Brockmann and Company | Customer Insights

This paper is designed to equip an executive decision maker with the details they need to know to be able to make effective decisions about high de
nition (HD) video conferencing projects within the
rm.

The video conferencing environment has changed a great deal in the past
ve years:

• HD visual and audio quality is readily available costing well under $10,000 per endpoint.
• Multi-megabit per second Internet connections can be deployed in most locations around the world - even home of
  ces - in 30 days or less and cost less than $100/month.
• Sophisticated software makes initiating a video session a pleasant and trivial procedure.

New applications and new classes of users are in a position to quickly capture the bene
ts of HD video conferencing. Independent research involving hundreds of business users show that organizations that leverage the video conferencing experience also have higher business performance: higher revenues per employee, higher customer satisfaction and higher employee satisfaction. As well, video conferencing saves time and avoids the hassles of modern business travel.

Studies of Top Performers show that the success factors of adoption, accessibility and quality are the critical ingredients of successful video conferencing implementations. Adoption is about imbedding the service into the way employees do things. Accessibility refers to the convenience of participation. Quality is about allowing only the smallest of gaps between users expectations from their video conferencing experience, and the actual quality of the encounter with the technology. All three are interdependent and must be present to assure an effective and growing implementation.

Five key considerations are discussed to determine if the proposed implementation goes far enough, thinks long- term enough, is resourced within the network to assure a high quality experience, encompasses customers and suppliers and has the measurement practices in place to assure monitoring of project success and milestones.