Microsoft Office Live Meeting is a powerful tool for technical support organizations to conduct full-featured, real-time events for either individuals or large groups. Complete with interactive audio/visual capabilities, you can collaborate anytime, anywhere with just a PC and an Internet connection.

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• Identify and resolve tickets quickly with Live Meeting hosted Web conferencing

• See the problem

• Bring in the experts

• Accelerate closure rates

• Increase response rates

• Gain business knowledge and reduce training costs

• Develop strong customer relationships

• Work in a secure and familiar real-time environment

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Identify and resolve tickets quickly with Live Meeting hosted Web conferencing

With rich interactivity and the capability to share items on the desktop, your technical support operations can identify and resolve tickets quickly, and at a lower cost, using Live Meeting. Your customers can get back to work faster, too.

Live Meeting enables you to communicate and interact with customers more effectively. All participants, such as users, specialists, and vendors, can view the same desktop at the same time from anywhere, as if they were meeting in person.

Live Meeting enables you to go from problem identification to problem resolution faster and more efficiently.

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See the problem

Don’t waste time trying to decipher a verbal description of the issue. Use Live Meeting to share the user’s desktop and see for yourself what the problem is—enabling you to diagnose it more accurately and quickly.

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Bring in the experts

Easily add and remove attendees from sessions. When a ticket is escalated, you can bring in experts, vendors, or more experienced specialists who can add insight to any issue and help solve especially complex ones without having to call your customer.

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Accelerate closure rates

Accelerate your ticket resolution rates with Live Meeting. Specialists can proactively resolve technical issues on users’ computers rather than slowly walking the customer through the solution step-by-step.

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Increase response rates

By using application sharing to see and resolve issues faster, an individual specialist can have a greater impact by closing more issues, more easily during the day. Live Meeting enables you to leverage your existing staff more effectively to further increase your response rates.

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Gain business knowledge and reduce training costs

Reduce training costs by using Live Meeting to record past audio and application sharing sessions to demonstrate proper interaction techniques. New and experienced specialists can sit in on the same calls so that new specialists can learn from those with more experience.

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Develop strong customer relationships

Live Meeting’s recording capability gives you a documented history of service with a customer. Recordings can ensure that your specialists are delivering excellent service to your customers. Your exceptional service record will impact the entire organization by increasing customer retention and generating repeat business.

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Work in a secure and familiar real-time environment

• Reliability. Be available to your customers 24 x 7. Live Meeting offers 99.99 percent uptime. The reliable hosting infrastructure of Live Meeting also reduces potential single points of failure.
• Access and Security. Live Meeting servers and systems are independently audited for security. With nine layers of content security and three levels of access control to keep out unwanted meeting attendees, the Live Meeting architecture and logon capabilities provide a secure support environment.
• Familiar Look and Feel. Enable customers, specialists, and vendors to work together easily. Live Meeting offers the familiar look and feel of existing Microsoft Office programs so that there is minimal time spent learning new applications.
• Real-Time Collaboration Platform. Microsoft is a market leader in Web conferencing because of its diverse collaboration offering. Live Meeting is part of a real-time collaboration platform that is integrated and extensible to include presence awareness, instant messaging, and other productivity applications.

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