From Reactive to Proactive: How AV Operations Are Being Transformed
A conversation with Mike Gleason, Chief Revenue Officer – Americas, Utelogy Corporation
Leading Growth at Utelogy
Mike Gleason has been with Utelogy for nearly two years. As a growing company, Utelogy is lean by design, which means team members wear many hats. In his role as Chief Revenue Officer, Mike’s core responsibilities include developing and executing revenue strategies, leading sales teams and initiatives, and aligning company growth with strategic partnerships.
Turning Manual Processes into Intelligent Automation
In the AV world, the vast majority of support processes remain manual and reactive. Utelogy is changing that through automation and intelligent service management workflows. The platform enables end users and MSP partners to manage their AV/UC environments proactively rather than reactively.
Utelogy’s platform can perform automated, self-testing room sweeps, eliminating the need for IT staff to manually test every conference room each morning. Self-healing capabilities allow the system to automatically detect when a room’s baseline configuration has been altered and restore it to its original, validated state, without manual intervention. The cloud-first platform allows admins to monitor their environment from anywhere in the world and react to issues in seconds, without onsite intervention.
A True Single Pane of Glass
Utelogy offers what it calls a “360-degree view”, a way for customers to manage their environment without jumping between multiple manufacturer-specific portals, which often leads to portal fatigue and longer mean time to resolution. As a vendor-agnostic platform, Utelogy provides a genuine single pane of glass to monitor and manage an entire environment from one portal, regardless of manufacturer.
When a meeting space goes down, IT support teams put both their reputation and internal operating costs on the line. With Utelogy in place, issues are detected quickly, root causes are identified, and a single source of truth is provided to accelerate resolution.
Measurable ROI in the First Year
Utelogy has extensive case studies across multiple industry verticals where clients achieved measurable ROI within the first few months of installation and saw the platform pay for itself within the first year. Highlights include a Fortune 10 organization that saved $2.7 million in a single year through self-healing capabilities, and a large financial institution that reduced its mean time to detection of AV issues from 75 minutes to under 60 seconds. These examples represent just a portion of the real, first-year cost savings the platform has delivered for customers.
Empowering MSPs with the Integrator Package
Utelogy works with MSPs around the world that use the platform as the engine behind their managed services businesses. Partners leverage Utelogy to remotely troubleshoot and resolve issues, automate overnight room testing, and deliver daily health reports showing which rooms passed or failed—so issues are identified and resolved before employees arrive at the office each day.
Dashboards and reports also give clients clear visibility into how meeting spaces are being utilized, how AV equipment is performing by manufacturer, and how to plan effectively for upgrades and technology refreshes. The result: customers reduce costs, minimize downtime, and shift from reactive to proactive management—significantly reducing the need for manual truck rolls and onsite “smart hands.”
Analytics That Drive Action
Utelogy’s analytics focus on giving organizations meaningful, actionable visibility—not just status charts. The platform generates insights into device health, room usage and utilization, and alert metrics, made available through customizable dashboards, reports, and on-demand data exploration. Customers can access this data through APIs, webhooks, or native integrations with ITSM platforms like ServiceNow.
This flexibility is critical. Some teams want high-level trends for budgeting and space planning; others need real-time telemetry for support, automation, or predictive workflows for their internal ITIL processes. By making data accessible in multiple formats and pipelines, organizations can feed it into their existing ITSM and AIOps tools, correlate it with broader IT data, and build more proactive, efficient operations. Ultimately, analytics help reduce downtime, improve resource allocation, and ensure meeting spaces and media environments are performing the way the business expects.
AI Is Reshaping the Platform—and the Business
AI is becoming a much larger part of how Utelogy delivers value and how it runs internally. Recently, the company announced Utelogy Predict, currently in active development in collaboration with Intel. This new feature will bring advanced predictive maintenance, anomaly detection, and deeper insights to the platform, allowing organizations to identify issues earlier, understand long-term trends, and operate their estates far more proactively.
Utelogy is also investing heavily in agentic AI running on its MCP servers (in active Beta). With natural-language interaction, users can run diagnostics, retrieve status updates, analyze trends, and gain actionable insights that enable AI-driven control across their operational environment offering a secure, enterprise-ready solution. This empowers teams to preempt issues earlier and make more informed decisions at scale.
And importantly, AI isn’t something Utelogy only builds for customers. The company leverages it internally across teams for data analysis, support workflows, product planning, and operational decision-making helping our teams move faster, understand users better, and focus engineering efforts on the highest-impact areas.
The Utelligent Partner Alliance
Manufacturing partners are a critical part of Utelogy’s success. Utelogy invests in them, and they invest back. The company works closely with partner teams to ensure visibility into their APIs, enabling integrations that provide clients with the data they need to make informed decisions. Utelogy currently works with over 200 manufacturers and supports over several thousand unique models, an achievement that would not have been possible over the past 17+ years without strong alignment and partnership.
What’s Ahead for Utelogy
Utelogy consistently delivers new features, functionality, and innovations; from cloud-based technology tools to automation and AI. With the largest AV telemetry database in the world, the company is uniquely positioned to accelerate innovation and drive the AV/UC industry forward. As Mike puts it, “We have been the leader in this space for years and are not resting on our laurels.”
The Future of the Pro AV Industry
The AV industry is entering a new phase where software, data, and automation are no longer optional, they’re becoming the foundation of how modern environments are operated. For years, the industry talked about AV/IT convergence; now it’s finally materializing through networked devices, cloud-connected systems, and tighter alignment with IT workflows and security practices.
What’s next is a shift toward ecosystems that are measurable, manageable, and integrated. Organizations want AV to behave like the rest of their technology stack: centrally monitored, data-driven, automated, and connected to ITSM and AIOps tools. This doesn’t diminish the importance of AV, it elevates it. When AV data can flow into the same platforms that track service health, security posture, and user experience, it becomes far more strategic to the business.
This evolution will challenge teams who rely solely on manual checks or isolated, hardware-centric approaches. But it opens meaningful opportunity for those who embrace vendor-agnostic platforms, open standards, and automation. The move away from reactive support toward proactive, analytics-led operations positions AV professionals as true partners in workplace experience, no longer just a break fix response. The organizations and integrators who adapt to this model (combining AV expertise with data literacy, IT alignment, and software fluency) will define the next decade of the industry.