Meet the New IVCi!

May 8th, 2013 | Posted by Adam Kaiser in Industry News | IVCi - (0 Comments)

Meet the New IVCi

There is fundamental shift going on in the world of visual communications and collaboration. With the advent of mobile devices and the cloud, a day doesn’t go by where a manufacturer doesn’t announce a new video or collaboration service or offering. At the same time, major manufacturers are pushing their technology (mostly at the desktop) as the be all end all for collaboration. However, we believe collaboration is much bigger than that and can happen anywhere.

BrandLaunchIVCi has always focused on trying to deliver the best solutions to address the business needs of our customers. We begin every engagement with a thorough assessment and understanding of our customer’s goals. This is something we have done for quite some time and the result is a solution that can deliver the desired outcomes.

With that we are incredibly excited to introduce you to our new brand. With over 18 years of experience, we have witnessed the power of collaboration and its ability to help our customers move their business forward.  Our new brand is focused 100% on collaboration. We believe when organizations embrace collaboration across their workforce, something truly remarkable occurs. Individuals come together with common goals and their collective power can accomplish far greater things than each individual on their own.

This new brand is just the beginning. Our mission is to enable our customers to improve their business and their bottom line by unleashing the collective power of their people through collaboration. As a collaboration company, IVCi will bring many new and exciting products and services to the market. As a collaboration company, we will help organizations work together in new and exciting ways. As a collaboration company, we will change the game.

April’s This Month in Telemedicine by the American Telemedicine Association, hosted as always by Jonathan Linkous, Chief Executive Officer, and Gary Capistrant, Senior Director of Public Policy discussed state and federal updates, collaborations, and quality assurance.

State Licensure Remains a Hot Topic
Gary Capistrant went over the basic situation of licensure, including a proposal that would let Medicare recipients to (virtually) cross state lines for care but would impose a requirement that the patient and doctor have a previous relationship, i.e. an initial consultation in person has to occur. While some states do allow that a legitimate patient-doctor relationship can be established via video, this proposal does not recognize that and could be a “step backward” for telemedicine, plus require states to enforce a prior relationship where they hadn’t done so before.

“In terms of our principles on licensure, we want to be regulated the same as in-person services, not held to a higher standard or a lower standard,” said Capistrant. The ATA has set up a petition. Also, some states are deciding that telemedicine needs regulating but are doing so by treating it as a separate health service, even though telemedicine was already active under the current medical regulations.

State Activity
Three states have enacted full parity with private insurance: Mississippi, plus Medicaid and state employee benefits; Montana, including parity with private; and New Mexico. Connecticut and Missouri passed parity bills in Senate, which are now moving to their respective Houses. New York recently introduced a parity bill, and Ohio will soon follow suit.

ATA is finalizing state best practices guidelines for home telemedicine and remote monitoring, and in the works: school-based care, telemental health, and more.

Federal Action
A workgroup was recently announced, a joint effort between the FDA, FCC, and Office of National Coordinator. A report is due in January 2014 examining the overlap of some issues that are overseen by the various agencies, including consumer health devices, electronic health records, and clinical decision support.

“It’s a little bit of a mess right now in terms of the regulation and one of the reasons they have this is group is because there’s a little bit of uncertainty amongst the different agencies over who’s taking the lead on what,” explains Linkous.

Quality Assurance
A big area of activity for ATA is quality assurance, which, although it’s flown under the radar somewhat, is getting plenty of attention now. ATA’s next board meeting will see the approval of the organization’s practice guidelines for online video-based telemental health. “A very important role for ATA is to weigh in and try to get some meaning and some semblance of order to what’s happening,” says Linkous.

ATA’s board has also approved the move towards ATA becoming an accrediting body with the end goal of becoming a reliable information source for consumers. They’re also involved with some trade associations to improve consumer awareness. Linkous: “It’s important that consumers know that if you’re not getting access to telemedicine, you could and you should and you need to ask your doctor about it.”

Next year, look for a cohesive effort by patient and consumer groups to expand telemedicine, including physician communications, consultations, lab results, etc., which should all be accessible online by patients.

The Q&A: A Selection of Questions Asked & Answered

Q: Define telemedicine, telemedicine, etc.

A: I think we should come up with a contest to see who can come up with the most names that relate to telmedicine. E-consults, e-health, telemedicine, telecare, e-care, telepractice, remote care. About 6 or 7 years ago we had a board meeting in Chicago and we talked about changing the name of the ATA. We talked about what we should change it to…we spent about 3 hours of the board meeting [discussing this] so at the end, we just threw our hands up in the air and left it as it is.

We define telemedicine very broadly as providing healthcare to patients or consumers using telecommunications.

Q: How can companies assist ATA in the process of getting legislation passed?

A: ATA has a Circle Membership and Industry Council and we have corporate members representing anything from large, multi-national, multi-billion dollar companies to a small ma and pa [businesses], but all of them have a stake in this. And if there’s a large corporation that has a Washington office with a staff of people who are full-time policy people, yes, please let them get in touch with us. We’d love to talk with them about what they do. Or if you’re an organization that has a consultant online who does work in Washington, or if you’re a small company in another state and you have an area representative…it’s important that you get very active…There’s always things to do at the state level.

Annual Meeting
ATA’s annual meeting will be held next week in Austin, Texas, from May 5 to 7. For a free exhibit hall pass, click here to register and enter  the code VIPcomp13.

Collaboration technologies are making their way into many organizations as executives realize the benefits collaboration can bring to their organization. In many cases, there is a need to connect groups of people in a collaborative room environment; whether it’s to encourage collaboration on documents or other deliverables, video conference with remote teams, or hold a training session for new hires or policy updates.

They myriad of choices between the technology, room layouts, furniture and more can become overwhelming; especially for organizations designing a collaboration environment for the first time. Here are a few tips to help navigate through the process.

When determine what types of technology the room needs, an organization must first decide what the room will be used for. The majority of functions fall into three categories:

Connecting People
Video conferencing is often used to connect remote teams and the technology typically depends on the size of the room and number of participants. For smaller groups, a single camera with manual pan/tilt/zoom functionality can be adjusted to capture the entire room. Larger groups, however, may need the ability to automatically switch between a panned-out room view and a zoomed-in view of the active speaker. In this case, dual cameras are necessary. In some cases, panoramic room or lifelike views of room participants are needed.  Multiple cameras that capture images from left, right, and center segments are used to create the immersive telepresence feel.

Presenting Content
The ability to present content is standard in almost any collaboration room. When utilizing content sharing during a video conference; it may be necessary to have dual monitors as one is dedicated to viewing remote participants while the other is dedicated to viewing content. In rooms where video conferencing is not needed, a PowerPoint or training video can be displayed with a projector and screen. In some cases, teams may need to create, modify and annotate documents instead of simply displaying them. Interactive whiteboards allow teams to brainstorm ideas or markup documents then send the changes directly to a computer.

Interactive Collaboration
Some environments require the ability to display and collaborate on complex data. This includes high-resolution images, such as blueprints or product designs, where granular detail is necessary. This also includes the ability to display and control data from multiples sources simultaneous. For example, when designing a new product the prototype from one participant’s laptop can be displayed at the same time target markets and product messaging is displayed from another participant’s tablet. Video feeds can also be integrated so remote participants can view, display and control content from their location.

Once an organization determines the key functionalities of the room; they can begin reaching out to audio visual integrators to help select the technology that best fits the room’s requirements. The integrator can then begin designing the collaboration environment that will meet the organization’s collaboration needs.

As cloud services pick up speed in the private sector, questions about security, cost savings, implementation and best-practice models have emerged in concert with its rapid growth and adoption. But are institutions of higher learning following suit? Cambridge, MA-based Forrester Consulting turned their focus on 12 universities in the U.S., the U.K., Australia, India, and New Zealand, surveying CIOs and IT directors for their July 2012 report “Cloud Bursts Into Higher Education.”

They found out how and why these schools are employing the cloud; plus they give some suggestions as to where the partnership between higher education and the cloud is headed.

So, how do schools who adopt the cloud compare with businesses?

A Forrester survey from 2011 asked 920 companies which were the most important factors in choosing to deploy SaaS. The top 4 were:

  1. Improved business agility (72%);
  2. Allows us to focus resources on more important projects (66%):
  3. Speed of implementation and deployment (64%);
  4. Faster delivery of new features and functions from SaaS/as-a-service providers (60%).*

*“Lower overall costs” actually tied for 4th place with 60%

As previously noted, Forrester found that universities were adopting cloud services to boost productivity. Plus, speed, budget and scalability were the top three features universities valued most about the cloud. When it comes to the cloud, universities are aligned very closely with businesses.

Forrester also found that cloud-forward schools have three commonalities. First, a common corporate-to-education talent migration means schools’ CIO or IT directors often have firsthand experience of successful cloud implementation, and are endeavoring to bring knowledge and practices up-to-date at their universities. Second, schools with big technology components—academic programs that need and/or can get the most use out of cloud services, like IT training, animation, and fashion—are the most enthusiastic about adopting cloud technology.

Third, U.S. schools are ahead of the pack, with, Forrester estimates, international universities lagging behind by about 12 months. Forrester cites “lack of knowledge and understanding” as the biggest barriers to cloud adoption, noting the while these universities are turning more to the cloud, they’re doing so much slower and more carefully than their U.S. counterparts.

In the future, expect to see more inter-departmental collaboration between IT and academic departments. Additionally, funding will move from IT to academic departments as those departments take on more IT autonomy, and team up on projects.

New realities are driving more direct control of technology by leaders of non-IT organizations, internal users, and customers—empowered by their own technology use. These changes herald an IT organization in which CIOs build agile and nimble teams that enable empowered employees and customers to be successful directly using technology for education.” – Head of Information Technology at a New Zealand University

Related Articles:
Learning the Cloud Way – Part I

“This call may be monitored for quality assurance.”

How many times have you heard that throughout your life? The reality is, as technology continues to change at a rapid pace, the way we communicate with our vendors and service provides is rather primitive. When the cable bill arrives with the wrong charges (surely that never happens!), one has to pick-up the phone only to wait on hold for twenty minutes to ultimately get a resolution. Or maybe a recent purchase for a child warrants some technical support; again a phone call and wait time must be endured. At the same time, it can be very difficult to explain a problem to a support agent by merely describing it.

For years, there has been talk about moving video technology into a business to consumer world. But, what does this mean? Simply, customers could connect to the very same contact center they call now, but speak to the appropriate agent via video. The advantages of this are significant! Suddenly, all customer service interactions would benefit from everything video conferencing has to offer. The agent can work with the customer and gain a better idea of their understanding of a particular topic. Second, the customer can point the camera at the item being discussed (extra parts to a new toy that don’t seem to have a use) and immediately give the agent better insight into the issue. Finally, video could put a more personal face on what can seem like a very impersonal interaction.

While video contact centers have been a topic of discussion for a while, why is now any different? There is a convergence of several key market and technology trends that could make this idea a reality.

The Proliferation of Video, Everywhere
Video is truly everywhere. Consumers are already accustomed to communicating with family and friends over video. Whether it is via a social network, Skype, or another service, video has truly gone main stream. At the same time, many people are used to going to work and using video as a tool to complete assigned projects and tasks.

Mobile Devices
The explosive growth of mobile devices, such as smart phones and tables, has put multiple video enabled devices into nearly everyone’s pockets. A user can grab their phone and make a video call just as easily as a voice call. These devices have not only helped make video ubiquitous, they have also made video far more accessible than ever imagined.

Advanced Contact Center Technology
Even though most customer service interactions have been limited to voice, the technology driving these connections is rather advanced. Many organizations had implemented technology that allows them to hire the most talented support agents and place them anywhere. In addition, these solutions are able to route calls intelligently to both an available agent and the most skilled agent for the issue at hand. Customers have become far savvier and do not accept being transferred multiple times. Technology has helped route customers to the right person at the right time.

WebRTC
WebRTC has been discussed many times on this blog and the technology is one of the main catalysts of the video contact center. If a user requires help, the desire to spend 15-20 minutes downloading an application to their computer or smartphone is nonexistent. With WebRTC, one click could immediately initiate a video call right in their browser. With no downloads needed, the customer would get near immediate access. Unfortunately, there is no technology that can eliminate wait times completely!

As all of these elements come together, the promise of the video contact center is very real. The ultimate question comes down to the customers themselves. Will they embrace this type of interaction and will they push the vendors they do business with to implement this technology? What do you think? Would you welcome the opportunity to get support via video?