Pitney Bowes EngageOne Video Improves Customer Engagement by More than 100 Percent
September 14 2015 - 8:00AM
Business Wire
First-of-a-kind customer engagement technology
helps enterprises improve customer experiences to generate up-sell
and cross-sell opportunities, while reducing costs
Pitney Bowes (NYSE:PBI), a global technology company that
provides innovative products and solutions to power commerce, today
announced the global availability of EngageOne Video, a
first-of-a-kind customer engagement solution that delivers
interactive communications designed specifically for each
viewer.
This Smart News Release features multimedia.
View the full release here:
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Pitney Bowes EngageOne Video Improves
Customer Engagement by More than 100 Percent (Graphic: Business
Wire)
“The Pitney Bowes EngageOne Video offering marries
professionally scripted and presented video with advanced
technology, multiple data sources, and either on-premise or
cloud-based delivery to achieve real-time rendering based on user
choices and responses during the presentation,” says Terry Frazier,
Research Director of Document Solutions, IDC. “The end result
is a powerful customer engagement vehicle with a strong value
proposition.”
The technology helps telecommunications companies explain data
and usage charges on billing statements; turns complicated
insurance policies into interactive educational tutorials; and
empowers financial service providers the ability to better
understand and communicate investment options to clients. Each
EngageOne Video acts as both a customer service and sales and
marketing resource, while empowering viewers to create their own
experiences through self-selection of topics and actions relevant
to that individual’s needs. Available around the clock for the
always-on customer, EngageOne Video is developed for the individual
consumer and can be accessed through any device they choose.
Pitney Bowes reports that since the deployment of EngageOne
Video, clients in the insurance, financial services and
telecommunications sectors have seen significant results. Following
an EngageOne Video viewing, customers have reported an increased
understanding of a business’ services by up to 74 percent.
Engagement times with customers through EngageOne Video average
five minutes in length, and in some cases, customers have viewed
the video for 40 or more minutes. Security First Insurance, a
privately-owned insurance provider, even saw video view times
double after implementing EngageOne Video. Currently, Pitney Bowes
has over 200 clients in the pipeline to deploy EngageOne Video
within their own customer networks.
EngageOne Video offers human-like communications that improve
customer satisfaction, lower call center volumes, and deliver
higher customer retention rates. With the ability to draw on
individual consumer insights, EngageOne Video can present tailored
information for new customer on-boarding or billing inquiries, as
well as deliver up-sell and cross-sell opportunities specific to
the account.
By fusing Big Data and predictive analytics with customer
intelligence, EngageOne Video provides a significant customer
service advantage over static videos. Organizations hoping to
address specific questions can build in intelligence, and add
prompts and content most relevant to the customer’s immediate
situation. Added functionality, including comprehensive dashboards
showing video performance and success metrics can also provide
organizations with insights into common inquiries, helping inform
future sales and marketing campaigns, while improving the overall
customer experience.
“Customers are more powerful today than ever before, and their
experiences matter more to a business’ success than any other
strategic imperative,” said Greg Van den Heuvel, Senior Vice
President of Customer Engagement Solutions, Pitney Bowes. “Customer
communication today is powered by interactions in the physical and
digital world. EngageOne Video serves the need for organizations to
engage and interact with their customers at the intersection of
those two worlds.”
View a demo of Pitney Bowes’ EngageOne Video solution here, or
visit us online to learn more details about the product at
http://www.pitneybowes.com/us/engageonevideo.
About Pitney Bowes
Pitney Bowes is a global technology company offering innovative
products and solutions that enable commerce in the areas of
customer information management, location intelligence, customer
engagement, shipping and mailing, and global ecommerce. More than
1.5 million clients in approximately 100 countries around the world
rely on products, solutions and services from Pitney Bowes. For
additional information, visit Pitney Bowes at www.pb.com.
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version on businesswire.com: http://www.businesswire.com/news/home/20150914005298/en/
Pitney BowesEmily Simmons, 843-467-1071emily.simmons@pb.com
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