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© 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
© Polycom, Inc. All rights reserved. 3
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
© Polycom, Inc. All rights reserved. 4
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
© Polycom, Inc. All rights reserved. 5
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.
© Polycom, Inc. All rights reserved. 6
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
© Polycom, Inc. All rights reserved. 7
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
© Polycom, Inc. All rights reserved. 8
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
© Polycom, Inc. All rights reserved. 9
The 5 Phases of a Video Call
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
© Polycom, Inc. All rights reserved. 10
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
© Polycom, Inc. All rights reserved. 11
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.”
© Polycom, Inc. All rights reserved. 12
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.”
© Polycom, Inc. All rights reserved. 13
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
© Polycom, Inc. All rights reserved. 14
“ The one-size-fits-all approach is convenient but lazy.”
—James Dyson, Inventor
© Polycom, Inc. All rights reserved. 15
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
© Polycom, Inc. All rights reserved. 16
6 Self Service Workflow Models
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
© Polycom, Inc. All rights reserved. 17
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
© Polycom, Inc. All rights reserved. 18
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.
© Polycom, Inc. All rights reserved. 19
6 Self Service Workflow Models
“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
© Polycom, Inc. All rights reserved. 20
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
© Polycom, Inc. All rights reserved. 21
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.
© Polycom, Inc. All rights reserved. 22
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.
© Polycom, Inc. All rights reserved. 23
Point-to-Point Calling versus Meet on the Bridge
P2P: Any-to-any P2P: Meet on the Bridge
© Polycom, Inc. All rights reserved. 24
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
© Polycom, Inc. All rights reserved. 25
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
© Polycom, Inc. All rights reserved. 26
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