BT introduces personalized video capabilities into its Cloud Portfolio

BT has announced that it is incorporating personalized video capabilities into its Cloud Contact portfolio of services, using industry-leading technology from Idomoo. This will 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 leading UK retail banks, 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.

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."

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.

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 direct to a customer’s device, which can be a computer, tablet, smartphone or smart TV.