Video Link Based Customer Support Demonstrated in Melbourne

by Jim Cahill | Mar 18, 2014 | Services, Consulting & Training | 0 comments

Author: Craig Abbott

In March, the inaugural demonstration of our new Distributed Experience Hub was given to members of our global management team. This new initiative enables customers to activate a live video feed for real time support from teams across the Asia Pacific region.

The Distributed Experience Hub arrives in a small box, a 1-foot cube, containing the teleconferencing hub, a video camera and a microphone. The hub is connected to a TV, the internet and powered up. From here, the customer can open up a direct connection to Emerson support teams in India, Singapore or China, or start a conference session including multiple support teams all at once.

The hub also contains a DVI port, which can be connected to a PC or laptop. This allows the customer to share a view of their screen from a process control system, without having to provide any access to the system. Support team member can then view a live feed of process events in order to assist resolving any issues whilst maintaining absolute security of the process control system.

Distributed Experience Hub (DEH) links together the company’s technology and service centers in Singapore; Nanjing, China; Pune, India; and Manila, Philippines, transforming them into experience centers for customer collaboration and demonstrations.

At the demonstration, team members from India and Singapore role-played three different examples for uses of the system. These included a customer calling in for support and sharing a view of his DeltaV system, a remote witness test of a flow meter calibration, and a training course linking a trainer, the students and equipment from three different locations. Support, witness tests and training, however, are only scratching the surface of the potential for this system.

Emerson has invested in the technology to broaden access to our support teams and will be expanding the system to include other support teams around the world. No matter where your plant is located and no matter where the support team is located, we can put them in touch.