Archive for July, 2014

How to Conduct a Free Audio Conference Using RHUB Web Conferencing Servers

July 31st, 2014

At RHUB, we are continually striving to find more ways in which we can provide the best service possible to our valued customers. This is why we added integrated audio to our TurboMeeting application. Through this addition, meeting participants gain access to several audio options, including an integrated toll-based number or VoIP for audio over the Internet. Additionally, each participant within the same online meeting is able to choose his or her own audio option.

The integrated audio solution from RHUB is offered at no additional cost to customers. You are able to choose from Voice over Internet Protocol (VoIP) or phone. You can also opt to allow both options. Participants who opt to join a meeting via a telephone will dial a free audio conference number provided by RHUB. Participants are then charged the standard long-distance rate that would typically apply for calling any regular long-distance number. Participants who opt to join the meeting using VoIP will need access to headphones or speakers in order to hear the meeting. A microphone will be required in order to speak during the meeting. A USB headset is recommended.

A conference call number, audio PIN, and access code will be automatically generated by RHUB for all attendees who opt to join the meeting via telephone. Participants will need to make a decision whether they wish to use the RHUB integrated audio or whether they prefer an alternative method.

According to an annual survey conducted among users of conferencing services in North America, the vast majority (89.1 percent) believe that an integrated audio and web conferencing service provides a personal value over two independent providers. The ability to initiate a single conference with audio and web capabilities offers a distinctly simply solution. When combined with the ability to visually present audio control, the entire virtual meeting experience is elevated to an even greater level. It should be noted that the RHUB Appliance must be in warranty in order to use the free audio conferencing service.

Steps for Making a RHUB Audio Conference Call

1. First, log in to the RHUB TurboMeeting application.
2. Once the application has launched, click the “Host” option that is located along the top of the navigation menu.
3. Choose the appropriate “Meeting Types” option from the list of meetings.
4. Select a meeting title within the optional subject field and then a password if one applies.
5. Click Continue.
6. Next, click the Invite button located at the bottom and then click Email in order to send an email invitation to participants.
7. Dial the audio conference number and then enter the access code that is displayed along with the option PIN.
8. Ask attendees to dial the audio conference number and enter their unique optional PIN number.

That is all there is to it. Would you like to learn more about how you can conduct a completely free audio conference call with your own customers? Contact us at 866-758-0984 or visit our website at http://www.rhubcom.com

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How Service Centers Can Reduce Volume with RHUB Remote Support Servers

July 28th, 2014

According to the Bureau of Labor Statistics, employment is continuing to show gains. The latest unemployment report indicates that jobless claims have fallen to an eight-year low. Increases in hiring have had tremendous effects to IT organizations that have had to equip new employees and cope with the need to support additional users along with their BYO devices.

Today, many IT departments face the challenge of hiring new employees while struggling to keep pace with the demand but at the same time experience difficulty in locating qualified candidates. As a result, IT organizations are now increasingly in need of processes and tools that can provide extended support while simultaneously reducing expenses.

Of IT organizations surveyed, those that witnessed a decline in volume attribute such declines to Remote Support.

How Does Remote Support Lower Volume?

IT organizations are able to reduce overall work volume with effective remote support tools, like RHUB remote support servers, by improving resolution at the first line and reducing escalations to higher levels. A tremendous amount of time is typically spent in attempting to determine the core problem during standard phone interactions. In situations in which the representative must rely on verbal information provided by the end-user, it can be difficult to isolate the precise issue. This can result in unnecessary escalations to higher tiers and delay customer resolutions.

Delayed resolutions can affect costs as well as customer satisfaction. With the implementation of support tools such as RHUB, the representative is able to quickly see precisely what the customer is also seeing. He or she is then able to troubleshoot the issue in real time in order to more accurately identify the core problem.

In addition, remote support tools are also able to provide improvements in first contact resolution for problems that do not require escalation to the next level. First tier representatives are able to invite SMEs into a remote session with advanced remote support solutions. Consequently, they are able to collaborate with the customer without handing him or her off to the next level.

This process significantly improves efficiency while also reducing the percentage of problems that simply sit in the escalation queue. By providing first-line representatives with the tools necessary to resolve more issues and by reducing the amount of time that it takes to bring SMEs into conversation, IT departments are able to witness dramatic increases in first contact resolutions.

By implementing effective processes that will provide increases in first-line resolution, centers are also able to take advantage of decreases in volume. When the need for customers to call back to the center is reduced, volume naturally declines.

Remote support also provides a number of other benefits. By resolving more issues on the first-line, costs are reduced, as well. Even small reductions in escalation issues can tremendously impact an organization’s cost per interaction. In addition, improvements in first-contact resolution drive faster resolutions for end-customers, thus increasing customer satisfaction.

Are you interested in learning more about how you can increase first contact resolution? Contact RHUB at 866-758-0984 or visit http://www.rhubcom.com

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HD Video Conferencing Available through RHUB Web Conferencing

July 26th, 2014

 

As a RHUB customer for many years, I have been very pleased with the flexibility, cost, video quality, and screen sharing that RHUB offers. With the new HD video service, I can create video conference with as many as 15 attendees and without incurring any additional costs. Built into the latest RHUB 5.0SP1 software, this new feature doesn’t require any separate video conferencing equipment. All that is necessary is a microphone and webcam. Of course, if you want to reduce background noise, it’s nice to have headsets. Users can also take advantage of the opportunity dial into an audio bridge. Individual streams are displayed at a resolution of 640 x 480 pixels, providing a maximum resolution of 1360 x 768 pixels.

When attending a demonstration with 15 attendees, I discovered that everything was extremely easy to use. In addition, the quality was quite good. RHUB software, which is available for Mac and Windows, is very quick to download. One of the things I like best about it is that you do not need to adjust any settings. The audio was absolutely perfect and video quality was very good, as well. By providing the service to 15 users at the same time, RHUB is able to provide more visibility during meetings.

One of the great benefits of this service is that a split screen is automatically displayed, dividing into the appropriate number of boxes necessary to show each attendee. When desired, there is also a screen sharing space. RHUB has also put a lot of thought into adding several user-friendly features, such as a white outline that will show which attendee is speaking at any given time. In addition, you can take advantage of the option to resize the viewable area in order to maximize the shared desktop, if you like.

In just the last few years, the world of business has changed dramatically and it’s become more important than ever to be able to communicate in real time. If you are not able to do that, there’s a good chance that you’re falling behind the competition. Traditional phone calls may work for casual communication, but when you need to disseminate important information, HD video web conferencing provides the ability to communicate faster and more effectively. Compared to a phone call HD video web conferencing capabilities from RHUB give attendees to review graphics and charts while simultaneously being able to view facial expressions and gestures, thus ensuring accurate and clear communication of relevant information. With this feature, you can interact with customers as if you were in the same room without racking up travel costs that could impact your bottom line.

Existing RHUB customers can take advantage of HD video conferencing and it is also available to trial users at no additional costs.

Are you currently using RHUB? Would the addition of video capabilities make the service even more appealing? If so, we welcome your feedback at support@rhubcom.com or contact us at 866-758-0984.

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Protecting Your System from Hacker Attacks with RHUB

July 22nd, 2014

It seems that everywhere we turn today there is a new kind of cyber attack on the news. Whether it’s an attack that steals your password or your financial data, it’s still a concern. Recently, there have been increasing reports regarding attacks that are launched against RDP servers. Known as Bruteforce attack attempts, to date, thousands of victims have been identified.

The news of hackers targeting RDP connections is certainly nothing new. This is a problem that has been going on for years. Developed by Microsoft, RDP is a proprietary protocol that offers users with a graphical interface the ability to connect with another computer using a network connection. Originally, RDP was designed to provide remote access on a LAN. As a result, security issues can occur when RDP is used by support teams over the Internet in order to establish a connection with off-network systems. This is because such a connection often requires the use of a VPN tunnel as well as firewall configurations that can ultimately result in compromised security, including the opening of default ports. Unfortunately, these ports are entirely too vulnerable and easy for hackers to locate by using a simple Internet scan. To make matters worse, the login credentials are frequently susceptible to Bruteforce attacks because they are often shared.

Why would a hacker want to hack a RDP connection? It’s actually quite lucrative. After a hacker has gained the login password for a RDP connection, he or she can take control of the system in which the RDP server is installed. Once that occurs, the hacker has free reign for planting malicious software into the system and can access all types of data.

Additionally, the hacker can also gain access to your organization’s internal network if the workstation that has been compromised is connected to the internal network. This means that the attacker can then gain access to all of the passwords that are installed on the affected system. Clearly, the consequences of such an attack can be significant and broad-ranging.

While it might seem prudent for IT departments to cease the use of RDP for remote access, given the dangers, it is still largely in use. The primary reason for this is that RDP does not require additional software and it is also quite easy to use, especially in terms of server administration.

There is an easier and more secure solution, however. By adding RHUB, RDP users can take advantage of a number of benefits, including the ability to connect securely to remote networks, collaborate with multiple users within a RDP session, and provide support from any type of desktop platform. Additionally, the RHUB remote support and Remote Access tools ensure that your network is protected while still giving you the same functionality as you enjoy with RDP.

If you are interested in learning more about how you can protect your system from hackers while still supporting remote access-enabled systems, contact us at 866-758-0984 or email us at sales@rhubcom.com

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Taking Advantage of the Polling Functionality on RHUB Web Conferencing Servers

July 21st, 2014

Webinars have rapidly grown in popularity and are now used around the world for a variety of different purposes. As many companies have grown in global scale, the use of webinars for connecting with employees in locations around the world has also grown significantly. During webinars, a variety of different tasks may need to be handled. It is not uncommon for the need to arise in which the webinar host needs to hold a vote on various topics. While it might be easy enough in an in-person conference to simply ask for a show of hands; that will not work during a conference call. You need an organized and accurate method for conducting a poll and gathering important feedback. With RHUB web conferencing servers, you gain the ability to take official votes even if you are thousands of miles away from your conference attendees.

The Benefits of Polling

The RHUB polling function offers a full slate of benefits that can be used in different scenarios. By using the polling function, hosts are able to engage or even rejuvenate an audience when their attention may have wandered. You can elect to create polls prior to the conference or you can create them during the session as needed. Following the end of the poll, hosts can decide whether they wish to show the results of the poll right away or whether they prefer to reveal the results at a later point during the webinar. The host does handle the management of the poll, but he or she does not need to be present for the poll to be launched. In fact, RHUB web conferencing servers allow the poll to be sent throughout the online conference as a way of taking votes on issues, suggestions, or even when you would find it beneficial to gain insight into the conference participants.

Polling can be conducted in a variety of different ways. For instance, if you like, you can post multiple-choice questions to each attendee and then collect the feedback. You also retain the option to edit the polling questions so that you can ask any type of question. Conference attendees can even choose from among different samples and vote on the one that they like best using the polling system.

Additionally, voting sessions do not need to take a lot of time away from your webinar. They can be conducted quickly and easily while still providing conference hosts with a great tool for obtaining feedback that can be used for decision making purposes. Polling can also prove to be useful for finding ways in which you can improve the content of your future meetings. As is the case with any type of voting or polling scenario, the larger the polling sample, the more accurate the results.

If you are interested in learning more about how you can take advantage of the opportunity to conduct polls during your webinars, contact RHUB at 866-758-0984 or visit our website at http://www.rhubcom.com.

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