However, don't count too much on technology as a way of improving performance. The truth is that successful videoconferencing cannot be achieved without a balanced infrastructure that is tuned to the unique needs of your organization. Getting the right mixture of technology, people and processes in place will make your current investment much more productive and position you for further success in the future. Focus on Service Quality Consider the situation at BigBank Worldwide, a hypothetical Fortune 100 financial services company synthesized from several of our clients. BigBank has 56 group videoconferencing systems spread around the world, each of which is owned and operated by the local facilities department.
All locations use public network and public multipoint bridging facilities.
According to operations data and interviews conducted with users, video calls frequently do not start on time due to connection problems, and many sessions are interrupted due to poor quality or other operational problems. Users mention that there is nobody trained and available to help them establish and conduct calls. Contrast this figure with a benchmark peer group having an 89 percent average, and it's clear that BigBank's success rate needs to improve. Only 55 percent of these succeed, compared with 80 percent for multipoint calls. Not surprisingly, most of the call failures can be traced to operator errors made by these untrained users.