NexPress Solutions Solves Customer Problems Through the Web With WebEx Support Center
London and San Jose, California, November 4 (ots/PRNewswire)
- On-Demand Support Application Helps Global Company Improve Customer Satisfaction and Reduce Support Costs
NexPress Solutions Inc., a Kodak company, uses WebEx Support Center, from web meeting applications leader WebEx Communications (Nasdaq: WEBX), to provide expert-level remote technical support to its commercial printing customers around the world. With WebEx Support Center, NexPress support specialists can view, diagnose and resolve technical issues for customers of its colour and black-and-white production printing solutions and services.
If an issue occurs at a customer site, a local NexPress service representative responds to resolve the problem. If additional assistance is needed, the local representative uses WebEx Support Center to consult with a support specialists from the NexPress research and development facilities in Kiel, Germany or Rochester, New York.
"With one click of the mouse, we can instantly bring in one of our experts to quickly solve technical support issues," said Steve Boxall, EAMER (Europe, Africa, Middle East Region) service manager, NexPress. "This over-the-shoulder support results in increased uptime for our customers and differentiates our service offering within the commercial print industry. WebEx allows us to extend the reach of our expert teams based in Europe and North America."
According to Paul Willems, general manager for NexPress EAMER, "NexPress is absolutely committed to powering the success of its customers with presses that are engineered for high-volume production and best-in-class reliability. In the event that a system needs service, our local representatives are now backed by a global team of experts that will have the customer up and running in a minimum of time.
Tony Gasson, vice president EMEAR, WebEx, said, "In this global marketplace, getting a support expert's hands on a customer system is a costly, time consuming and often logistically impossible endeavour. WebEx Support Center enables companies to offer a personal, virtual hands-on support experience that matches the site visit without the delays and additional costs of travel. "
About WebEx Support Center
WebEx Support Center decreases the costs of support by allowing support organizations to increase first-time resolution rates, reduce onsite visits and create valuable libraries of recorded support sessions. WebEx Support Center enables companies to enhance the effectiveness of traditional telephone-based customer support by allowing service personnel to provide hands-on support to remote computer users through a standard web browser. Like all WebEx services, WebEx Support Center is firewall friendly and requires no preinstalled software at either end. The service incorporates a custom user interface to simplify support interactions for both the support agent and the customer end-user.
About Kodak NexPress 2100
The KODAK NEXPRESS 2100 is the only digital production colour press designed from the ground up to be serviced by the operator. Among its award-winning features is the NexPert Operator Support System, which guides the user through daily preventive maintenance routines and troubleshooting procedures. In addition, Operator Replaceable Components (ORCs) can maximize uptime and help companies control costs. NexPress systems provide high-volume personalised print on demand colour output for companies like McDonald's, United Stationers and the leading 401(k) administrative service provider in the U.S., Principal Financial Group.
About NexPress Solutions
NexPress Solutions, Inc. (www.nexpress.com) is part of Eastman Kodak Company's Graphic Communications Group. Headquartered in Rochester, N.Y., NexPress designs, develops and markets advanced solutions and consumables for digital color and black-and-white print production. Its award-winning portfolio includes the KODAK NEXPRESS 2100 digital production color press and the family of KODAK DIGIMASTER digital production systems for high-volume monochrome printing.
About WebEx Communications, Inc.
WebEx Communications, Inc. is the world's leading provider of on-demand web meeting applications. WebEx applications improve collaboration and increase productivity in sales, support, training, marketing, engineering and product design. WebEx delivers its suite of web meeting applications over the global WebEx MediaTone Network, a network specifically designed for secure web collaboration. WebEx Communications is based in San Jose, California and has regional headquarters in Europe, Asia and Australia. Please call toll free +1-877-509-3239 or visit http://www.webex.com for more information.
NOTE: NexPress and the NexPress logo are trademarks of Eastman Kodak Company.
MediaTone is a trademark of WebEx Communications, Inc..
This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These forward-looking statements may be identified by use of the terms anticipates, believes, continue, could, estimates, expects, intends, may, plans, potential, predicts, should or will, or the negative of those terms or similar expressions. These forward-looking statements are subject to significant risks and uncertainties. Actual results may differ materially from those described in such statements as a result of these risks and uncertainties. In particular, these forward looking statements include, but are not limited to, statements that WebEx Support Center decreases the costs and enhances the effectiveness of support. Factors which could contribute to risks and uncertainties include, but are not limited to the failure of customers to utilize WebEx Support Center effectively in their businesses and to reduce their other expenses. A fuller discussion of the risks and uncertainties that could affect WebEx Communications, Inc. are more fully set forth in WebEx Communications, Inc.'s filings with the Securities and Exchange Commission, including WebEx's Form 10-Q filed with the SEC on August 9, 2004. WebEx Communications, Inc. assumes no obligation to update forward-looking information contained in this press release.
Web site: http://www.nexpress.com
Web site: http://www.webex.com
Contact:
Colin Smith of Antenna Group, +1-415-977-1912, or
colin@antennagroup.com; or Nick Hay or Bryan Taylor of Brands2Life,
+44-0-207-592-1200, or webex@brands2life.com, both for WebEx; or
NexPress U.S. Media, Gail Corey of NexPress Solutions, Inc.,
+1-585-512-6012, or pr@nexpress.com; or Gabby Nelson of
Fleishman-Hillard, +1-612-573-3128, or nelsong@fleishman.com, for
NexPress Solutions, Inc.; or NexPress European Media, Wolfgang Heimes
of NexPress GmbH, +49-6221-92-21-55, or fax, +49-6221-92-21-54, or
pr@nexpress.com; or Lutt Willems of Duomedia Public Relations,
+32-2-454-85-50, or fax, +32-2-454-85-59, or pr@nexpress.com, for
NexPress GmbH