BT just announced that it is incorporating personalized video capabilities into its Cloud Contact portfolio of services, using industry-leading technology from Idomoo, which will enable businesses to send short, individually tailored, high-quality videos to millions of customers.
Two leading UK retail banks already deploy the new offer and are on the right track as Aphrodite Brinsmead, analyst with Ovum, confirms: "Using Idomoo's personalized video solutions is a novel way to attract customers' attention. Today's customers are bombarded with information and advertising across the Web and mobile devices, and Idomoo's videos offer a new way to portray data in a visually stimulating format. The solution will enable enterprises to automate parts of live customer service conversations, reach a large audience and intrigue customers. As the video can be watched at a convenient time for the customer it has the advantage of being less intrusive than an outbound call.”
The advantages speak for themselves, as well as the fact that the Cloud Contact personalized video service allows businesses to create a video message template and then easily integrate data relevant to an individual customer to generate a unique and personalized message. Personalized voice narration and individualized data ensures that each customer knows the video is uniquely his or hers.
Businesses can use the service at every stage of customer engagement, from initial marketing, through on-boarding, to statements and other regular customer communications. Most languages are available for both text and voice – and these can be selected by the customer as they watch the video. The service can also be used to provide information to customers who have difficulties with traditional printed documentation, for example people with visual impairment.
Andrew Small, vice-president, Unified Communications and Customer Relationship Management (CRM), BT Global Services, said: "Our new service helps businesses connect with their customers in a much more creative and engaging way. It helps them create deeper, more personalized interactions, thus improving customer service and increasing sales. This ultimately leads to greater confidence in brand and increased customer loyalty, resulting in great business outcomes. Whether it is sending account updates, loyalty-point notifications, new offers or any other kind of customer communications, personalized videos provide a new way to reach customers."
The service is delivered from the cloud, meaning there is no initial capital investment. It can be fully integrated with an organization's web presence, enabling near real-time creation of personalized videos, delivered directly to a customer's device, which can be a computer, tablet, smartphone or smart TV.
Idomoo's technology finally eliminates the biggest barrier to video advertising - the hassle of the video production process, including creative, shooting, rendering, production and distribution – a service which BT offers its clients now to keep their customers informed, engaged – and entertained.
"We believe personalized video will continue to have a huge impact on the way companies communicate with their customers, whether it's for periodic communications like statements or specific promotional campaigns. We are looking forward to building on the success we have already seen with BT in the financial services market to help deliver personalized video solutions around the globe," affirms Yaron Kalish, co-founder and CEO of Idomoo.