| | January 20168CIOReviewIn MyOpinionVideo's Inflection Point: It's Time to Jump on the BandwagonSix lessons learned to help your organization deliver award-winning video customer supportVideo is fundamentally transforming how people work, play and connect every day. It has become second nature for people in a variety of settings to use video: the 17-year-old senior connecting with her high school friends; the lawyers working together on a merger in Tokyo, London and Los Angeles; and the new father showing the current state of a crib being built to a contact center agent eager to help him finish the project. It should come as no surprise that video has reached an in-flection point in 2015. For several years, video has appeared on our list of communications trends to watch. In fact, this year it was trend #2, "Video support reaches an inflection point--if you snooze, you lose."Across the industry spectrum, we're seeing companies adopt video in creative ways. For example, hospitality leaders Carnival Cruise Line, Disney's EPCOT Center and Universal Studios have placed two-way, live-video kiosks in high-touch spots. Banks are inviting customers to connect with contact center agents at vid-eo-enabled ATMs. Doctors' offices, hospitals and visiting nurses are joining in the video movement, with the goal of reducing re-admissions and healthcare costs. Insurance agents are looking for property damage, dispense claims, and limit fraud via video. Among field service agents in a variety of industries, video is now a common and valuable support tool.Consumers are beginning to demand video, too. A recent sur-vey by BT, found that, "As video becomes a regular part of daily life, there is growing interest in video chat for customer service and engagement." The survey findings showed that of 5,500 re-spondents:· 63 percent want to use video chat to communicate with organi-zations.· 59 percent would like video on phone calls to see the agent and discuss complex issues.· 25 percent use Facetime/Skype two or three times a week or more.· 34 percent use YouTube first to research new products (not search engine).Customer satisfaction scores in the client service group reinforce these findings. Since becoming the first enterprise support service center to introduce both one-way and two-way video in March 2014, we have seen higher average customer satisfaction (CSat) scores for video interactions than for standard chat: 4.36 vs. 4.27 (5-point custom-er satisfaction scale). This is a remarkable shift in a short time.Is your organization looking to add video for customer engagement or in support of field services? By Mike Runda, SVP & President, Avaya Client ServicesMike Runda
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