Top 5 Video Conference Self-Service Pointers

December 16, 2013 by Tobias Enders 3 Comments »

What you should take into account while introducing video conference self-services

The deployment of video conferencing booms in many companies. This way they can save costs and increase productivity. In earlier days video conferencing was reserved for top management but this has changed fundamentally. Today video conferences are used by all employees for their daily communication.

Today many companies own 500+ video conference rooms and 10thousands of desktop video conference users. The demand for professional video conferences is growing further and has been up to 30% a year.

The company’s structure used to be set up in a way to correspond to the needs of top management as a strictly controlled managed service. This strictly controlled managed services offers a high security standard for the company, however accounts for a big amount of the budget at the same time.

A remedy can be found in video conference self-services. The big advantage here is the high scalability and the reduced costs compared to the encompassing managed service. The video conference self-service should generally serve as an addition to the existing managed service structures.

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Photo: Interop Events

Anyone thinking about implementing a video conference self-service should take note of the following five points:

1. User expectations

In case you use a high quality managed service already, it will not be an option to not use this service in the future. It is important to manage the user expectations and clearly state for which purposes the self-service is intended. A self-service should predominantly be accessible for all employees. The managed service still makes sense for important meetings of the top management, etc. It can be helpful to communicate the costs of the managed service transparently to the users – a measure which might change their mind rather quickly.

2. Video conference infrastructure

Be aware that existing video conference infrastructure often is not tailored to the needs of the video conference self-service. Ordinary video conference infrastructures only enable low scalability, which means that video conference ports are not unlimited. It might make sense to use a software based video conference structure. These allow for high scalability and low operation costs. Initially it might make sense to use a cloud video conference service.

3. Planning business as usual

Video conference self-service does not mean that normal business can be compromised and the solution automatically works – to the contrary! For high user satisfaction the video conference infrastructure has to be stable, questions of users have to be answered timely and competent and the administration of accounts and virtual video conference rooms has to be managed.

4. Offer trainings

If you offer a video conference self-service, you also have to educate the users in a way that they are able to use the service right. Training is important. That can be seminars, booklets, eLearning training videos and intranet pages.

5. Manage growth

The introduction of a video conference self-service can lead to an enormous demand. Some companies measured the double demand within a year. Pay attention to the impact on your network and on your video conference infrastructure as well as on the daily business. The budget planning should grow too, because financial resources are especially scarce during the year.

I hope these are some good pointers for all our readers considering to look into add a self-service to their portfolio. If you have made any experiences yet around this or just want to share your thoughts, please feel invited to do so in the comments box below. Many thanks!

This post is also available in: German

 
  • Jeff Wu

    While nothing is wrong here in my eyes, I’d like to further add a pointer around inter-cultural aspects. Some countries work great together with self service, whilst others are entirely denying that and anything similar. Also keep your industry in mind: Technology companies definitely will do this, many others might avoid it unless there is a serious business case behind it.

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