Where Would You Be Without QofE - Part 2: Operating Environment and UX

As a service owner, your business relies on you to champion the advanced features of your communications technology. However, if the products and services are not up to scratch, it can be difficult to promote them and therefore reduce the chances of company-wide adoption. This can then have a negative effect financially, which can leave those higher up reeling from the expense of the initial deployment.

At Videocall, we define the business needs of both IT and end users. We analyse all aspects of your business and how best to integrate new or improved video conferencing estate into your existing workflows. In part one of this series, we explained access and usability. In this blog, we look at two important aspects of overall customer success: operating environments and user experience.

Quality of Experience circle

For a more detailed look at our entire QofE process, read our free whitepaper: download now!

Operating Environment

Although we all know the definition of operating environments as the API and user interface combination, our QofE process defines it as the physical area or location from which work is done. With such a wide range of locations now enabled for remote work, there is a real need for unification. This is not just in terms of actual communication, but the assurance that all services and features are performing equally well across all operating environments, whilst maintaining a user’s current workflow.

Woman working from home

For many businesses, the prospect of an entirely remote workforce is a far off ideal and one that may not be right for every single company. However, giving employees – both current and potential – the option to work flexibly has proven to be a differentiator in both attracting and retaining top talent. New employees who have become used to utilising certain platforms, programs and workflows will find it simpler to adapt to your business due to the integration of said workflows your video conferencing solution. 

Whether you utilise an on-premise private network, or your video applications work via the cloud, there is no reason why all elements of your video conferencing solution cannot work together seamlessly. We achieve this by evaluating all environments within the business – desk space, huddle rooms, co-working spaces and the potential areas for remote working. Thereby, we can ensure a solution that joins together with your existing workflows, whether they be through Skype for Business, WebRTC, on-premise, or the cloud. By doing this, we can ensure all employees can choose to work in any location, via any device, whilst maintaining their current workflow.

User Experience

For service owners and IT teams, the end user’s overall impression and usage of video conferencing technology

will be the defining aspect that leads to achieving ROI – something we understand decision makers need to do as quickly as possible. In order to maximise the chances of quick adoption and, therefore, the quickest route to making back an investment, lies in the quality of UX. Essentially, the bulk of whether a solution works or not will be entirely dependent on how many end users need support from IT on a daily basis. Is it simple to use? Can I use it from anywhere? Do I need eight different devices, passwords and methods of connections?

Man using Cisco hardware

The way to define this is to look carefully at how each user community utilises video conferencing as a whole, and how these processes can be made better and more convenient. It may be that you have groups of users who find it simpler to book meetings via Outlook, whereas another team prefers to use Skype for Business. If one set of users is forced to change their methods, it can require further training, new processes and changes to policies; a lengthy way of doing things. Fortunately, as part of Videocall’s QofE, we understand that each piece of hardware and software needs to speak to one another logically and coherently.

An example of how we can achieve this is our Intelligent Cloud Experience (ICE). Our cloud platform leverages powerful technology to traverse the gaps between platforms. Skype for Business users can connect with SIP and H.323 room systems, which can speak to tablets and smartphones, and so on. Furthermore, the way that meetings are scheduled very much affects overall UX. Using our service management platform EAGLE – which can be used on-premise or with ICE – meetings can be scheduled in the platform and appear in Outlook, allowing for greater company-wide clarity and the better management of video conferencing estate for all user communities.

In the next blog, we look at availability and support, and how any video conferencing solution can lose effectiveness without the right technical help from the right people.

Need to know more about why Videocall is different? Get a detailed look at our quality of experience process in our free whitepaper – download now.
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