Adobe Connect: Communication 101
June 19, 2018
Adobe Connect: Communication 101
Score 8 out of 10
Overall Satisfaction with Adobe Connect
In my organization, we use Adobe Connect on a daily basis to ensure immediate communications between consultants and managers (Team Leaders). The ability to connect one on one, go to a breakout, share information, and get immediate assistance when assisting customers is vital in today's virtual world. Used in various departments and with various vendors within my organization, Adobe Connect solves problems by allowing employees to receive answers as soon as they are posted in the room. If we have an issue that requires a Manager to view our screen, etc., this can be done in the current room, or Managers may choose to move to new rooms giving one-on-one assistance. In addition, file sharing and polls help the employee respond to questions as a whole, or individually based upon the needs of the managers. Adobe Connect also solves the problem of communication in a business by not limiting interactions to the typed word, but also allows for attendees and hosts to communicate by calling into a phone number with a passcode for one, or multiple employees to access the room and bridge; thus, allowing vocal communication if needed. This can be limited by the hosts.
- Immediate communication within a secure environment between the host, or hosts, and attendees is a major benefit of Adobe Connect.
- The ability to screen share is second to none and can be done immediately in the current session, or if the host pulls an attendee, or attendees, to a Break Out.
- File sharing when those important files come through that require notification to a group as a whole is also something Adobe Connect does well.
- Finally, the ability to post polls, create a white board for interaction with employees, and other items are just some of the benefits of Adobe Connect
- The one major issue I have experienced with Adobe Connect is the lag or "boot" when there are too many people present. When attendees reached the maximum amount, I see a huge lag when moving to a Break Out, an unresponsive or frozen room, or one may get what we term "booted". This is very frustrating for employees when time is of the essence.Opening up the parameters a bit on attendees to prevent these issues would be greatly appreciated.
- Color. Color. Color. Although you are in a working environment, color is appreciate, but limited when creating pods to discuss or post items. The background is very drab and has no "pop" to it. Employees may see items differently if the pods background was something other than gray.
- Videos. Videos tend to have a lag as well when doing real-time face to face discussion. There seems to be a pixelation issue that has been occurring for years now when viewing videos.
- On a positive note, I believe this has increased the scores of agents in a way that is influential and it shows. Getting immediate answers for problems plaguing our agents is first and foremost in making sure that we are not only addressing the vendors needs, but the customer's as well. We have used other platforms in the past. This has a far better impact on our overall numbers, I believe, as well as employee success and confidence.
- Negative impacts by employees and affecting overall numbers in the company may be attributed to the lag or "boot" when agents are removed from the room without warning. This can cause confidence of agents to plummet and leave them without any support.
Bar none... Skype Business was used for a short period of time. Rooms crashing, lag, inability to screen share at times, room limitations, etc... These were all issues we faced when moving to Skype Business as a way to interact. Although there are many issues with Adobe Connect, these issue are nowhere near what we faced when attempting to communicate with Skype Business on a large scale.
If communicating with 30-90 agents in the virtual world, Adobe Connect definitely allows for the communication in a simplified environment. For example, f you have 30 agents taking calls, this program offers a way for agents to communicate. If questions are needed answered, the hosts have the ability to pose those questions and get answers from the group. In a smaller group, this may be a bit of overkill and may not be needed. Large groups of 75-100 would create and environment that is less appropriate as there are to many people asking questions and not receiving answers. This amount of people in one room may get lost in the confusion.