APPLIED GLOBAL TECHNOLOGIES' GROUND BREAKING CONFERENCING PLATFORM AUTOMATES USER SUPPORT - SAVING SIGNIFICANT TIME AND MONEY
New automation platform eliminates top three end user support calls
Rockledge, FL - November 2, 2005 - Applied Global Technologies, proven experts in IP collaboration technologies and solutions, has just completed an internal study of its managed services' customers and reports that it is eliminating up to 80% of customer support calls through its VIDEO PRESENTER™ conferencing platform. As a result of AGT's smart menu-driven services, built into the VIDEO PRESENTER™ technology, end users are not only accessing video conferencing on-demand, but are doing so without engaging support personnel.
"The major barrier to mass adoption of video conferencing has been the huge support burden placed on end users, requiring users to make too many support calls that take too long to fix," stated Mike Valletutti, Chief Executive Officer, Applied Global Technologies. "Traditionally, the service industry has been in a reactionary mode - staffing bigger help desks, building support tools and adding local support personnel. Yet, this has resulted in little overall improvement in utilization and customer satisfaction. This industry has been so focused on treating the symptoms when the answer is prevention - an elimination of the support issues rather than a reaction to them."
The research reveals that, as a result of the VIDEO PRESENTER™ technology, end users are no longer requiring assistance to show Power Point presentations and related content within their group video meetings. AGT's unique presentation storage and recall technology eliminates the need to support laptop connections, endpoint software downloads and memorization of special commands. Incorporating presentations during a video conference is achieved through a simple menu system that works universally across all major codecs and endpoints.
End users are no longer seeking assistance to make sure all parties in a group video meeting are experiencing the same video and content. AGT's new technology handles all the translations necessary to support legacy, H.239 and PCs in a transparent manner to the end user. AGT solved the H.239 and non-H.239 issue through the Dual Stream Mux capability.
Another benefit is simplifying the remote control, which has been intimidating to the average user. By delivering a menu to each endpoint, accessible by a single key press on the remote control, users are able to access services using the remote control without difficulty.
In addition, users are no longer seeking assistance on recording and streaming group video meetings as the VIDEO PRESENTER™ service provides an immediate recording and streaming feature in the menu-driven system. This feature allows the user to determine which part of each meeting is actually recorded and saved for future use.
"Once you make recording simple enough for any end user, you start seeing huge increases in recorded content available for training, sales and digital outreach to employees, customers and partners," stated Ben Atha, CTO. "Recording of content was revolutionized by today's DVR and TiVO technologies because it was built into the system rather than bolted-on using VCRs and DVD recorders. It wasn't the inability of these legacy systems that prevented end users from recording; it was the lack of an elegant and smart menu-system that logically walked users through the process."
As a result of these findings, AGT is now able to focus its personnel on strategic collaboration efforts for each customer - dramatically improving the Video Network Managers' value to the organization. The on-site personnel are now able to focus their attention on increasing usage within each organization and positively impacting ROI for each customer.
"Over the past ten years, the industry has dramatically reduced hardware cost while improving overall video and audio quality, but until now, there has been little innovation to reduce support costs and improve the support model," added Mark Cray, Director of Managed Services, Applied Global Technologies. "It required a breakthrough in technology for us to discover an innovation that dramatically reduces support costs and Total Cost of Ownership for a video network. We're not saying that we can do this because our help desk is smarter, better, faster, cheaper than the next guys. We're saying that we've made architectural design decisions with our technology to allow for "smart automation" to accomplish this breakthrough solution."
About Polycom®
Polycom, Inc. is the worldwide leader in unified collaborative communications (UCC) that maximize the efficiency and productivity of people and organizations by integrating the broadest array of video, voice, data and Web solutions to deliver the ultimate communications experience. Polycom's high quality, standards-based conferencing and collaboration solutions are easy to deploy and manage, as well as intuitive to use. Supported by an open architecture, they integrate seamlessly with leading telephony and presence-based networks. With its market driving technologies, best-in-class products, alliance partnerships, and world-class service, Polycom is the smart choice for organizations seeking proven solutions and a competitive advantage in real-time communications and collaboration. For additional information call 1-800-POLYCOM (765-9266) or +1-408-526-9000, or visit the Polycom website at www.polycom.com.
About Applied Global Technologies®
Applied Global Technologies® offers its customers proven expertise in IP collaboration with the mission to transform companies from buyers of technology into users of technology. As a dedicated collaboration managed service provider, AGT takes the enterprise vision of fully integrated IP networks and applies it as an effective, ROI-centered solution for today's progressive and agile businesses.
AGT also offers ON DEMAND video conferencing, presentation, recording and streaming services featuring VIDEO PRESENTERTM and VIDEO EVENTSTM. Supplemental solutions include engineering and A/V integration, IP video migration and analysis using FATHOMTM, and billing and utilization management software with NEXUS c/RTM.
In addition to its work in the commercial marketplace, the eleven-year old private corporation provides conferencing solutions to the Pentagon, branches of the US Military and civilian agencies, as well as numerous federal and state government facilities. The Company's continued advancement in communications is being felt around the world. The company is listed among the fastest growing private companies in America (Inc 500).
AGT partners with those companies that bring value to its customers. Applied Global's current partners include: Anteon, AT Alliance, EDS, Glowpoint, Infonet, MiCTA, Polycom, Radvision, SAIC, Sprint, Global Crossing, VCON, and BellSouth.
Applied Global Technologies' international headquarters is located in Rockledge, FL with field support offices in Atlanta, Dallas, Honolulu, Okinawa, Ottawa, Phoenix, Seattle, San Diego, Virginia Beach, and Washington, DC.
About Frost & Sullivan
Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics. For more information, visit www.frost.com.
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