As users worked from home, most did the best they could with their laptop cameras or inexpensive webcams. However, cameras can be an important differentiator in video meetings, especially for high-level board meetings, important sales calls, training sessions and other interactions where a stationary camera might lead to a dull experience. As employees return to physical offices, many companies will likely see the need to invest in tools such as wide-angle cameras, 360-degree HD cameras and pan/tilt/zoom cameras that can focus on the action of a meeting without sacrificing resolution.

Although it is an often-overlooked factor, audio quality is a critically important part of an effective video collaboration solution. Today, enterprises can purchase microphones and speakers manufactured by vendors that have traditionally been associated with music production and recording, and then integrate these tools with their video collaboration systems. Almost as important as the tools themselves is the way they are deployed. For instance, microphones should be placed as close as possible to the people who will be speaking to enhance sound quality, and as far away as possible from electronic speakers to avoid feedback. Conference rooms should also receive professional acoustical treatments to prevent reverb and echoing. 

While the emergence of ultra-high-definition (UHD) displays may seem like an incremental improvement over the already high quality of HD displays, the truth is that fine details matter. When people interact in person, they make all sorts of unconscious observations about other people’s facial expressions that can sometimes be lost in video calls. With today’s high-quality displays, meeting participants can more accurately convey their affect and their meaning.

A background image on a video call may seem unimportant — but, as knowledge workers with messy living rooms and home offices across the country will attest, a smart-looking background can make the difference between a meeting that feels professional and one that seems slapped together. Virtual backgrounds are sufficient for most meetings, but fabric or paper backwalls are small investments that create a nice touch.

For many organizations, videoconferencing was the feature that led to their wholesale adoption of collaboration technology. However, collaboration suites have far more to offer, including calendar integration, meeting transcription, virtual meetings, noise reduction, chat, voice commands and artificial intelligence. With many features integrated in a single solution, users can easily and instantly escalate interactions as necessary. Organizations that can help their employees effectively leverage such collaboration tools will position their users for success.

When the COVID-19 pandemic hit, many organizations found that their on-premises file shares overwhelmed their VPN connections. Companies can modernize their files by moving data to cloud collaboration solutions, giving employees instant access to data from wherever they’re working. Even within organizations that have already invested in collaboration platforms, some employees may continue to engage in legacy workflows and processes; for example, burning large files to CDs and sending them through the mail. Technology training can encourage adoption and help ensure that all employees are using the data and document sharing features of collaboration tools in ways that add value to the business. 

Through data analytics, organizations can get real-time information about when and how employees are using collaboration solutions. These tools give visibility down to the user level, helping IT departments and managers better understand who is (and who isn’t) using new tools, allowing them to either offer additional assistance or pull back resources to optimize the collaboration environment. 

Collaboration tools make it simpler than ever for companies to offer multiple, integrated channels in their customer engagement centers (sometimes called call centers or contact centers). Many customers now expect retailers and other companies they interact with to offer support not only via voice, but also through text, webchat, video and other channels.