Volume 8, Issue 9 — September 2, 2015
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Tiner’s Take Editorial Editorial
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Measure Your Success
By Scott Tiner rAVe Columnist
In my recent rAVe DS column, I wrote about the value of developing a strategy for digital signage and from that strategy developing metrics to measure whether you have achieved your goals. As we prepare for another academic year to begin, I am thinking about how we measure the success of technologies in our classrooms and presentation spaces. How do we, as technology managers, or the integrators we hire, decide whether the spaces we support are providing the function for which they were designed?
I have developed a set of recommendations that can apply to either tech mangers who support the rooms in-house, or to integrators who support the spaces remotely. First, you need to create a balanced scorecard that clearly states your goals. Second you need to start collecting useful metrics about the spaces you are supporting. Finally, you need to analyze the metrics you created and see if you are achieving your goals on the balanced scorecard.
A balanced scorecard is a concept used by many businesses to make sure they are achieving goals that are not strictly financial. The concept of a balanced scorecard is not used much in the higher ed world, but is very useful because it does not focus solely on financial measures. One of the measures in the balanced scorecard is customers. How do you want your customers to view you? In the case of technology support, this looks like: time to close calls, number of calls per room/per usages, wait time between problem report and arrival of (or communication with) a technician. A second measure of the balanced scorecard is internal business processes (also called operational performance by some). This measure is used to gauge things like total system up-time, peak time available and whether your systems are secure. A third part of the balanced scorecard is learning and growth. This is measured by driving down the number of problem calls you get. If you are learning and growing, you should be eliminating predictable problems as you discover them. It also can be used to measure whether your employees are achieving certifications, taking online refresher courses and staying up to date. Finally, there is a portion of the balanced scorecard that looks at financials. This is something that we, in education, are very weak with. However, when done well it can be very informative and useful. When we talk about class capture for instance, we normally look at the installation and equipment cost. Yet, we don’t often break that down into comparative numbers that tell us how much it costs per use. Or better yet, how much it costs per viewed recording. Those are numbers that are actually useful. If your institution has a push towards encouraging faculty to use Class Capture, then having those numbers (on the costs), and setting a goal of driving them down (because they are used more), is a great metric for your scorecard. For more information on the Balanced Scorecard, check out the Harvard Business Review. There is a great read from the people who invented the concept, Kaplan and Norton. The image included here shows a potential scorecard with the goals discussed in this article.
Now let’s think about metrics. You should only be collecting metrics that are valuable to you, and you can put to direct use. Some examples of useful metrics for most institutions would be:
- Number of hours in a defined time period that the technology is used.
- Number of problem calls that are classified as technical problems
- Number of problem calls that are classified as user/training problems
- Cost of resolving an average trouble call
- Number of hours in a defined period that specific technology (class capture, clicker, collaboration) is used
- Time to close open problems
- Down times of spaces
I am sure that you have some very specific metrics that may be of interest to your institution that I have not listed. I just warn you to be thoughtful of what you collect and how you collect it. For example, in the past we collected the number of lamp hours used in a day. We assumed this would tell us how much the projection system was used. However, we found that projectors were left on when not being used. So, while the data may have been useful for some analysis, it was not an accurate number of how often the technology was being used. If you engage with a skilled programmer, together you should be able to define the specific metric you want to understand, and the programmer should be able to find a way to collect and report that metric.
If integrators were to start thinking about offering services and consulting to institutions to help them think about metrics and scorecards, it could be a lucrative business opportunity. Many of the statistical systems, and reporting would be the same for different institutions, but the integrator would make money on the services. One of the few places that there is a profit margin left in the industry. If you are a technology manager, being able to provide this data to your administration will show that you are constantly looking to improve your services. Also, by simply implementing the scorecard your services will improve. A win, win for everybody. Leave a Comment
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Why Is Collaboration So Disconnected?
By Max Kopsho rAVe Blogger
It seems that every time I hear about collaboration in our industry lately it is referring to AirMedia, ClickShare, Brio, Via, Enzo or similar “Mirror Op” technologies and the emphasis is almost always on wireless and BYOD. These examples are great success stories and they have a great place in today’s marketplace. But I fear that with the message, we (AV) are missing such a huge market and better message around the fit for collaboration in existing infrastructure and enterprise environments. I know that some of these solutions have their enterprise versions but the overarching message from the manufacturers and channels seem to be BYOD and wireless “in room” content sharing.
How do we (as an industry) change the way we approach the customers with a new message to help them understand that there is so much more value to what the collaboration solutions have to offer their organizations? True collaboration is an enterprise application and can allow for content from anywhere on the network to be used anywhere on the network. The focus of the technological enhanced collaboration and communications industry message (of course) is around the increase in profit and productivity for our customers. Then how do we promote that message beyond the conference room and meeting space and make sure we are making it clear that these are solutions for the entire enterprise?
Here are my five steps for helping to transition your message from BYOD and wireless in a local space to make the message an enterprise solution to increase profit and productivity for the entire organization:
- Talk the Talk — Change your references to “BYOD” to “all your networked devices.” Make sure you are always referring to all of the devices as networked devices and continue to emphasize the fact that you are talking about ALL networked devices (wired and wireless). These simple changes and “turns of phrases” make a difference. Your IT customer may focus on what you don’t say. They may wonder why you do not mention wired devices when you talk about collaboration. That will leave them wondering if they can connect PC and Mac. When you do not mention “all your networked devices,” your customer may assume you can only connect to mobile devices.
- Ensure Interoperation — The emphasis should be that you can network your devices the way the customer wants to. There is no set way this must be done. Make sure you emphasize that these solutions can join an enterprise network, be set up on a separate physical network dedicated to networked AV or be separated using a logically segmented network for AV. Whatever way your customer needs to network, you can help them. All too often we go with an approach where these solutions must be implemented in one prescribed way (typically on a separate AV network — even in the wireless world and usually this is prescribed by the manufacturer) and that doesn’t have to be the case. Be open to working with the customer and doing it the way they say it needs to be done. You can, in-turn, find the right product from the right manufacturer that will fit the application rather than “force-the-fit.”
- Address Security — Security is important. Make sure you match and/or exceed the customer’s expectations on security. The keys to address security are “CIA” — Confidentiality, Integrity and Availability. You need to be able to confidentiality by preventing unauthorized use, integrity by safeguarding information and availability by making sure that only authorize users have access according to the customer’s prescribed requirements. Of course, all of that is at a minimum and there can be a lot more to address but it helps to know the basics and then when to bring in the experts.
- Be Flexible — Don’t lock yourself into one manufacturer. There are many options out there and each manufacturer has implemented their own set of unique values and options to their solutions. Seek out the balance of features, security, interpretability and standards that best fit your customer’s needs. Don’t be afraid to shop and to include your manufacturers in the pre-sales process. Many manufacturers have incredible resources on the pre-sales engineering side and many have now hired a lot of network engineers to assist in this area.
- Validate Support — Get comfortable with your ability to design, integrate and support your customers. Learn to leverage the support system that your vendors have. This support structure includes the design validation, pre-sales, integration support and (of course) after installation support. Warranties are nice but the support programs and people (skills, knowledge, and experience) are what really matters. Do your manufacturer and channel partners (distribution partners and manufacturer representatives) have the expertise to support the products you are installing? If so, use them.
Collaboration offers a sexy solution for the customer and is a really fun sell. The overarching message here is to think big. As I said in a recent blog: “Solve big problems, make big money” but more importantly solve big problems and sleep well at night knowing you served your customers well.
AirMedia is a registered Trademark of Crestron, ClickShare is a registered Trademark of Barco, Brio is a registered Trademark of Christie, Via is a registered Trademark of Kramer and Enzo is a registered Trademark of AMX. Leave a Comment
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An Evening with Polycom — On Software and Experience
By Leonard Suskin Pixel and Ink-Stained Wretch
Last week my fellow consultants and I were invited to an event at conferencing stalwart Polycom’s New York City experience center. It’s a pretty and shiny new spot at One Penn Plaza, with a nice river view outside and their technological toys inside. For me the more interesting part isn’t the specifics of a single manufacturer’s offering but a broader overview of how manufacturers — especially traditional hardware manufacturers like Polycom — are positioning themselves in today’s increasingly software-based world. If one can deploy a simple room system utilizing Hangouts, Lync, WebEx, GotoMeeting or similar at a price tag under five thousand dollars (This is possible. I’ll leave the actual design as an exercise for the reader.), then those who once sold videoconferencing appliances for tens of thousands of dollars certainly need to pivot towards a more modern, more scalable and less costly set of solutions.
Save a few PowerPoint slides on the back-end stuff and general system topology, there was very little talk of hardware. A few years back, the first thing I looked at in a spec sheet was a back-plane photo; today’s world of streaming, USB video and various forms of software-based manipulation make the standard “picture of the back” less interesting and, ultimately, less informative. What they did talk about was software.
This isn’t surprising; years ago, Polycom started to rebrand itself as a software company. (Side note: The other giant in the hardware VTC segment, Cisco, also considers itself a software company. Yes, most of what it sells are physical boxes in switches, routers and the like, but the magic — what makes Cisco what it is — is in its OS and implementation of various tools and protocols. In the end, everything is software — even things that look like hardware. End of side note). Overall, they discussed three broad pillars in what they see as the “workplace of the future”: workspace, workflow and experience (the latter involving both technical staff and end-users — this is an important shift in focus which we all need to make). Years ago, simply being able to share video content was something noteworthy and special. In today’s world, many users have — at least broadly speaking — video sharing and communication tools literally in their pockets. Enterprise-grade tools need to be as easy and intuitive to use as their consumer counterparts.
The handful of live demonstrations scheduled for the event all focused on software-based tricks and implementations. Small gadget-type items included the following:
- A face-recognition tool for their cameras which will pan and zoom to include only those parts of the room containing human faces. If someone wanders out, it will zoom in a bit to only cover those remaining. Additionally, it can count faces to provide analytics for meeting attendance.
- An “audio-fence” algorithm which will mute audio from a talker as they move away from a predetermined location. The example they showed was at the reception desk in the very experience center at which the event was held. If the receptionist moves back from her desk to, for example, sign for a deliver her audio will mute. This is a neat way to reduce unwanted side-chatter. I’ll note that it didn’t seem perfectly seamless — her voice did cut in briefly in the “away” position — but it is a neat idea.
- Smart muting to shut down remote microphones if human speech isn’t detected. For this demo, the talker at the far-end was eating a bag of chips. When he stopped talking, his mic muted even though there was still (so far as any of us could tell) noise in the room from the chips bag. I, for one, appreciate Polycom’s employees taking the personal risk of increased cholesterol in service of a product demo.
None of these are quite major enough to force a decision of one system over another, but they’re all nice add-ons and the kind of thing which can possibly tilt a close decision one way or another, depending on a client’s personal preferences and priorities.
Another demo, and the one in which they drew a direct comparison to competitors, was integration with Microsoft Lync. Lync has been an increasingly major player in the professional AV space for several years now, and integration with room systems and infrastructure has become increasingly smooth and seamless. Overall, I find direct comparisons to competing platforms slightly off-putting; the cynic in me is certain that anyone can find the one thing their system does better than the competition and highlight that. What made it interesting is that the aspect discussed was not a standalone special ability but tighter integration with the Microsoft environment. This says something about where the current state of the industry is; not many years ago it would be unthinkable for a manufacturer of room systems to focus on integration with desktop infrastructures. Now, it’s a centerpiece. As an AV designer, it also serves as a reminder that a client’s larger ecosystem is more important than ever. Does your client use Lync? This would be a great option. Do they use Google Apps? You’re best off looking elsewhere, as Google’s choice of a competing vendor’s platform to handle the “Hangouts” video chat feature leaves Polycom unable to offer the same tight integration.
The presentation and most of what we spoke about focused on the above kind of factor. Interoperability. Scalability. Even mention of various pricing plans which can simplify and increase the focus on operational expenditures as opposed to capital expenditure. In an increasingly IT-based world, this is more the direction in which we will have to look. They spoke of simplifying what has traditionally been a bit of a confusing and opaque price structure, about scalability, about interoperability.
It is telling that the very last demo — really an afterthought after the event had “officially” ended — was a demonstration of an immersive telepresence room. It is, no doubt, pretty. And it’s impressive. Sadly, it doesn’t fit into today’s world as well as it once did. It’s gone from flagship product to a very niche item, albeit a fun one on which to end a visit. Leave a Comment
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Nureva Is Ready to Sign Up DealersNureva announced yesterday that it’s ready to set up a dealer channel in North America. The company offers a compelling proposition for dealers who are focused on building markets for new products that is based on three components — innovative products, strong financial rewards and integrated team approach. The financial rewards recognize the active market-development activities that dealers must undertake to develop awareness of and demand for Nureva products. A hallmark of the dealer program is Nureva’s commitment to working closely with dealers to ensure their success.
Nureva recently introduced the Span ideation system at InfoComm in Orlando, Fla., to positive market reaction. The system draws upon familiar, simple and flexible tools already widely used in paper-based ideation, including sticky notes, images, sketches and flip charts. The Span ideation system received our Best of InfoComm Award for 2015, in fact. The system will begin shipping later this month.
“Recruiting and enabling dealers who not only have a significant customer base but who are also willing and able to do the necessary market-pioneering work will be key for us,” said Nancy Knowlton, Nureva’s CEO. “Our singular focus is on working closely with dealers, particularly in the early stages, to ensure their success.”
Dealers interested in exploring the opportunity can connect with Fred Arneodo, vice president of North American sales, at 587.779.7761 or via email here.
And, if you aren’t sure what it is, go here. Leave a Comment
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Extron Debuts 5″ Touch Panel with Integrated Control Processor Extron just launched the TLC Pro 521M an all-in-one 5″ wall mount touchpanel with built-in control processor. The fully-configurable TLC Pro 521M uses the same capacitive touchscreen of their TLP Pro 520M TouchLink Pro Touchpanel but adds a control processor inside of it. Power over Ethernet (PoE) allows the touchpanel to receive power and communications over a single Ethernet cable and it’s aimed at classrooms, boardrooms and meeting rooms.
The TLC Pro 521M can be customized using Extron GUI Designer software. This interface design software offers ready-to-use templates for a wide variety of rooms and presentation environments. It is configured using Extron Global Configurator Plus or Global Configurator Professional software. The TLC Pro 521M also integrates with Extron’s GlobalViewer Enterprise software for complete AV resource monitoring, management, and control over a computer network.
Here are the details. Leave a Comment
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Entry-Level Screen Goo Basic Paint Now Available Worldwide Goo Systems is the maker of Screen Goo, a high end projection paintable surface used for home theaters, small meeting rooms and classrooms.
However, there are other applications where depth of image is not as much of a consideration. Displaying spreadsheets in a boardroom or classroom or projecting hymn lyrics in a church sanctuary and other similar text-based and simple graphics applications don’t require the sophistication of the of a full blown Screen Goo installation. Goo Systems has developed a new product called Goo Basic for these installs.
Available in White for fully light controlled environments and Grey (negative gain) for moderately lit rooms, Goo Basic is a fraction of the cost of the original Screen Goo. Should the end user’s projection needs evolve, a Goo Basic Screen can be upgraded to a Screen Goo surface with the addition of a suitable Screen Goo Finish coat.
Goo Basic is now in stock and available worldwide here. Leave a Comment
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Listen Technologies Intros the Loopworks Measure SystemListen Technologies launches the Loopworks Measure system, a new induction loop measurement system, and a continuation of the Loopworks concept first launched in 2014. The Loopworks Measure systems combines a multi-platform iOS App, a self-calibrating receiver and a suite of online tools and resources.
The Loopworks Measure App and R1 Receiver are supported by the Loopworks online database and reporting tools that automate the process of collecting data, creating certification or test reports that give users direct access to support from Listen Technologies’ loop experts. Loopworks Measure brings together excellent value, high performance measurement, and ease of use to create a new end-to-end Hearing Loop measurement system.
- Measure R1 Receiver: The R1 Receiver is an audio induction loop receiver with a vertically mounted pickup coil designed to be used in conjunction with the Loopworks Measure iOS App.
- iOS device: Loopworks Measure will work with an iOS phone or tablet running iOS 8.0 or later. It requires an internet connection to set up, and to sync with the database, though is not required during testing.
- The App: The Receiver works via the App, which is available FREE from the iTunes store. The Loopworks Measure App + Receiver can be used in simple meter mode, and users can sign up for an account to access the full range of Loopworks functions and to save data or record audio.
- Loopworks: An Ampetronic‐hosted database, where all test data is stored, and data can be commented and edited into reports and test certificates.
Ampetronic will provide online training resources for the Measure platform. This includes a downloadable quick-start guide, a reference manual, a webinar introduction and a number of instructional video packages. These will all be accessible through the Loopworks portal.
The Measure R1 device can be purchased direct from Listen Technologies website. The list price is $240 and all the details are here. Leave a Comment
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Anchor Audio Ships Bigfoot Portable Audio SystemAnchor Audio is now shipping its Bigfoot Line Array portable speaker system that was announced at InfoComm. The portable, battery-operated speaker system outputs 130 dB and 400 watts AC/DC of sound through its five 8” neodymium woofers and one high-efficiency tweeter, all powered by three rechargeable batteries and one neodymium compression driver. It comes in a durable UV resistant enclosure and two rugged, heavy-duty 8” wheels.
It offers up to four built-in UHF wireless receivers. Standard inputs and outputs include: two universal microphone inputs, one 1/4” balanced line input, one 3.5 mm AUX balanced line input and USB charging for portable devices. It also features standard built-in Bluetooth connectivity on all models and an optional built-in CD/MP3 combo player. The Bigfoot includes bass and treble controls for fine-tuning as well as a battery level indicator.
The Bigfoot Line Array is available à la carte as well as in packages with either two or four wireless receivers and microphones. The cost of a base unit starts at $3,350 and the top of the line package, the Bigfoot Quad, includes the system with standard built-in Bluetooth, a built-in CD/MP3 combo player, four wireless receivers and the customer’s choice of four wireless microphones.
Here are all the details. Leave a Comment
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Hall Intros U2-160-4 USB 2.0 ExtenderHall Research’s new U2-160-4 USB 2.0 extender includes an integrated four-port hub. The extender utilizes standard Cat6 cables to extend high speed data of up to 480 Mbps up to 160 feet (50 meters). It is driver-free and platform-free, so it can be connected seamlessly to any PC with any operating system. The hub in the remote end makes it capable of connecting multiple USB devices such as printers, HD webcams, KVMs, smart boards and more.
In most applications no additional power supply connection is needed as power is drawn from the host and sent through the Cat5e/6 cable. A universal power supply is included which can be connected to the remote hub when using high power USB devices.
Here are the details. Leave a Comment
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ViewSonic Ships 70″ 10-Touch MonitorViewSonic’s 70-inch, CDE7060T, LCD with 10-point touch is now shipping. Pre-installed with annotation software, the CDE7060T allows multiple users — from students and teachers to boardroom professionals — the ability to write, draw or annotate with fingers or stylus devices simultaneously. The LED-based display features native 1080p (1920×1080) resolution for HD color and clarity, while the embedded ARM dual-core processor.
Connectivity includes HDMI, VGA, USB, LAN and RS232 as well as an optional slot-in PC and it’s integrated ViewBoard software.
The CDE7060T lists for $7,299 and here are the specs. Leave a Comment
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Extron Upgrades SMP 351 Streaming Media Processors With Five Times More Internal Solid State StorageExtron just added two new models to its SMP 351 Streaming Media Processor lineup. These new models offer 400 GB of internal solid state storage to accomodate more AV content. All SMP 351 models feature five inputs, creating presentations by combining two high resolution signals, a background image, and metadata into dynamic layouts that enhance a presentation’s message. Extron’s FlexOS embedded operating system makes the SMP 351 easily-adaptable to changing requirements. Applications can be uploaded to FlexOS that empower the SMP 351 to automate system operation using control ports.
Requiring no license fees, the SMP 351 is a flexible, cost-effective media processor for delivering dynamic presentations to larger audiences. It is ideal for any environment where AV sources can be streamed live or recorded, and where multiple AV sources are combined to enhance a presentation. Organizations use the SMP 351 to communicate with staff or students who cannot be present at an event, affording all the opportunity to review and gain insight into the live experience. It can be adapted to many applications, documenting virtually any meeting, conference, or activity that uses AV sources. The SMP 351 is ideal for use in corporate, education, government, healthcare, courtroom, house of worship, and rental and staging applications.
Here are the details. Leave a Comment
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Audio-Technica Shipping AT2020USBi Cardioid Condenser USB Microphone Audio-Technica is now shipping its AT2020USBi Cardioid Condenser USB Microphone featuring iOS compatibility. Combining high-resolution audio with increased connectivity options, the AT2020USBi cardioid condenser microphone adds a new level of sound-quality and convenience to Audio-Technica’s USB microphone line.
AT2020USBi features include:
- Condenser microphone with digital output
- A/D converter with 24-bit/96 kHz sampling rate
- Mic gain control allows you to adjust input level on the mic itself
- Designed for podcasting, home studio recording, field recording and voiceover use
- Compatible with Windows 8, Windows 7, Vista, XP, 2000, Mac OS X and iOS
- Tripod desk stand with folding legs for secure and easily portable tabletop use
- Included USB and Lightning cables provide ready connectivity to computers and iOS devices
AT2020USBi specifications:
- Frequency Response: 20 – 20,000 Hz
- Power Requirements: USB (5V DC); Lightning (3.3V DC)
- Bit Depth: 24 bit
- Sample Rate: Up to 96 kHz
- Output Connector: Micro-HDMI
The AT2020USBi lists for $199.00 and all the detailed specs are here. Leave a Comment
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Kramer Intros Cloud-Based Control SolutionKramer released K-Touch 3.1 that’s capable of controlling lights, screens, sound, any AV equipment, HVAC, thermostats and more. Kramer says the K-Touch 3.1 is easier to use and reduces configuration time (compared to the previous version) with features such as sliders and new drag-and-drop programming modules for Apple TV, cameras, Vera Smarter Home Control products, Centralite Lighting and Kramer’s FC-26 I/O connectivity product. K-Touch 3.1 also introduces Apple TV IP control, immersive full-screen mode and support for iPhone 6 and iPhone 6+.
With K-Touch, end-users can control any device in the room over Ethernet. The solution is scalable to over 100 devices, all controllable from any iOS or Android touch screen.
Non-Ethernet-based devices with RS232, GPIO, relays, or IR can be controlled over Ethernet using Kramer FC-series I/O connectivity products or third-party devices. Kramer RC-series button controllers can also be incorporated into any project to provide tactile operation.
Here are the details. Leave a Comment
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Audinate Announces Enhanced Capabilities for Dante UltimoAudinate today announced a firmware update to the Dante Ultimo audio networking chipsets.
The new Ultimo 2.2 firmware adds several enhancements for OEMs building low channel-count audio products with Dante Ultimo. Dedicated four-channel input (4×0) or output (0x4) configurations at 96kHz are supported on the Ultimo 4×4 chipset, and minimum device latency has been reduced from 2ms to 1ms for both 2×2 and 4×4 versions.
The new firmware also delivers improvements to the Dante Device Protocol (DDP) that allow for visual product identification on a network and greater control capabilities via GPIO.
Ultimo is part of Audinate’s portfolio of high performance Dante devices and is a family of complete, fully featured, ready-to-use, single-chip Dante solutions for low channel-count networked audio products. The Ultimo family incorporates all the differentiated Dante features such as automatic device discovery, plug-and-play networking, custom device names and channel labels and network-based firmware updates. Ultimo is a perfect choice for networking low channel-count products, including powered speakers, microphones, AV wall plates, speakerphones, amplifiers, paging stations, personal monitoring systems, recording interfaces, intercoms and analog/digital break-in/break out interfaces.
The Ultimo Release 2.2 firmware is available immediately for OEMS. Ultimo is available in 2×2 channel (ULT-01-002) and 4×4 channel (ULT-01-004) configurations. Here are the details. Leave a Comment
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For all you REGULAR readers of rAVe ED [Education] out there, hopefully you enjoyed another opinion-packed issue!
For those of you NEW to rAVe, you just read how we are — we are 100 percent opinionated. We not only report the news and new product stories of the ProAV industry, but we stuff the articles full of our opinions. That may include (but is not limited to) whether or not the product is even worth looking at, challenging the manufacturers on their specifications, calling a marketing-spec bluff and suggesting ways integrators market their products better. But, one thing is for sure, we are NOT a trade publication that gets paid for running editorial or product stories. Traditional trade publications get paid to run product stories — that’s why you see what you see in most of the pubs out there. We are different: We run what we want to run and NO ONE is going to pay us to write anything good (or bad).
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