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Balancing Reliability and Innovation in Enterprise Applications

Innovation is the driving force behind PGi’s online collaboration tools, but how do you balance the drive to innovate with the demand for reliability? The constant advance of technology has impacted the needs of consumers and corporations in dramatic ways. For any company to stay successful and competitive, they have to intelligently apply these new technologies and innovations to provide better processes for their employees and better, more reliable products and services for their customers.

As Chief Technology Officer at PGi, it is my job to know where technology is headed and how best to leverage new technologies to improve online meeting tools. I believe that we are uniquely positioned for this at PGi. With over twenty years of conferencing experience, we have a global, secure and industry-grade network that is trusted by some of the largest companies in the world. However, we also have the passion for innovation often reserved for smaller companies and start-ups. In fact, we just recently launched a new initiative, headed by our new VP of Innovation Nikki Santoro, to foster our culture of innovation across our entire company and provide new product ideas and solutions that many larger companies don’t have the bandwidth to pursue.

One of my primary responsibilities is striking the balance between providing dependable, enterprise-grade applications for some of the most important meetings in the world while also providing PGi and its associates the tools and freedom to pursue that next big idea.

Serving Two Masters

The ever-increasing speed and technological requirements for businesses today cause two masters to emerge. On one hand, you want your company to be viewed as the forward-thinkers, keeping pace with your competitors and other innovators in your industry. On the other hand, you can’t let constant change be disruptive to the products or services that you’re providing, both internally and externally. Innovation is meaningless without the experience, skill and resources to execute your visions at a high level for your customers and employees. As I mentioned in the video below, our solutions have to really work for our customers, beyond simply being cool to look at or fun to play with:

The PGi Balance

When you’re hosting meetings for over 40,000 enterprise customers, including 75% of the Fortune 100™, dependability is everything. These are executive meetings, board meetings, earnings calls —mission-critical business meetings that don’t offer second chances. We’ve grown and evolved our network over time to meet the increasing demands of enterprise customers across the globe. Our network is built around global accessibility, always-on availability, security and redundancy, ensuring that our customers’ services are ready when they need them.

However, in addition to bolstering our network, we’ve also pursued hardware and software innovations to create the network of the future, not just of today. We’ve converted our audio bridges to VoIP bridges, allowing for better security, dependency and failover than traditional audio hardware. We wrote the code powering our bridges ourselves, allowing us to provide easier upgrades and product integrations for our customers than off-the-shelf bridge software could provide. We’ve even already laid the groundwork for future technologies such as wideband, HD audio, positioning us to provide even better conferencing experiences as the market continues to mature.

We relentlessly pursue innovation in all of its forms at PGi, whether it’s redesigning the virtual meeting from the ground up with iMeet® or reimagining the customer service experience with our customer communities. But we’ve always put the needs of the customer first, and have, over time, gained invaluable experience in how to intelligently pursue new technologies while still making sure the customer’s needs are met.

Interested in more insights on the effects of new technologies on today’s business? Download PGi’s free eBook “The Future of Business Collaboration” to learn more.

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