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RHUB Communications Inc., a leading tech organization that has been providing web/video/audio conferencing and remote support technologies for more than 15 years, has announced the launch of its new RemoteHand solution. RemoteHand has the unique ability to significantly enhance communications during remote support calls between service reps who are out in the field working on repair issues, as they try to relay critical details to their tech experts located back at the home office. With RemoteHand, field teams are not only able to use their smartphones to show HD quality video of the equipment being serviced, but they can also use a drawing tool directly on the live video feed to make clear annotations, circles, drawings or to pinpoint the exact area needing repair (the office reps can even draw back). This unique feature greatly empowers in-office staff with the ability to more clearly hone-in on the repair that's taking place in the field so solutions can be easily identified and the problem be fixed quickly.
Furthermore, RemoteHand allows workers to maintain social distancing as tech reps can work from the safety of their office or their home, as they assist their teams out in the field by using this "contactless" remote technology to service and repair jobs on residential or commercial work sites. The solution also empowers companies to still get the job done while sending out fewer workers in the field, thereby giving organizations the ability to further protect the health and wellness of their employees.
From residential equipment, HVACs and appliances that have many parts, wiring, and small components, to larger industrial equipment, commercial parts and manufacturing facilities, RemoteHand is now allowing tech experts back at the office to get up close and personal with the intricate details that their reps are seeing out in the field. In basic terms, the technology takes the frustration and guess work out of trying to communicate what wire, what plug, what screw, what switch to pull, what button to press, etc., during repair assistance calls (whether that call is from a field rep back to their office staff, or from tech support calling someone in their home to fix their computer, internet or cellphone). By using RemoteHand, maintenance and repair time can be greatly reduced from hours to just minutes in some cases.
"Can you imagine the amount of productivity and operational efficiencies that companies will gain simply by using RemoteHand to help facilitate their field and tech support needs?" said Larry Dorie, CEO and co-founder of RHUB. "How many times have you tried to describe a gadget or wire to a service rep over the phone and they just didn't get it? Or tried to show a video of some equipment with 200 small parts and the guy on the other end still could not fully see what you were talking about? This lack of clarity adds up to hours of troubleshooting, but with the interactivity of RemoteHand you can significantly mitigate the trouble that typically comes with troubleshooting."
"As a channel partner to RHUB, I have been recommending that our clients use RemoteHand to support their business needs," said Carlyle D'Souza of Monsoon Networks. "But one day I had a tech repair guy at my home and realized that I needed to use the service personally because the repairman was having a hard time trying to explain to the rep back at the office what was going on with my equipment. That's when I decided to have them use my RemoteHand service allowing the rep to clearly show and annotate to his home office staff the exact area needing to be fixed. It took them only three minutes to fix what was originally taking them one hour to try to figure out to repair. This service is truly a life and time saver."
RemoteHand can be used across a variety of industries:
Furthermore, even if a field rep is deep in a man-hole or underground where the wireless service is low or they have no internet at all, RemoteHand can still work. The server can be powered by battery, and together with a Wi-Fi router, can instantly bring a team together to collaborate in fields like with mining, construction, gas and oil, or electricity maintenance. Companies can also use a private cloud at their own data center to communicate with team members and customers via their computers and mobile devices.
Other features of RemoteHand include freeze view by taking a screen shot; annotate over real-time video; simultaneous annotation; mobile-enabled SMS for invites; collaborate securely with multiple parties remotely; record sessions for auditing and training; Zoom and mobile flashlights; show screen information of drawings/schematics; and coming soon, optional hand-free webcams mounted on helmets.
RemoteHand operates through RHUB's flagship product TurboMeeting 8.0, which is the latest version of the company's web conferencing and remote support tool.
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