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At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
Video conferencing is becoming a core component of a unified-communications architecture. Yet, with so many types of video-conferencing tools and methods, IT managers are tasked with determining users’ needs and matching them with the appropriate tools. Room video/telepresence, desktop/mobile video, video in the cloud, video-enabled Web conferencing or extranet video; the choice is huge, continually evolving, and not easy. Bandwidth considerations, availability of resources for management and in-house expertise, opex vs. capex issues, security issues revolving around the use of consumer-based video, and cost all play a role in the difficult decision IT managers have to make when evaluating enterprise video.