WebEx: A One-Stop Web Communications Service

by Denise Harrison, Producer

 

 

 

 
Click images for larger views
WebEx Meeting Center in Session
You can add videoconferencing to the meeting center
 
Once the customer is logged into the meeting, the support rep chooses the tools to solve a particular customer problem -- all through a standard browser.
 

Web-based meetings and collaboration have been around a while and they really work well for those corporations who decide to take the scary plunge. The problem has been that different companies offer different services and if you want to have meetings you go to one Web service, and customer support you had to go to another. From what it seems, WebEx is aiming to be a one-stop shop for conferencing over the Web. Whether for customer stupport or for global employee meetings or training, they're providing a Web-baseds solution for just about all the communications needs of a corporation.

The company has three services: WebEx Meeting Center for online meetings, WebEx OnCall for customer support, and WebEx OnStage for Web-based presentations.They say they have 4,000 corporate customers who communicate with customers, prospects, partners and suppliers.

WebEx Meeting Center

WebEx Meeting Center is for interactive online meetings. This service is good for sales presentations, interdepartmental meetings, trainings and any other relatively small-scale meetings. Capabilities include:

  • Demonstrate software, live
  • Allow anyone in the meeting to view, annotate, and edit any document electronically
  • Share an application on your system or share the entire desktop
  • Use remote control to provide support on the Web
  • Take meeting participants on a Web tour.
  • Integrate teleconferencing into your meeting
  • Add video to personalize your meeting

The only requirements are a browser and a telephone. All you need is a browser and a phone for personalize meetings as well as provide complete communication options including Chat, Internet Phone, PSTN Teleconferencing, and Video.

WebEx OnCall

WebEx OnCall is for Web-based customer support. The WebEx OnCall service enhances the effectiveness of traditional telephone-based technical support by allowing support representatives to instantly initiate online sessions so they can diagnose and fix problems using a set of interactive tools.

Capabilities include:

  • Show and annotate diagrams and schematics
  • Demonstrate how to use an application
  • View and diagnose an application running on a customer's system
  • Upload customer files for analysis
  • Download patches or updates
  • Remotely reconfigure a customer's system

    Next: WebEx OnStage for meetings with up to 1,000 people
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