BT Adds Video Messaging Service to Cloud Contact

BT is incorporating personalized video capabilities into its Cloud Contact portfolio of services, using technology from Idomoo to enable businesses to send short, individually tailored, high-quality videos to millions of customers.

The Cloud Contact personalized video service, which has already been piloted by two U.K. retail banks, allows businesses to create video message templates and then integrate data relevant to individual customers to generate unique and personalized messages. 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 and on-boarding to statements and other regular customer communications. Most languages are available for both text and voice and can be selected by customers as they watch the videos. The service can also provide information to customers who have difficulties with traditional printed documentation, such as those with visual impairments.

The service is delivered from the cloud and can be fully integrated with an organization's Web presence, enabling near real-time creation of personalized videos, delivered direct to the customer's computer, tablet, smartphone, or smart TV.

"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," Andrew Small, vice-president of unified communications and CRM at BT Global Services, said in a statement. "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."

"BT has a great track record in working with innovative companies like ours, and we are pleased to be partnering with them," Yaron Kalish, co-founder and CEO of Idomoo, said in a statement. "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."

"Using Idomoo's personalized video solutions is a novel way to attract customers' attention," said Aphrodite Brinsmead, an analyst at Ovum, in a statement. "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."

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