A First Look at IVCi's Expanded Managed Conferencing Services®
Interview with IVCi Senior Vice President of
IntelliNet MCS®, Chris Böttger
By Nina Parker
Q. There have been some exciting developments with IVCi's IntelliNet Managed Conferencing Service. Can you tell me what is new?
A. I am pleased to announce that we are increasing our services under IntelliNet MCS: IntelliNet Professional, IntelliNet Telepresence, IntelliNet Call Center, and IntelliNet Custom.
Q. Why were these new services developed?
A. Our clients, which range from small and medium sized businesses to Fortune 500 companies, often have unique meeting requirements, so we have expanded our services to cater to these specific needs. We believe our customers, including those who are exploring high definition and telepresence solutions, will benefit from the flexibility of these services.
Q. Can you briefly explain each service?
A. Absolutely. Our clients want their video calls to run smoothly every time, but they may lack the necessary in-house resources or expertise to make this happen. IntelliNet Professional was designed to address this need; it is intended for customers who want their calls managed, scheduled, and coordinated, whether the meetings are planned or on demand. This service is based on our original IntelliNet offering, but it has some exciting new enhancements. For example, there is an automatic video call assistant which greets callers if they make a mistake - instead of the Gatekeeper Error code 16 that they would have otherwise been presented with. In addition, IntelliNet Professional uses ten digit telephone-style direct dialing. That means I can publish a single number, and anyone in the world on any video or even telephone system can directly dial that number, without the need for them to register into our world. That's unique, flexible, and very powerful. It means that there can be a single video mail box for a room or user that can be accessed from any video or telephone.
The second offering is called IntelliNet Telepresence, and it is a concierge, 24/7 VNOC service created specifically for telepresence customers. This service provides total management of telepresence solutions, including those manufactured by Cisco, Tandberg, and Polycom. Telepresence systems are more complex to run than traditional video conferencing systems, due to their substantial network and operational requirements. IntelliNet Telepresence helps create the true telepresence experience by delivering reliable, high definition telepresence calls, with minimal user interaction with the technology.
The next service, IntelliNet Call Center, is designed for kiosk applications. Many large organizations, typically retail, want to use video conferencing to reach more customers and reduce their cost per sale, while increasing customer satisfaction. They can do this by adding video to their audio only call centers. For example, wireless telephone companies, banks, and pharmacies want to increase the number of sales people at their retail stores, but they don't want the costs associated with staffing these locations. One solution is to put kiosks in the aisle, and connect them to a video call center. We have a powerful video call distribution engine similar to an audio Automatic Call Distribution Centre (ACD).
Finally, IntelliNet Custom is available for those customers whose needs fall outside of our other offerings. IntelliNet Custom utilizes IVCi's experience and expertise to provide a customized managed service, depending on our customers' unique requirements. For example, we can manage our customers' bridges from their location, provide hosting for their bridges, run management systems, and providing on-site staffing.
These additional services really build on the managed services we have been delivering for many years. We are excited to continue to be a true single-stop provider of video products and services from room-to-room, with total accountability.
Q. Do these new services reflect a changing marketplace?
A. Yes. We have had many managed customers over the years using traditional video conferencing solutions. The combination of a softening global economy, sky high fuel prices, green concerns, Cisco TelePresence TV advertising, and the HD expansion have led to an increased demand. This demand is not only with existing investments that many customers have, but with new Telepresence and HD systems that allow for an even better user experience. Another driver is Microsoft OCS (Office Communications Server); many users want a management service that can accommodate conferences taking place at the desktop. I am proud to say that we are in a position to manage any type of call, in part because our services are based on a unique video and network management engine that is more powerful than anything that is commercially available.
For additional information regarding Managed Conferencing Services call 1-800-224-7083, or click here to have an IVCi Representative contact you.
A Video Conferencing
By Nina Parker
There was a short delay after an elementary school student asked Expedition 17 astronaut Garrett Reisman,"What do you talk about on the ISS?" When the answer came a few moments later (work, training, and family), a live question and answer session between participants on Earth and the International Space Station had begun.
Students and educators gathered at the One Stop Richmond Hill Community Center in New York and at the Valley Christian Elementary School in California to take part in a 20 minute, multi-point video conference call with the ISS. The event was coordinated by NASA's Johnson Space Center via satellite, while the simultaneous New York–California (coast to coast) event was made possible with a TANDBERG video conferencing solution provided by industry expert IVCi. The event was made accessible to viewers nationwide via a streaming video link on the NASA web site.
In addition to having their questions answered by Mr. Reisman, the children were given a live demonstration of the effect of microgravity; the astronaut performed a somersault in mid-air, and effortlessly lifted an 80-pound container of water.
Neme Alperstein, Richmond Hill's Technology Program Administrator, believes in the power of video conferencing to take students to places they may otherwise never see first hand. "Students come here to participate in video conferences, so the children are very familiar with the technology. They did their research and were prepared when they spoke with the astronaut. Video conferencing is very interactive, and it enhances the children's learning. I don't think it's the future, I think it's the present."
NASA runs programs like this in-flight educational session to inspire students to study science and explore the possibility of a career in space exploration. Judging by the students' reactions, the event made an impact. "It is great to talk to an actual astronaut - it feels amazing," remarked one student. "It's like an adventure!"
For additional information regarding distance learning and video conferencing call 1-800-224-7083, or click here to have an IVCi Representative contact you.
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