Telepresence Solutions

Enhanced Telepresence Services

Glowpoint has been providing high quality "white glove" service as part of its product offerings for years. Now, with the introduction of telepresence technology and the accompanying high expectations for quality, performance, and service, we provide the telepresence support services you need.

Telepresence Solutions include:
	Video Network Operations Center (VNOC)		Reporting and statistical data for room performance and adoption
	Full maintenance and support for telepresence rooms		Support of rooms on private networks or combined with Glowpoint network solutions
	Patented Live Video Operator Support On Demand

 

At Your Service

	Single Point of Contact- VNOC "at your service" support is a single point of contact, accessible via our video concierge service, which is integrated to the room experience through the touch of a "support" button. In addition, dedicated toll-free dial-in access or Web mail/portal access is available for help anywhere, at anytime.
	Service Reviews Glowpoint will host a quarterly meeting to review the statistics provided in the monthly Stewardship Reports. The service reviews shall provide a forum to discuss areas of success, areas in need of improvement, as well as upcoming events or items that require input from Glowpoint.

Telepresence Video NOC and Concierge Services

Glowpoint’s Video Network Operations Center (VNOC) teams provide comprehensive support for telepresence suites.

  Scheduling and Management - The scheduling and management of these high-tech rooms is critical. Glowpoint also provides a dedicated toll-free number, a concierge service, and web portal scheduling tools. Confirmation notifications are provided to requesters and participants.

  Call Launching and Monitoring - A telepresence operator can manage the successful launch and connection of all sites in the telepresence meeting, including point-to-point or multi-point calls. Our VNOC team continuously supports and monitors all telepresence calls, including digitally monitoring connectivity levels with a qualified Glowpoint video producer. Your Video Operator is always available to ensure a high-quality experience - every time.

  Help Desk Support - Our VNOC provides technical support for all active calls during a telepresence meeting. When required, we can coordinate with hardware vendors and integrators to repair or replace any component parts or resolve room integration issues. As the single point of technical support for your telepresence solutions, our top priority is to ensure a high-quality, uninterrupted experience.

  Stewardship Reporting - Provides key metrics on a monthly basis to identify areas of success, as well as areas in need of improvement, regarding each telepresence room, associated network, and support levels. Some of the statistics provided include: Network and room service levels and availability, number of conferences held, total hours of usage and details, mean time to respond and repair any technical issues, along with a root cause analysis and corrective action plan where applicable.

  Training - We believe that the successful use and adoption of video communication requires ease of use, which comes from knowing how best to use the system. We host training sessions for customers and provide periodic training updates as requested.

  Interoperability Testing and Support- Glowpoint is one of the industry leaders in evaluating and testing video communication equipment for reliability and interoperability through our Glowpoint Certified Program. The telepresence experience is most effective when compatible with other video rooms - and businesses outside of your private network. Glowpoint addresses this need for our telepresence clients.