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Hyperwave presents eConferencing Suite 3.1: The new solution revolutionising manufacturer support
Starting immediately, Hyperwave will be using the new, more advanced eConferencing Suite 3.1 for its own support desk, to provide its customers with better and more direct assistance.
Hyperwave, one of the providers of Collaborative Information Management (CIM) solutions, introduces the new eConferencing Suite, version 3.1. The virtual conference centre is not only the ideal tool for regular meetings with a freely definable number of participants, but also facilitates a rapid and spontaneous exchange between colleagues. The application most suited to your form of collaboration is always at the ready, including simultaneous audio and video communication, text chat, communal whiteboard and application sharing. Hyperwave’s own support desk will now also benefit from these enhancements. Complicated explanations are a thing of the past: thanks to eConferencing Suite 3.1, customer queries will now be solved in direct collaboration.
"Conferencing solutions must show flexibility in facilitating spontaneous communications processes within a company. On the one hand, this means ease of use; on the other, the capacity to optimally replicate a variety of meeting scenarios,” says Thomas Lederer von Witten, V.P. Business Development at Hyperwave. "With the enhanced eConferencing Suite 3.1, we can now offer our customers a solution which is flexible enough to adapt to their individual needs and always makes the appropriate tools available.”
Ideal support for collaboration
Integration into the Hyperwave Collaborative Information Management Platform means that employees no longer have to register individually. It can be seen at a glance as to which colleagues are online and available. The eConferencing Suite 3.1 offers a selection of tailored meeting templates, so that presentations or conferences, for example, are properly supported. Furthermore, the eConferencing Suite 3.1 actively contributes to improving information dissemination within your company, as all conferences can be saved and forwarded on as required. At the same time, Hyperwave uses proven features to protect sensitive files and yet allows the desired information to be rapidly located.
Hyperwave support - now even closer to the customer
The Hyperwave support desk now communicates even more directly with its customers using the many features of the eConferencing Suite 3.1. Problems can be demonstrated to the support experts live. Where desired, the communication can be recorded and forwarded onto third level support or the competence centre without compromising information quality. Customers benefit from a simpler and considerably quicker process. Thomas Lederer von Witten explains: "We are convinced that the use of eConferencing Suite 3.1 will reduce the throughput times our customers experience on their trouble tickets. Complex descriptions of problems per e-mail or telephone are a thing of the past. Now our support team is literally immediately at our customer's PC."
Uncompromised data security
Support can only access information which has been made available by the customer. The new eConference Suite 3.1 ‘partial sharing’ function contributes to information security: the customer can decide whether to authorise access to an entire application or desktop, or only to a certain portion of the monitor view. Even where the support staff has been authorised to remotely manipulate the application or workstation, the customer can at any time resume control. Simply moving the mouse is enough to interrupt remote access.
Starting immediately, all Hyperwave customers with access to the Hyperwave extranet can use eConferencing Suite 3.1 to speak directly to our support team. 25.05.2007, Rebecca Stich
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