From the category archives:

Customer Interactive Solutions

Spotlight on rich media and video applications

by Nagi Kasinadhuni on January 7, 2011

in Contact Centre,Converged Communications,Customer Interactive Solutions,Datacraft News

Technology companies are always on the lookout for the next big thing. They either try to create a market based on a technological innovation such as the iPod and iPad from Apple, or scramble to build an offering to meet a trend. E.g. taking consumer experience of IM (instant messaging) usage to the Enterprise

The current video phenomenon is a combination of both.

The proliferation of broadband, the leapfrogging of developing countries adopting mobile technologies, the phenomenal growth of social media and the demands on business to reduce costs have all aided the growth of media rich collaboration technologies.

Companies across the technological spectrum are realizing that the millennium generation is comfortable with rich media. Along with this shift, the other major shift is in the choice of the preferred tool for communication. The desktop gave way to the laptops in the nineties, and the smart phone overtook the computer as the primary tool for productivity from 2000. With more video and rich media today, the smart phone is giving way to the tablet as THE preferred device.

The primary channels of communication of this generation are not voice and email; but video and IM. The rise of social media as their primary interface to the outside world is not lost on the technological companies and organizations. The millennium generation is both the next generation workforce and the next generation.

The shift of preferences and usage patterns are not lost on technological companies.

Each of them is working to leverage its market strength to move into this new segment of video and rich media. Apple, for example, is working on expanding the video capabilities of its devices, the most notable one is the dual camera iPhone 4 and the upcoming iPad.

Cisco is now aggressively adding elements of video to its portfolio.  In addition to the high profile US$3 billion acquisition of Tandberg, Cisco has devices for communications in its video phones, devices for content capture in its Flip cameras, choice of mobility with its CIUS tablet and high quality video for home users with its UMI Home Telepresence.

Its portfolio includes products in video streaming, distribution, recording, archiving, retrieval, tagging and content management. Companies like HP, Microsoft, Avaya, Polycom are forming alliances to offer a richer value proposition.

Known for manufacturing state of the art televisions, Samsung is offering televisions that can connect to the Internet while Google is working to offer a Google set-top box,  that can seamlessly bridge Internet content with broadcasting content. Social media companies, notably Facebook and Twitter are looking to form alliances with broadcast companies that will enhance the user experience. The list keeps growing and adding Web 2.x technologies to this mix offer an immense amount of value.

So, what is the driver that is encouraging companies to invest, innovate and aggressively bet in this space?

Collaboration

Collaboration is a US$34 billion market this is expanding with the addition of social media, contact centres and knowledge management. Collaboration in the new world is not static links and stale connections, it is all about dynamic associations and customized information. Technological and service companies which can help enterprises leverage these trends for competitive differentiation will reap rich rewards.

The theory of seven degrees of separation is yesterday.

 In the new world, the degrees of separation are reducing, making the world truly a global village.  In this market that is growing rapidly even as it innovates, there are no permanent winners. First mover advantages are only for the short term.

These are indeed the interesting times.

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The Impact of Video Conferencing on Healthcare

by Nagi Kasinadhuni on August 24, 2010

in Converged Communications,Customer Interactive Solutions,Datacraft News,Unified Communications

Adapted from an interview with Nagi Kasinadhuni (General Manager, Converged Communications and Customer Interactive Solutions, Datacraft Asia Pte Ltd) that originally appeared in E-Gov Asia.

Telemedicine requires the utmost performance since the information that is being exchanged can literally spell the difference between life and death. It is therefore imperative that we uplift our standards for collaboration, efficiency, etc. And video conferencing is a very useful tool which can provide us with appropriate solutions. As technology advances, the number of ways and the manner upon which we utilise this tool will only grow and get better. Apart from the obvious use of in-house conferencing requirements, video conferencing provides access to subject matter experts (SMEs) for a gamut of things like specialist consultation, training, etc. But its impact can be more far reaching than that.

Where Video Conferencing Matters

Environment: Where patients may have mobility limitations (i.e., geriatrics, inmates, patients with infectious diseases, etc.).

Geography: Overcoming geographic constraints, enabling equal access to healthcare services; especially in developing countries where the ability to provide sufficient and real time assistance to remote areas with limited infrastructure would make the most impact.

Care and Collaboration: Video helps connect with suppliers and doctors, patients undergoing post operative care conducting reviews with their surgeon, connecting with remote locations to seek second opinions, facilitating conferences around specific subjects, bringing students and doctors together for live sessions and playback, etc.

Key Concerns

Cost: Less of an issue because the entry of new players and better adherence to global standards has driven down costs significantly for the end user. Vendors address cost issues via two key initiatives:

1. By offering a larger product portfolio that can provide “fit for purpose” options.
2. Utilising creative commercial models either directly or through channel partners.

Complexity: Though plug-and-play capabilities have evolved, there is still some degree of complexity involved. This is especially true for applications used in industries like healthcare where more sophisticated answers are required. But solutions like Telepresence offer the end user the ability to initiate a call (which is a complex task when deconstructed) with nothing more than a click of a button thus insulating them from the complexities involved.

Privacy and Security: Are there still concerns today as they were back then, and are as much a matter of policy as it is about technology? The guidelines provided by industry regulations or a company’s own internal policies should always be adhered to in order to ensure that privacy and security challenges can be overcome.

Key points to consider regarding solutions for a hospital environment

Openness of the platform: To connect easily to other video systems in partner organisations. And to avoid getting locked in to expensive maintenance contracts.

Quality and Reliability: Always important since some applications require high quality video streams.

Interface to existing IT infrastructure or incorporating other kinds of equipment may also be something that many users would look for, e.g., handheld video devices that enable doctors to view an injury up close, a mobile video unit that can be taken to a remote locations, etc.

Complementary Technology: Diagnostic devices, for example, should also be considered since their integration into the video feed would provide a more holistic application and experience.

As healthcare organizations continue to embrace IP-based converged networks, we can benefit from having video conferencing systems by using them to elevate our existing standards of collaboration and efficiency. This will ultimately lead to better quality of life – something which we are all essentially striving for.

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