Our customers expect and require the sales and account management teams – who are their trusted partners - to understand their businesses thoroughly, and to be able to guide them through the technology decision process. Properly guiding our customers, means not treating video as an isolated business decision, but rather with real consideration for the adjacent technologies that a customer has deployed. One thing that has made this process more dynamic is that the ‘adjacent technologies’ our customers use to support their businesses, are expected to be integrated, or at a minimum work seamlessly together with Polycom’s video solutions.
While customer requirements for integrations between technologies will continue to expand, there is several integration themes we see today, in which customer’s request/expect video related technologies to work seamlessly with their other technology systems:
The scheduling of video meetings should encompass all other technologies, and non-technology services, i.e. catering, that are required within a meeting space and as part of the overall meeting experience.
Access to real time video enabled within the applications or business processes already in use by our customers, thus allowing a seamless and immediate access to a video call with relevant contacts.
Recorded content published to existing portal or website environments already in use by our customers. The existing dominant portal environments, i.e. SharePoint, Intranet sites, and Blackboard, have in many cases become the logical platforms to secure and organize libraries of audio or audio/video content for employees or students.
These customer requirements for more integrated business processes now require changes in the way we work with our customers. Our customer engagements should include a thorough understanding of all adjacent technologies deployed, which will likely necessitate a broader engagement across multiple business units, and as such:
We endeavor to fully understand all adjacent technologies that our customers have deployed, as well as an understanding the roadmap for those technologies, and future uses considered. To support this consultative approach it is helpful to use a framework for soliciting and receiving accurate information about the systems in place, inclusive of scheduling, business applications and processes in use, network and portal environments and analytics tools in use.
We seek to bring together our customer’s disparate business units, who have a shared interest in leveraging video. These groups may or may not already be working closely together, but it is important to build consensus or at a minimum an understanding between these groups, as it relates to the integrated technologies that affect their different business needs.
When appropriate, we bring 3rd party technologies into a customer engagement to provide necessary integration/interoperability options that will best serve the customer.
This last point can be critical, as the trusted partners working with customers, we have an opportunity to introduce 3rd party technologies that facilitate and/or streamline workflows, and integrate existing applications and technologies with Polycom video technologies.
Ultimately, it is important for the Polycom reseller community to understand which 3rd party technologies companies have integrated with Polycom solutions, and in what industries and environments they have the potential to add value. This depth of consultation will alleviate some level of risk for customers, and help ensure that a video solution is not deployed in isolation of the other adjacent technologies already in use.
We invite our resellers and customers to learn more about the growing Polycom partner ecosystem, and to better understand how Polycom’s commitment to developing solutions that can be integrated to, and add value to our customers.