2014 has come and gone (wow that was fast!) and 2015 is upon us. Looking at the year ahead there are some exciting technology developments that began in 2014 for AV that should see rapid growth and expansion in 2015. Some of these appeared in our 2014 look ahead but either continues to be prevalent or is seeing even more explosive growth.
The desire to drop wires and interact in AV environments wireless continues to be a major trend and desire for users. In 2014 consumers continue to make technologies like Apple AirPlay and Google Chromecast popular. The end of pushing content from a computer or mobile device to a large screen is quickly becoming common place in the home. This same trend is quickly expanding in the conference room. Crestron and other major players have been releasing wireless media products over the last year or so and there sure to be more coming to market this year. Similar to BYOD, consumer behavior is driving technology use at work.
We talked about 4k in last year’s trends post but 2015 will see even more rapid growth. At the recent Consumer Electronics Show in Las Vegas the proliferation of lower cost 4K displays was impressive. More and more content (streaming services specifically) is becoming available so adoption should grow. On the business side, lower cost will drive more adoption for AV applications that require the high resolution 4K brings (medical imagery, schematics, etc).
Desktop in the Room
Desktop based collaboration technologies continue to drive much of the market. Major players like Google and Microsoft are battling out for market share. As the workforce becomes more and more mobile users desire the ability to bring their desktop or mobile based solutions into the conference room. Solutions like Microsoft Lync room systems or Google’s Chromecast for Meetings bring users familiar desktop setup to the conference room. This will help drive adoption as there is no adapting to different technology in the room.
Lamps are so 2014
Projectors continue to play a large role in many AV environments. But one of the biggest pain points of these devices is the lamp. Just like many other light sources, the bulb in the project can blow out causing downtime. Laser-based lampless projectors are becoming more prevalent as they do not require a bulb change and can support the newest technologies including 4K.
The Convergence of AV and IT
In many organizations AV and IT decisions are handled by separate and disparate departments and at the same time the technologies in a room would work very differently (wiring, etc) than IT systems. Technology is moving to where AV and IT technology is making use of the same network and infrastructure. AV decisions have an impact on IT and vice versa. AS a result these teams will continue to come together and work to create a single system for collaboration that is not disparate and managed in silos. This change has been underway but 2015 promises acceleration as new technology his the market.
2015 is shaping up to be another memorable year for AV. With the economy continuing to gain momentum and job growth accelerating the demand for new technology for employees is sure to accelerate and AV will continue to touch all areas of an organization’s business.
Collaboration technology continues to become more pervasive and more and more organizations are looking to implement these solutions across their enterprises. The motivation behind investing in these technologies range from a desire to reduce travel costs, connecting remote offices, increasing productivity and many others. In many case the technology is incredibly flashy and downright sexy! High resolution video, mobile access, and more; it just looks amazing!
Sexy technology is great but an implementation will fall flat on its face it an organization is motivated purely by the pizazz of the tools or if the needs of the users within the organization are not taken into account.
A recent survey conducted by IT services firm Softchoice reveal a significant disconnect between technology implementation and actual usage. Here are some rather alarming numbers:
- 70% of organizations surveyed provided video conferencing to their employees, only 5% of employees within those organizations used it every day.
- 60% of organizations surveyed provided screen sharing tools to their employees, only 8% of employees within those organizations used it every day.
- 40% of organizations surveyed provided social collaboration tools to their employees, only 10% of employees within those organizations used it every day.
Clearly, this is a significant issue with these technologies in a lot of organizations. The implementation itself, actually getting the tools to work may have been a success but if no one is using it then clearly it’s a failure!
So how do you prevent this type of disastrous result in your company? It’s really quite simple, TALK TO YOUR USERS!
Management will likely have goals and business outcomes that they hope to achieve with the collaboration investment but before that are executed upon, the ender users must be brought in. The easiest way to accomplish this would be to create an online survey and distribute it to the entire organization. In some cases the technology maybe be limited to a subset of users who should be the only ones surveyed.
Another more active approach is to hold company town hall meetings and focuses groups to really get a good idea of what users need and would gravitate towards in their day to day work.
Once the end user data has been collected, work with your technology partner to help align that feedback with business objectives. From there, the proper technology can be designed and architected for the team.
During and after the implementation it is critical that the new technology is announced and marketed to users. Just like when a company rolls out a new product and needs to market it to new and existing customers, collaboration implementations should big internal PR events.
An organization can have fun with this process and hold parties and launch events that get users excited about the technology and even provide them with training. Bringing in food and decorations can help create a fun atmosphere. Additional efforts can include internal email communications, posters throughout the building and even contests based on usage.
Certainly there can be other reasons why collaboration technology implementations fail but there is nothing that will doom its success more than poor user reception and adoption. With everyone onboard and “bought in” to the tools, not only will users make use of the technology but the company will see the desired business goals come to fruition. It’s all about the people!
Collaboration technologies have a myriad of uses including the ability to work together on shared deliverable, meet with customers or prospects, communicate to the masses and much more. These same technologies can also be used to provide services to both internal and external customers. An area where the tools really shine is with remote IT support services.
For anyone who works in corporate America or any organization really, the dreaded call to IT can mean a halt to your productivity and perhaps a loss of important data (always back-up!). For many, these interactions prove to be impersonal and can take up massive amounts of time. In my own experience (certainly not at IVCi though!), the IT group takes over my computer and does not tell me what is happening. Additionally, the person on the other end is anonymous and is not looking to form a connection.
Enter video and web conferencing technologies!
For IT support, screen sharing and remote control functionality is critical. In many cases, the IT support agent working on the system will not be physically located in your office. With remote control software, they can gain access to your system and operate as if they are sitting in front of your screen. This technology has been around for a while and can be had for little to no cost.
The real differentiation is to include a video session along with the remote control interaction. If an end user can see and interact with the person that is operating their computer remotely, it can help to move the process along faster while make the whole interaction far more pleasant!
There are a number of solutions out there that include a video component along with the remote control application. IT departments should really take a look at their processes in how they interact with remote users.
Many of the web conferencing providers have created IT specific tools that leverage the best of their content sharing along with video and IT specific remote control and screen sharing. Cisco WebEx Support Center is a popular solution. It enables high resolution video conferencing along with the ability to watch a user’s screen and take control. Additional features include text chat, a call distributor (to handle support requests to multiple agents from multiple users) as well as file transfer.
There are many other solutions out there and with the advent of web based video technologies such as WebRTC, gaining interactive, collaborative based IT support can be enabled with a single click of a mouse button. The result is a far richer support experience for the user and a highly likelihood of resolution for the agent.
It is critical for an IT organization to analyze and evaluate not just their ability to solve technical issues but also the quality of the interaction and the impression left with the user.
As a manager I have had the opportunity to hire new employees and on-board them into the marketing team here at IVCi. One thing that runs pervasive through our company culture is the use of video conferencing. We “eat our own dog food” and use the very same technology that we are bringing to our customers every day. It is rare for me to use the phone to speak to an IVCi employee or even partner, 9 times out of 10 I am on video.
While most employees are IVCi are used to this and enjoy the use of video, new employees sometimes find it harder to adapt and are even nervous or apprehensive when attempting to use video. This can lead to these same employees simply avoiding the use of video or putting themselves in situations where they can’t use it.
This negative view of video can hurt your organization’s video ROI and make these employees less productive. There are a few simple ways to help apprehensive employees feel more comfortable on video and realize all of its advantages.
This seems pretty straightforward but there are times when users will have problems with making audio properly output from their headphones or their microphone is not working. Combat this by adding video training to new hire onboarding. This can be completed rather quickly and will give those employees the confidence needed to use the technology correctly.
Many organizations that make use of video have telecommuting policies that let employees work from home. One way to promote the use of video with new employees is to allow for work from home days as long as they are ready, willing and able to participate over video. As a manager of a team myself, I have no problem working with my team when they are at home or remote. Video allows me to continue to foster the relationship and work more productively.
When a new employee is starting to participate in meetings with remote employees, simply required all users to join via video. This may mean not including audio dial-in options and making video the only access point. Some employees might react negatively to this but it is important to stress the importance of using video and how it is a pervasive part of the company culture.
Fear of video is certainly not something new. It can be similar to fear of public speaking or just someone who does not like to be seen. Slowly easing apprehensive employees into the video culture will help them adapt. When they are comfortable they can begin to hold their own video meetings and really see the value it can bring.
Last week Microsoft announced that the next version of Lync (presumably Lync 2015) would be re-branded as Skype for Business. Microsoft has been under the gun to make its intentions known with regards to Skype since acquiring the platform for over $8 billion in 2011. So this announcement was expected, although the complete abandonment of the Lync brand is somewhat surprising. In addition to the name change, Lync’s interface is being reworked to more closely match the consumer Skype interface.
While this is a marketing announcement at its core, there are a number of interesting implications. Further, Microsoft has recently spoken of Universal Communications (replacing the idea of Unified Communications, at least in Redmond) and this unification of the product lines certainly adds to that vision.
As I sit here and contemplate the future of Microsoft’s offers, there are a number of interesting and exciting scenarios that come to mind.
Business to Consumer Communications
Skype and Lync have been federated to allow Lync users to make voice calls to Skype users and vice versa. In 2015, video calling will be added. With the ubiquity of Skype on so many consumer desktops and the continued expansion of Lync (Skype for Business) within organizations of all sizes, it’s not hard to imagine a day that a consumer goes to the CONTACT US page for any major brand and there is a Skype option. Consumers would then be able to initiate audio and video calls right into a customer service center or help desk. This could really change the way service is delivered and organizations communicate with their customers.
There has long been a disparity between the technology that consumers utilize in their personal lives and that they use when at work. In recent years, the pendulum has swung to consumers having access to more advanced technology at home and feeling that their work tools are behind. This has led to BYOD (Bring Your Own Device) and other initiatives. With Skype for Business, users will make use of an application at work for communications that will be very similar to what they use at home. This has the potential to impact new employee on-boarding as technology will be familiar and easy to use.
There are numerous solutions on the market that provide deep interoperability with Lync audio and video. These solutions enable standard video conferencing systems (Cisco/Polycom/Lifesize) to seamlessly connect with Lync users. With the integration of Skype and Lync, it will now be possible to connect Skype users into conference rooms and other locations. This has the potential to grow Business to Consumer communications even faster and allowing something like a CEO in a boardroom speaking directly to an end customer on Skype.
There is certainly a lot more to learn from Microsoft about the Skype for Business announcement but this move along with their integration of all services between Lync and Skype open up countless possibilities for communications. The vision of universal communications is even closer!
One of the biggest advantages of cloud based services and specifically cloud video conferencing is the ability to continually roll out new features and functionality without forcing users to upgrade hardware or make additional investments.
Last year, IVCi introduced our Cloud Video Experience service which offers a complete video conferencing solution delivered from the cloud. The service allows video conferencing hardware or software clients to be instantly deployed and connected to a world-wide network. The end result can be an entire organization with hundreds or even thousands of employees equipped with the ability to video call each other or anyone using standards-based video conferencing.
In addition, users are equipped with virtual meeting rooms (VMRs) that allow for up to 30 participants to meet in a single meeting. These VMRs also offer the ability for web browsers and other software like Microsoft Lync to join seamlessly.
Today we are excited to bring the next phase of CVE, the MyCVE portal. MyCVE enables users to easily manage their video conferencing setup, moderate their virtual meeting room and even quickly download any needed software.
In addition to MyCVE, we have also made a scheduling plugin available, making it incredibly easy to schedule a video call directly within Microsoft Outlook. The plugin will automatically create an invite that contains a link to everything the user needs to join the meeting via video.
All About Users
In addition to the innovations above, CVE now offers user based pricing. This means for one low monthly subscription users can be equipped with a video client (on their laptop, smartphone, tablet, etc) as well as an unlimited use virtual meeting room.
The promise of video conferencing is really about giving everyone access. This new licensing and pricing model makes it easier than ever to bring video to your entire organization.
Request a CVE Trial Today!
For AV build outs, the A is certainly just as, if not more, important than the V. Audio can make or break a collaboration environment; creating an experience that provides rich audio to local and remote participants or serving to make meetings impossible to conduct when no one can hear each other or audio from other sources is muffled or difficult to understand.
There are a lot of considerations to take into account on the audio side when designing and implementing your room. An AV solution provider should be able to provide you with the expertise needed to ensure the smoothest audio experience possible. With that in mind, here are a few questions to answer when beginning the process of designing and implementing a new AV environment within your organization.
What’s Outside the Room?
This is an area that many do not consider when building an AV room. If the room is located in a busy part of a building there may be a significant amount of noises from people in other conference rooms, hallways, kitchens, etc. Early on in the process, go sit in the room that is being targeted for AV work and simply listen. Do this at busy times throughout the day (morning when everyone arrives, lunchtime, etc) and see what you hear. If there is a lot of noise, careful consideration must be taken and even technology integrated that can dampen that outside noise. Additionally, acoustical panels and other dampening materials can be used to help reduce the outside noise.
What Are You Talking About?
After you consider the noise outside the room, consider the sound inside the room. Will there be private discussions that need to remain confidential? Will sensitive business or healthcare information be shared? If so, sound masking solutions can provide a way to create a separation in the audio and make it impossible for outsiders to discern what is being discussed or viewed.
What’s that Echo?…Echo…Echo…
Take a look at the openings in the room (doors and windows). Are there a lot of large windows that can cause sound to bounce and create echo? If the room you have selected is full of windows or other openings, it can not only create an issue for sound but also for visuals (video conferencing, etc) with all of the external light coming in. If this is the case, consider shades and other dampening materials. You might also find that after careful consideration a particular room is simply not appropriate for the project at hand and another room should be selected for the integration.
What Kind of Microphones?
Capturing high quality in-room audio and sending it to a remote site for either audio or video conferencing is critical for successful collaborative sessions. There are a lot of choices for the types of microphones that can be utilized in a room. In some cases it makes sense to put microphones right into the table where meeting participants sit. In other situations it makes more sense to hang microphones from the ceiling. There are a lot of considerations for each type of microphone and you should certainly interface with an audio visual solution provider to understand the advantages and disadvantages of each.
Audio is incredibly important to any audio visual project, as clearly evident from all the considerations above. When heading down the path of a new AV project, make sure to give audio the same consideration as visual. The participants in the room and remote attendees will thank you!
It’s a classic technology debate. The decision to implement a new technology solution as an on-premise deployment or move to a cloud delivered service offered by a service provider. This debate rages on nearly all technology decisions from email implementations to video conferencing and collaboration solutions.
For most organizations, Unified Communications implementations include mission critical functions such as voice calling. The decision to move to a cloud consumption model has a lot of areas to consider. Questions around reliability are always raised with cloud services (and in most cases easily addressed) as well as security and the availability of features.
Let’s take a look at how UCaaS (Unified Communications as a Service) differs from on premise and what the advantages and disadvantages are.
- Multi-tenacy vs single-tenacy
For a UCaaS service provider, building a service and delivering it to its customers is a complex task that involves software licensing, service provisioning and more. With many solutions out there, software is licensed and loaded on a server (either real or virtual) and then resources are allocated per organization. In a multi-tenacy model, multiple organizations are being served from the same shared resource. The advantage to this is that costs can be kept down with using the same server for multiple deployments. The disadvantage is that it is difficult to integrate the service into proprietary systems or other tools the company has on premise. In a single-tenancy model, the service provider provisions one set of software and hardware for one customer. This is more of a private setup and allows for integration.
Adding a new employee to an organization can be a complex task. IT and other organizations must coordinate for employee onboarding and getting all their technology in place. When it comes to UC provisioning, there are immediate costs associated with adding new users to the platform. In an on-premise deployment, the organization may have to purchase additional licensing in order to enable that user. That licensing is then owned. In the case of a UCaaS deployment, a new user can be added via the service provider. The difference here is that if that user is no longer needed, they can be removed from the service and no longer paid for. On premise, the licensing has already been purchased. Multiply these types of moves, adds and changes over a longer period of time with many new employees, the investment can really add up.
- Mission Critical
UC tools (especially voice) are considered mission critical to any business. Many organizations may question the reliability of moving these services to a cloud service. The industry has set standards for high availability (HA) data centers that help ensure the time of uptime guarantee that is needed for UCaaS. When evaluating service providers make sure to understand their data center profile. High availability refers to a facility and system that offers near 100% uptime. This can equate to 5 9s (meaning 99.99999% uptime). Key to any evaluation will be Service Level Agreements (SLAs) between you and the service provider. This is not to say that an on-premise solution will provide 100% availability. There are a myriad of issues that can occur with those deployments, especially since they will likely be housed in data centers similar to a service provider.
The answer of to the question of whether or not to take a UC deployment to the cloud or keep it on-premise is really different for every organization. Weighing internal systems, employee size and features will help make the evaluation more straight forward. Additionally, if a cloud service proves to not work in the long run, the solutions can be moved in house. Finding a service provider to work with that offers a strong base of reference customers and technical acumen you can trust is the first step!
At the heart of any audio visual integrated room or environment is likely a control system that facilitates both the communication between multiple A/V technologies as well as the interface to the end user. Control system platforms from vendors such as AMX and Crestron are continuously evolving and providing new features and functionality. One area that continues to be required, however, is the need to program these platforms to the specific room they are utilized in.
Understanding the nuances of control system programming can be rather complex for the user evaluating a new AV solution and even more, how do you know if you are dealing with a provider who has strong control system programming chops?
Here are some key areas to consider and questions to ask:
During the evaluation phase it is imperative to understand exactly what your needs are from a control system perspective. How do you want the system to work? What do you want the interface to look like? During this period it is important to consider the end users who will be working in the room day in and day out. If the room is an executive conference room, automation and simplicity will be important. Your CEO will likely not want to have to move through dozens of screens simply to start his or her meeting. If the users of the room are middle managers who are going to be working with a lot of different content sources or multiple locations, those functions must also be easy to access but also powerful enough to facilitate their meeting needs.
With these questions answered, sit with your AV solution provider and develop a requirements document that outlines all of this information as well as a general flow of how the system will work. Some AV providers will offer a prebuilt platform that provides basic functionality out of the box and your company can simply license this software for their room. If this is the path you follow, make sure you obtain a manual or other usage document that overviews how this platform will work. It will be critical to match this to the needs you have defined.
Programming projects can be tricky to manage and getting them completed on time and on budget maybe a challenge for some of the AV providers out there. When evaluating, speak to your solution center about their project management methodology and what steps they will take to ensure timely completion and how they manage their programming resources. Also, it is important to understand if any of the project will be outsourced or if programming is handled in house.
Testing and Quality Control
Once your AV programming is complete, it is critical that the code is tested with the hardware that will be implemented in the room. Speak to your provider to have a full understanding of their testing and quality control process. Particularly critical to this process is when the code will be loaded and tested. If the plan is to ship all hardware to your facility and then load and test the code there, huge problems can arise! It is possible you will have programmers on site attempting to debug bad code instead of technicians ensuring the room hardware is properly installed. Best case scenario for testing is that your room racks are fabricated ahead of time and tested with the completed code at your solution provider’s facility. This will allow for any changes to the code to be made on the fly and to also ensure that wiring and fabrication work is complete and tested as well.
A final consideration is what will happen to the source code for your project. If you have contracted for a completely custom programming solution, that code should be provided to you at the project’s completion. This is incredibly important because if changes are needed to be made in the future by another solution provider, they will need to have access to all source code. If you elect to use an AV provider’s standard control platform, that source will likely not be provided to you since it’s a standard platform that you are simply licensing.
Control System Programming is the brains behind your AV room so do not take the evaluation of that process lightly. Ask pointed questions of your provider and demand answers and a project timeline. The upfront work will help ensure a successfully implemented room.
The topic of cloud video conferencing comes up frequently here on the blog as well as around the collaboration industry as a whole. IVCi’s latest offering, Cloud Video Experience, provides a complete video collaboration service from the cloud that includes virtual meeting rooms, endpoint subscriptions, and software for desktop computers and iPads.
The specifications of these services are good to know but the question really is how can a cloud service, such as CVE, help my business?
Ensure Quality Across The Globe
Many multinational organizations invest in visual collaboration technology in their data centers through the purchase of hardware and software. These devices are located a central datacenter (or maybe a handful of data centers). This setup can prove to be problematic as remote employees or particularly distant offices must connect first to the data center (which could be thousands of miles away) before connecting back to another user in the local country.
This bouncing of data traffic can result in a poor video experience. CVE provides POPs (Points of Presence) throughout the world that enables video traffic to stay relatively local to the individual making a call. So instead of a user in Italy having to connect to a data center in the United States, they can connect to their local European POP to use video services. The result is a higher quality image and better experience.
Video for All
In many organizations video is a big part of meetings but those who are not located in main offices are usually forced to call into a meeting via audio only. With CVE, those users can connect with a video enabled computer or mobile device (iOS/Android) and enjoy the same benefits of video experienced by the local participants. This can help maintain relationships for remote employees and keep them more engaged.
Expand Your Reach
In the earlier days of video conferencing connecting outside of an organization’s internal network was incredibly difficult. Even more, involving outside parties such as partners and vendors in a video call required complicated setup and testing. With CVE’s advanced infrastructure and firewall traversal technology, it is far easier to connect to someone on the outside world who is video enabled. And for those who don’t have access to video technology, CVE virtual meeting rooms feature web access (via WebRTC). This web access enables anyone with a browser and a camera to join the video call and participate in the visual experience.
Bridge to the Island
Many organizations have implemented unified communications systems such as Microsoft Lync or Cisco Jabber that include video conferencing functionality along with instant messaging, presence and voice. In most cases, these solutions are not able to connect to video conferencing systems in conference rooms or to mobile devices utilizing standards based software. CVE virtual meeting rooms enable interoperability between all of these technologies and allow everyone to participate in the meeting, no matter what platform they are utilizing.
CVE and other cloud based video conferencing services are far more than technical services with a list of specifications and features. Instead they are services that can truly help move your business forward.