I'm not crazy about the image, either. I think it's okay not great.

I was hoping the design agency would take more of a lead in creating a concept that conveyed what the product does, but it mostly fell to me.

"KVM over IP" is a hard concept to represent visually. If you already know what a KVM over IP is, then we can just show you a photo of ours, but if you've never heard of one before, the illustration has to do a lot of work.

Even on a regular laptop screen, it took a little too long for my eyes to grok what I was looking at. My initial impression from the photo is that this company is selling some SaaS and not a physical device.

In my opinion, the original page with the picture of the actual device made it much clearer what you were getting.

For the OP, perhaps use a color for the device's housing? Assuming the costs are the same, a cute little blue box would make it stand out in photos and give it more character than its current generic black. In illustrations, you could make the scene in black and white and have the device be blue, for example. To me, the goal should be to make that little box seem magical and unique.