video for everyone: 7 winning workflow strategies

© Polycom, Inc. All rights reserved.

Video for Everyone: 7 Winning Workflow Strategies

Kirk Butler

Polycom Professional Services Portfolio Manager

© Polycom, Inc. All rights reserved. 2

Agenda

UC Solutions: Complexity and Simplification

The 5 Phases of a Video Call

Video Conferencing Trends: the Era of the Concierge

The 6 Self-Service Workflow Models

Point-to-Point Calling: Challenges in Supporting It

How to Deploy Multiple Workflow Models


Agenda








Complexity of UC Solutions in 2015

• Multiple manufacturers

• Hybrid infrastructures

• Mixed protocols

Interoperability Workflow Product & Features

• Endpoint types

• Endpoint mgmt strategy

• APIs

• MCU features: cascades, etc.

• Scheduling and connecting

• In-Call Services


Professional & Managed Services Moving With the Market

Increase complexity leads to failed ROIs, end-user frustration, product roll-back

Professional & Managed Services drive a steady progression of building customer success through increased adoption

No CIO wants their investment to fall into this gap.


What Purpose Does Professional Services Serve?

Workspace Experience Workflow

Professional Services is in the business of solving problems

before they appear in the Workplace of the Future


1

Products and Features

2

Scheduling & Connecting

Complete Video Solution

3

In-call Services

Building Blocks of a Video Solution

Many video admins consider two of these elements,

but rarely do they consider all three.

A complete solution is composed of (1) + (2) + (3)

Content-sharing

Recording


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In-Call Services

Recording

Content-sharing

Live-Streaming

Conf Control

Operator Assistance

Scheduling

Users decide to meet over video.

Organizer relays meeting details by phone, email, IM,

scheduling platform

Connecting

Users dial in.

Users click to connect.

Users receive call on endpoint.

Closure Media

Audio & Video Stream

Lip Sync

Noise Cancel

Echo Suppr.

Post-production of recording.

Transcription

Surveys

Reporting

Part 2 Part 1


Agenda








Videoconferencing Trends: From Concierge to Self-Service

• Concierge / VNOC / White Glove

• The user does nothing.

• The operator does everything.

• But concierge services can be

expensive for the company and

cumbersome for the user.

“Walk in the room and the conference has already started.”


Videoconferencing trends: From Concierge to Self-Service

• The era of purely Concierge-led calls

has ended

• We live in a self-service world in which

information workers require less assistance

• Centralized call setup still has its place

Town Hall meetings

Executive conferences

Live Streaming Events

• Video admins want to re-engineer the process

“Walk in the room and the conference has already started.”


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“ The one-size-fits-all approach is convenient but lazy.”

—James Dyson, Inventor


6 Self Service Workflow Models

VMR Characteristics

• Encryption Enabled (Y/N)

• Chairperson Pass Code

• Conference Pass Code

• Locking conferences

• Drop participants

• Bandwidth Rate

• Max # of Participants

• Screen Layouts

• Mute by default

• Roll Call (Y/N): ‘Please state your name’ or ‘John has left the conference.’

Security Functional

Users want control over these settings



VMR = Virtual Meeting Room

Shared VMRs

‘Personal VMR’ Models

Personal VMRs

• Each user has own persistent VMR

Speed Dial VMRs

• Same as above, but room system endpoints are re-engineered for simplicity

RealConnect

Polycom-AVMCU Cascade

Polycom Click-to-Schedule

Polycom RP CloudAxis

‘Click-to-Schedule’

Low user

control over

VMR settings

High user

control over

VMR settings

Basic


6 Self Service Workflow Models “Shared VMRs”

Characteristics

• VMRs are common resources

• Set up as room accounts in directory server

• Users book VMRs as they do a physical conference room

Disadvantages

• Users are less empowered, can’t modify VMR preferences

• Doesn’t scale well in large enterprises

• Less flexible scheduling than Personal VMRs

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User Control Level

Advantages

• Simple to configure

• Calendaring solution

• Basic solution for customers with limited MCU resources


6 Self Service Workflow Models “Personal VMRs” & “Speed Dial VMRs”

Advantages

• This is a highly scalable solution for technology-savvy users.

• With redundant DMA & RMX requires no support – if users drop, they dial back in and reconnect.

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User Control Level

Common Characteristics

• 1 persistent VMR is assigned to a user

• API integration allows more self-service.

• User has freedom to use VMR anytime, from any device.

Disadvantages

• No buttons to initiate scheduling

• No click-to-connect calendar integration.



“Click-to-Schedule” under 3 different models

Common characteristics of these models

• Interface allows the user more freedom to customize the VMR before each meeting.

• Modify PINs, activate chairperson, VMR randomization… all is in the user’s hands.

RealConnect

Click-to-Schedule

RP CloudAXIS

User Control Level


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Point-to-Point Calling – Isn’t this Self Service?

• What about point-to-point calls without an MCU? Isn’t that

a valid type of self service conferencing?

• ‘Any-device-to-any-device’ sounds great as a simple

message. But with multiple manufacturers, multiple

operating systems, multiple protocols…

…point-to-point in a large organization also

multiplies the challenges to support it.


Example: Interoperability Matrix for Point-to-Point Solutions

Imagine you have 10 device types to support. With every change to your

infrastructure – OS upgrades, system outages, data center moves…

…you would have to test and update an Interop matrix like this.

This is why I advocate more scalable Meet-on-the-Bridge solutions.


Point-to-Point Calling versus Meet on the Bridge

P2P: Any-to-any P2P: Meet on the Bridge


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Deploying Multiple Workflow Models in a Single Organization

Define a clear purpose for each workflow model!

Assign one workflow to one Workspace or User Group

Adapt workflows to a User Experience


1

Products and Features

2

Scheduling & Connecting

Complete Video Solution

3

In-call Services

Building Blocks of a Video Solution

A complete solution is composed of (1) + (2) + (3)

Content-sharing

Recording


Thank You – Q&A

Additional Design Clinics

Recorded – Success Factors for Designing Your Collaboration Environment

Recorded – Is Your Data Network Ready for Voice and Video Traffic?

June 16th – Understanding Utilization and Driving Adoption

video for everyone: 7 winning workflow strategies

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