco /
OTT Web
Hardware
Software
Embeddable, Contextual
Real Time Interactivity
Landline
OTT
Web
Web 2.0
Key Hygiene Factors
• Security
• Reliability
• Speed
• Scale
• Time-to-Market
Use Cases for Finance
• Internal collaboration– Drive awareness of the technology– Embed to Enhance / Extend existing internal systems
• Customized native applications – external or internal use– Increased security and control over deployments– More fine-grained control over technology than browsers provide– Longer development cycles = unable to move at same pace as specs or
browsers
• Transactions– Amazon Firephone-like Ecommerce – “Augmented Retail-ity”– Peer-to-Peer Payments
