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Business to Consumer Videoconferencing (B2C): The Final Frontier

Business to Consumer Videoconferencing (B2C): The Final Frontier

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Video is a humanizing experience, one that engages customers much more than a disembodied voice on the telephone. But a video call on a PC, tablet, or smartphone isn't just a deeper connection, it's a multi- media connection, one that a sales rep, customer service agent, or technical support rep can use to improve retention and comprehension by sharing data.
Video is a humanizing experience, one that engages customers much more than a disembodied voice on the telephone. But a video call on a PC, tablet, or smartphone isn't just a deeper connection, it's a multi- media connection, one that a sales rep, customer service agent, or technical support rep can use to improve retention and comprehension by sharing data.

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Categories:Business/Law
Published by: Human Productivity Lab on Jun 18, 2013
Copyright:Attribution Non-commercial

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08/02/2013

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www.TelepresenceOptions.com
Vo s   pc, o  s csos c o   sbo- voc o  po. B  vo c o  PC, b o spo s’ js  pcoco, ’s  - coco, o   ss p, cso svc , occ sppo p c s o pov o  copso b s .
Business to Consumer Videoconferencing (B2C)
The Final FronTier
 
Summer 2013 33
F
riction Sur Shop, in New Smyrna Beach, Florida, hasouttted its sta with iPads equipped with Apple's Faceime(a video-calling soware application or supportedmobile devices) to connect online shoppers with in-store reps.Decker Dreyer, the company’s managing director, summed upthe benets in an article on RetailCustomerExperience.com:“We could beat them [competitors] on our home court withexperienced sales reps that know our products and live thebrand,” he said. “When you dial into Friction you don’t just get acustomer service call center, you get guys who represent, in every way, what our products are about. We’ve ound a way to expandthe hip little indie shop eel into online retail.”
For many years the limitations of the public Internet made videoconferencing a mostly internal communications tool. Andeven then, getting a quality connection between two locations withinthe same company could be a problem. But recent advances in VCtechnology, camera and computing hardware, as well as the reliability of the public Internet have eliminated many of these hurdles.
StePPing OutSide
Business rst enjoyed the increased impact, productivity,trust building and connectedness o visual communicationswith internal colleagues through B2B communications. (Formore detail on B2B, please read the companion piece to thisarticle.) Companies have since realized these same benetswhen using B2B VC with partners. But when it comes to theirmost important relationships—those with their clients—mostbusinesses still rely on the telephone.Even i all the issues acing B2B (security, interop, rewalls, dialplans, experience) were completely solved today, it wouldn'tbegin to address the number one problem blocking B2C videoconerencing: the act that most consumers don't haveproessional, business-class videoconerencing equipment intheir homes. However, most consumers have a computer thatcan at least support an acceptable videoconerencing experiencealong the lines o Skype and Faceime.Businesses can connect to the customer's computer in two ways:
t gs C:
 
Most o the current soware-based, business-class videoconerencing solutions include some orm o guestdesktop client. ypically a user within the company can sendan email invite to a customer that includes a link to install theguest client and join the meeting. Te power, exibility andease o use o the guest client make the dierence between agood B2C and a great B2C solution.
iop  Coc VC:
Very ew typical consumers haveaccess to proessional business VC, but everyone can easily access Gtalk and Skype, and soon, WebRC (please seeour article on WebRC in this magazine or more details).In act, hundreds o millions o people already have theseclients installed. New B2C services oer cloud-basedmeeting rooms, which can connect to these consumersolutions, as well as traditional business solutions. hesenew services are built around the concept o connectinganyone, anywhere, anytime.
Business Models and Applications
exPert COnneCtiOnS
Friction Sur Shop isn’t the only business out there doing B2C.Several high-prole Wall Street banks are running pilots withB2C services, including installing telepresence displays in banksto connect customers in the local branch to product specialists.Tese initial programs generally provide “high-touch” service tobig clients, but they’re expected to serve a greater set o bankingcustomers as they grow. Te real power benet here is the ability 
telePreSenCe teCh’S kiOSk OFFerS eye-COntaCt FOr a COmFOrtaBle Call with the remOte agent.
 
34
 
www.TelepresenceOptions.com
 
Basic Features
Deployment OptionsCloud or Hardware BasedCloud Based OnlyCloud Based OnlyCloud Based OnlyCloud or Hardware BasedCloudVirtualized PlatformMeet Me RoomsPermanent "Standing" RoomsVirtual Room Size SupportUp to 25 participants in asingle conferenceCurrently the hard cap thatwe set on the service is 25participants.Up to 28 participants onscreen.Up to 25 participants. Canbe increased.Up to 25 participants in asingle conference.Up to 2participexceedpeak loMeeting ModerationDevice Registration (Easy Dialing)White-Glove / ConciergeData SharingGroup Text ChatiPad / Mobile SupportTelephone Dial-In
Integration / Interop
H.323 / H.264SIPISDN / H.320Microsoft LyncConsumer VC (Skype / Google)
Guest Invite
Proprietary Client / Web AppBrowser Based (WebRTC, etc)
Pricing
Description of Pricing Models AGT offers a variety of options including virtualmeeting rooms and virtualMCU ports.Blue Jeans Networks has avariety of offeringsdesigned to fit thecustomers needs.Flat monthly, based onroom size. Contactqualified resellers for exactquotes.Flat hourly. Starts at $9.Flat daily. Starts at $29.Flat monthly. Starts at $49.Monthly Unlimited UsePlans$199 - 6 person room$799 - Unlimited room sizeMonthy Per Minute Plans$149 - 500 minutes$399 - 1500 minutes$1150 - 5000 minutesFree wisubscriPay asmonthl$2.75/hconnecvideo)
Blue JeanseasyConferenceMyEasyVisionOpenVideoEncoreB2BMI
 
Telepresence OpTiOns
Co Vocofc iop Svcs

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