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Not All Video Service Providers Are Created Equal
As companies migrate from traditional ISDN networks to more cost effective and reliable IP networks, video conferencing is being subsumed into the traditional IT organizations. For companies who have video networks in place, and for those considering video for the first time, a managed service provider may be the right decision. This is particularly true for companies who don’t have the internal resources and expertise and who may want to apportion resources in other core areas of their business.
With video moving into the traditional IT space, companies are being presented with managed services offerings from a myriad of providers and almost none of the offerings are the same. The definition and approach companies take to deliver managed services can vary greatly. Anyone considering a video managed service provider needs to carefully consider all of the options and really dig into the various offerings.
First and foremost, all managed services offering are not created equal. The available options are becoming more and more confusing, and are being offered from integrators, value-added resellers, traditional telecommunications companies and new entrants. It’s important to consider that video networks, infrastructure, processes and best practices are not necessarily the same as traditional IT services. Many of the companies moving into video managed services are taking traditional IT managed service models and applying them to video-centric networks. This typically involves throwing a large number of people and any number of off-the-shelf software solutions at the problem. The result is typically a solution that (1) is ad hoc and not reliable, (2) lacks video best practices, (3) is not tightly integrated, and (4) is expensive! When considering a managed services partner some important things to consider before making your selection include:
- Is the company you are considering proficient in video? Consider how many years the company has been in video, including the types of services they offer. Ask the company if they have built a video managed service or are they simply trying to apply the traditional IT model to solve the problems. Do they have staff and expertise in video?
- How many video managed service customers do they have and what is their track record? Ask the company how many current video managed services customers they have, including size of networks, number of end points, MCUs, gatekeeper and gateways. Ask them how many calls they manage and launch and how they manage that process.
- What tools do they use, and how will they handle integration? Ask the potential provider what tools they deploy and how they manage all the aspects of the video application. This should include an in-depth technical discussion about the tools the company uses to manage infrastructure, support help desk services, scheduling services, launch and call manage management. Ask about self-service tools and reporting and ask the provider to demonstrate those tools and systems.
- How does the company invest in people and apply best practices? The heart and soul of any service provider is the people. Research the number of people on staff and how they manage the people through specific metrics. How do they train their technicians, help desk and support staff? Are they staffed 24 x 7? Can the company offer multi-vendor support and what level and types of certifications have they achieved? Inquire about best practices and have them provide specific examples.
- What is the company’s financial outlook and performance? Check financials including revenue, growth and profitability. There are countless video resellers who sell at margins that don’t support their business model. Typically the first area that suffers in many of these companies is the ability to deliver quality and high customer service levels. Any company that does not have the discipline and process to manage their financial health will not be able to support you long-term.
- Does the company offer flexible solutions or do they take a “one size fits all” approach? Every company has a unique set of internal resources, processes and thus the areas where they need assistance may vary greatly. Some companies will elect to have their managed service provider handle everything and others will only want to outsource certain tasks. Make sure your potential partner takes a consultative process to fully understand your requirements and they can provide a solution that’s flexible enough to meet your specific needs.
- Is your partner going to make the investment required to stay on top of the rapidly changing video technology landscape? Technology continues to change at a very rapid pace. There are many large companies now entering the video conferencing market. It's critical that the partner you choose is able to provide guidance and expertise to help you down the path. That may include a migration to IP or may include a desire to standardize on a particular technology. In any case make sure to ask the provider exactly how and where they are investing to keep pace with the changing landscape.
Leveraging a managed service provider is a great way to improve the reliability, ease of use and lower cost of ownership of your video solution. It’s also a great way to gain assistance in implementing a new network or migrating to a common platform. Whatever your objectives, be sure to do your homework to determine if the provider is right for you. Remember, not all providers are created equal.
If you’d like to learn more about BT Conferencing’s remote-centric managed services solutions please feel free to contact Jere Richardson, BT Conferencing's Vice President of Managed Services, directly. We’d be happy to address these questions in greater detail! Jere can be reached at jere.richardson@wireone.com.
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