“Hello, I am your Videoconference Operator. How can I help you?”
It is 9.30 am. The reception of the conference facility welcomes a group and accompanies them to their previously booked videoconference room. When coming to the room they see their colleagues have already arrived and started with the preparations. A colleague of the group cannot make it on time and has informed the other group members that he wants to participate via telephone. He is already dialed in and takes part in the preparations. A 30 minutes preparatory meeting takes place. Afterwards a signal is given and at 10 am sharp the business partners are connected as well. The negotiations can begin. In the background works the managed service.
That is how daily business can look like with managed services. In the example we have chosen, a back-office videoconference operator prepared the videoconference. The preparations begin before the actual videoconference with the operator testing all videoconference rooms that will be dialed in. Thus a smooth running of the videoconference is ensured. Problems can be identified and solved beforehand. Special requirements or processes can be adequately tested and when in doubt be revised.
Also for the colleague who could not come to the conference room in person, a managed service has advantages. The responsible operator can quickly take action and change the infrastructure according to the new circumstances. He opens the dial in port for the telephone and immediately passes that information on to the participant.
The participants from the business partner also profit from the videoconference operator. While the preparatory meeting still goes on, he already has “taken care” of the “external” location. The location is connected in a sub-conference and audio and video quality are tested. After a successful check the room awaits the starting signal to enter the main conference. After the participants have given their “OK” the external location has been connected to the main conference and the meeting can begin.
These and others are the daily tasks of a managed service videoconference operator. Our example illustrated the preparation and testing in a pre-call, which allows the participants to completely focus on the videoconference itself. Technical functionality and completeness of the meeting are taken over by the operator.
Working according to time schedules also is a means of organizers to be able to draw up very complex videoconference settings and allows participants a high degree of flexibility.
Videoconference monitoring is another task that will be taken care by the operator. In case of technical problems the operator can react immediately. This however does not mean that the operator is able to follow the content of the conference. He rather monitors the endpoints and the infrastructure and thus is able to identify alarms or other abnormalities and quickly analyze and solve them. This guarantees a smooth and uninterrupted videoconference. The participant can focus a 100% on the meeting, because he is not distracted by operational details.
Managed services account for an increasing efficiency and reliability in videoconferences, which also presents new opportunities.
Do you have experiences with this topic? Have you ever been in a situation where you would have wanted an operator? I am looking forward to your stories and reactions!