BT has launched a new service that lets companies direct and produce personalized video messages designed to help businesses more effectively communicate with their customers. The video capabilities will be part of BT’s Cloud Contact portfolio of services, using industry technology from Idomoo.
The service, which has already been piloted by two leading UK retail banks, features personalized voice narration and individualized data so that each customer knows the video is uniquely his or hers. The service can also be for standard business to customer communications, and could especially useful for customers who have difficulties with traditional printed documentation such as those with visual impairment.
Most languages are available for both text and voice – and these can be selected by the customer as they watch the video. Video delivery is available to a customer’s computer, tablet, smartphone or smart TV.
Commenting in a statement on the service, 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 personalised interactions, thus improving customer service and increasing sales.”
He added, “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, personalised videos provide a new way to reach customers.”
In other news, battle lines continue to be drawn over FCC plans to issue new net neutrality regulation next month. This week, both the U. S. Congress and Senate committees plan to hold hearings on legislation that could bar the FCC from reclassifying broadband access as a Title II service as requested by President Obama.
As we noted earlier this month in our Predictions for Unified Communications in 2015, we aren’t optimistic that net neutrality legislation will be passed into law. But even if it does go that far, we suspect that like FCC regulations, any law passed would also end up challenged in the courts by parties on both sides of the argument.