PRESS RELEASE FOR IMMEDIATE RELEASE
12TH JANUARY 2005
1&1 Internet chooses Netviewer to optimise hotline customer queries.
1&1, the world’s number one web host have recently optimised their customer service by using Netviewer software solutions.
Distributed in the UK by Avanquest UK, Netviewer desktop sharing, remote support and web-conferencing software enables enterprises to increase productivity, improve operational efficiencies and reduce costs by facilitating the sharing of information in real-time, via the internet.
1&1 Internet AG in Germany receive a large volume of calls from customers every day. Whether it is setting up dial-up networking, e-mail, or DSL routers, by using Netviewer, customer service operators are able, whilst on the telephone, to view the customer’s screen, check computer settings, follow individual steps, identify problems, and provide a solution - all in real time. Problem solving is quicker and simpler, thus saving costs and increasing the satisfaction of both customers and employees.
1&1 have implemented Netviewer to their call centre in Germany. Thomas Zimmer, 1&1 Vice President for Customer Care & Billing Service says “Netviewer is an established supplier. The product completely fulfils our requirements.” He goes onto say “Netviewer has provided a clear increase in the value of our support. Both our customers and our company benefit equally from the fact that we can now respond to customer support requests even quicker and more efficiently than before.”
Netviewer specifically developed a 250KB program for 1&1 which could quickly and easily be downloaded from www.1und1.de/netviewer and is ready for use within seconds. A six-figure random code is generated by the software, which the support employee passes verbally by phone. Once the user has typed this code into his computer, Netviewer establishes a secure connection to the support PC. Every session is secured with Blowfish 128-bit encryption, as used by the SSL standard. The randomly generated connection number ensures that only the 1&1 consultant has access; third parties are fully excluded. 1&1 does not wish to make any changes to the customer's computer; consequently, the employees do not have remote-control rights. Assistance is offered simply with the help of the pointer. If the user wishes to terminate the Netviewer session, this is easily done at any time with the ‘Exit’ button.
Features of the full one2one products include:
• Simultaneous view of an internet user’s screen content
• Simple operation
• No installation or configuration necessary
• Maximum security with 128-bit encryption
• Assistance from remote diagnosis
• Simplification of complex support issues
• Reduction in call times
• Increased satisfaction for both customers and employees
• Cost savings
Avanquest is a leading provider of complete software publishing solutions to meet the global sales and distribution needs of developers. A fully integrated network of international value-added software publishers, Avanquest’s solution combines experienced product management, sales representation, package design, public relations and supply chain management systems, with proven direct retailer relationships in 90 percent of the world’s software markets.
Netviewer GmbH is one of the fastest growing software-companies in Germany. Netviewer GmbH publishes Netviewer-Software for Web-Collaboration, Desktop-Sharing and Web-Conferencing. Netviewer-Software allows internet-users to view each others screens simultaneously. Any application can be viewed and edited jointly: websites, spread sheet calculations, drafts and more. As communication becomes more efficient, time and money can be saved and productivity increased. More than 1000 customers’ world wide, including BMW, PriceWaterhouseCoopers, Siemens and Agfa are already using Netviewer-Software.
A live demonstration of Netviewer is available from Avanquest.
Please call Steve Puleston on 01752 241451 or email firstname.lastname@example.org for further information.
Tel: 01962 835000
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