Unified Communications: AV Meets IT

Estimated Reading Time: 8 Minutes

In the digital age, businesses and other professional environments are looking for new and innovative solutions to streamline their workflow, foster teamwork, and enhance the communication of their message to the outside world. In a world where information is more than just computer data, Information Technology responsibilities have expanded to include troubleshooting audio and video systems for teleconferencing, training, presentations, and more. In short, the IT and AV industries have combined into Unified Communications (UC).

WHAT IS UNIFIED COMMUNICATIONS?

A Unified Communications system is an ecosystem of technology that combines various forms of communication—such as voice, text, and video—to foster more efficient and effective collaboration. Characterized by flexibility, UC is implemented in real-time (such as tele- or video-conferencing) along with e-mail, voicemail, or messaging platforms.

Common Core Components of UC Systems

• E-mail
• Text Messaging or Instant Messaging (IM)
• Telephones (fixed or mobile) or Voice over Internet (VoIP)
• Voicemail (VM)
• Screen sharing
• Audio conferencing
• Video conferencing
• Project management software such as web conferencing, virtual meeting spaces, interactive whiteboards
• Shared calendars, document-sharing software, scheduling, or personal assistant functions
• Social networking and collaboration platforms

Physical gear often includes computers, telephones, microphones, loudspeakers, video cameras, headphones, etc. In addition to these front-end components, UC is supported behind the scenes by platforms or servers, IP/cloud-based technologies, business communication gateways, and control units.

Popular UC Applications

UC creates new opportunities for streamlining communication and services, and thus are increasing in popularity across a wide range of industries, including:

• Commercial business
• Education environments
• Financial institutions
• Government and Healthcare facilities
• Hospitality venues
• Manufacturing and Shipping organizations
• Retail stores

WHAT ARE THE BENEFITS OF UNIFIED COMMUNICATIONS?

Enhancing communication is vital to the effectiveness of any business, from traditional in-person conversations to remote meetings. That’s where UC systems prove their worth—delivering improved audio and video quality that brings the collaborative closeness of face-to-face interactions into the virtual world of Microsoft Teams or Zoom.

Other Benefits of UC

Cost-efficient investment (due to reduced travel costs, for example)

Enhanced productivity and collaboration between individuals, groups, and businesses

Time-saving tools for IT, end users, and customers

Improved customer experience through real-time feedback on services

Better business continuity and engagement from team members—whether they’re in the office, on the road, or at home

Scalability and flexibility for future company growth

CHALLENGES OF UNIFIED COMMUNICATIONS

Along with the myriad benefits of UC comes a range of challenges that vary according to individual use case. These issues are compounded by the trend that IT staffing is shrinking just as its responsibilities are expanding beyond traditional tasks. Let’s explore some of the more critical challenges IT teams face—and some steps to take to address them.

Risks to Data Security

As technology accommodates more open communication of information and ideas, it also has the downside of potentially allowing access to information you want to keep private. Therefore, data security is the most important aspect of Unified Communications…and, due to being comprised of several types of technology deployed throughout several rooms (as well as remote users and communicating with third parties outside of the UC network), data security is also the most challenging.

Securing the sensitive information of a business, employees, and customers is best accomplished via a holistic approach:

• Put stringent security measures in place, such as end-to-end encryption, authentication mechanisms, and data protection policies.
• Monitor and regularly audit and update your security measures to stay ahead of changing data breach schemes. Track which users are accessing data to monitor for suspicious activity.
• Inventory each component. If you know where all your technology is at all times, it will be easier to pinpoint what piece of gear needs to be serviced or inspected promptly if an issue arises.
• Proactively maintain your equipment to ensure it is up-to-date on software patches, etc.
• Restrict access to your system as much as possible. For instance, rather than having each component supported separately, find a reputable support company that can cover your entire system.
• Implement a hierarchy of access for your team. Define the roles of each user and create levels of authorization based on these roles.
• Train your team on how to protect sensitive information, such as e-mail security, creating strong passwords, and best practice standards for accessing the system remotely or when traveling.

Integrating Complex Technologies

While more technology is being designed specifically for compatibility with other systems—and with third-party cloud platforms becoming more available—getting all these types of technology to cooperate seamlessly can be a complex undertaking. IT teams find themselves trying to keep up with the learning curve not only of AV technologies but also to a faster rate of technological development.

Another aspect of creating a UC system is the migration to updated components and platforms. While some businesses may opt for a complete overhaul, creating a UC system from scratch using new components, it’s more probable that companies will upgrade technology gradually, thus requiring support for older technologies at the same time as integrating newer solutions. Meanwhile, higher-end audio and video gear can strain insufficient bandwidth, causing issues in communication quality and latency.

Here are a few measures you can take to prevent the inherent complexity of UC from becoming unnecessarily confusing:

Before you implement new UC gear, assess your current infrastructure. Invest in upgraded bandwidth if necessary to support increased data traffic in the future.

Craft a flexible infrastructure by choosing components and services that are compatible with a wide range of products. This will allow you to adapt and evolve your UC system as needed.

Ensure reliable performance and reduce latency by implementing Quality of Service (QoS) best practices.

Announce the timelines of when new gear is to be installed, possible issues that may arise during the transition, and other vital information to all your team so they know what to expect and can adjust their workflow accordingly.

End-User Operation

Even when a UC system is operating smoothly and securely, achieving the goal of optimized communication comes down to the end users. They need to be comfortable using the technology in installed rooms or remotely. If a UC system is intimidating, or if there’s a disparity of service depending on location, it can cause frustration that will interfere with the effectiveness of their collaborations and can have a negative ripple effect on the entire business.

Minimizing this intimidation factor starts at the beginning of crafting a UC system:

1. Have end users involved in designing rooms. This will help you understand what functions are necessary, as opposed to including too many options that will not be used but will cause confusion in the long run.

2. Once you understand the needs vs. wants, streamline and simplify the interface as much as possible

3. For systems that are across campus or larger space, keep components consistent from room to room so that everything operates the same no matter what location

4. Once the UC components are in place, provide training to ensure everyone has the same expertise in how to use it. Provide follow-up training as the system grows or changes.

5. You may want to put together documentation (either as a handout for your team or posted in each room) with step-by-step instructions on basic operations and troubleshooting tips.

6. Identify who should be contacted if an end user has any issues—such as an IT manager, third-party technical support, or any other staff familiar with the technology.

WHAT TO CONSIDER WHEN INTEGRATING UC INTO YOUR PROFESSIONAL ECOSYSTEM

Whether you’re starting from scratch or updating your company’s existing system to take advantage of the benefits that Unified Communications can offer, the available options can be overwhelming. In addition to considering the aspects of security, streamlining, and user-friendliness we’ve already discussed, here are a few pointers to help narrow down your choices:

• 1. Assess your present needs, as well as possible ways those needs might change in the future. Include staff from different departments and levels of expertise in this process to get a good idea of how everyone will use the UC system (as well as what training might be involved for those new to operating it).
• 2. Decide whether to deploy your UC in physical components, cloud-based, or a hybrid. Many older versions of UC (telephony, for example) are physically installed in offices, but in recent years cloud-based UC has been on the rise to support the growing popularity of remote or work-from-home setups.
• 3. Compare service providers to see what support they offer. Depending on your needs, you may look for a basic provider to support bare-bones UC like phones and basic conferencing or a more extensive service that can support more complex functions. Some providers specialize in specific industries and services, so look for one that fits your business and its communication methods.

For personalized assistance integrating Unified Communications, reach out to Sound Productions’ expert Account Managers at info@soundpro.com or 800.203.5611. You can also explore SoundPro’s selection of UC-friendly products from premium brands including Q-SYS, Sennheiser, Shure, Yamaha, and more!