Client: As a supplier of global satellite communications services, SES AMERICOM operates one of the most advanced fleets in orbit today, enabling broadcasters, programmers, cable networks, service providers and government agencies to reach their audiences via satellite-based distribution platforms and network solutions.
With roots dating back to the launch of Satcom F1 from Kennedy Space Center in 1975, few companies appreciate the importance of linking employees remotely with customers, co-workers, partners and vendors more than SES AMERICOM.
The challenge: Since many of SES AMERICOM’s executives and widely dispersed sales representatives spend much of their time on the road or out in the field, it is essential that they have at their disposal an easy means to collaborate remotely with team members, partners and customers. Mobile control is equally important back at base, since many conference calls are made away from the desk, often in meeting rooms without ready access to PCs.
As IT remote support specialist at SES AMERICOM, Linda McNeil’s role is to handle wireless, BlackBerry and PC helpdesk issues. She says that up until 2001 the company was a division of GE, which meant telephony services, such as conferencing, were provided under GE group contracts. Following its acquisition by Luxembourg-based SES, AMERICOM needed to look around for an alternative service provider.
“When I came across Ring2 Conferencing at the 2007 Wireless Enterprise Symposium in Florida, I was immediately intrigued by the service and impressed by the fact that there is no additional cost to use it on a BlackBerry device,” McNeil says.
SES AMERICOM currently has around 215 BlackBerry users, so the Ring2 remote control for BlackBerry smartphones was clearly appealing. As well as these users, the company has many other desk-based employees who use the web to monitor their conference calls.
“As well as giving us full visibility and control of calls for the first time, I saw this as a great opportunity to develop a fresh relationship. I was equally attracted by the fact that we didn’t need to invest in expensive technology and that the service was instantly available. We didn’t have to install a new conferencing system, buy any specialised equipment, or train employees on a complicated new system.”
McNeil says that SES AMERICOM is subject to federal restrictions, such as the International Traffic in Arms Regulations (ITAR) governing the protection of technical information especially in a non-U.S. environment. Any compromise to its telephony services was potentially threatening to a satellite communications business like AMERICOM’s. In this respect, she had concerns about security when using the previous conferencing service.
“For instance, a colleague called me to report he had to abandon his conference call because it was compromised by non-invited callers in Brazil who happened to have the same conference number. It was great to be able to tell him I now had the perfect solution in Ring2 – one that would allow him to monitor who dials in, enable him to drop or silence participants, and much more – all via his BlackBerry. Ring2’s functionality is a big plus for many like him in our company.”
The solution: Setting up the service is quick and simple. All that’s required to set up an account is the user’s name and email address and the application is delivered via the BlackBerry Enterprise Server.
Whilst the service has been designed for little or no training, this can be arranged if required. What’s more, being a fully hosted service, the solution has not required SES AMERICOM to install any hardware or equipment. The application is deployed seamlessly to users’ BlackBerry smartphones via the company’s BlackBerry Enterprise Server.
Since adopting the solution, SES AMERICOM has eliminated security concerns. It is enabling conference leaders to dial in from any phone without needing an access code and to take complete remote control of the call and its participants from their BlackBerry smartphone. Rather than dialling in and punching access codes, users now simply use Ring2 Conferencing with BlackBerry remote control to have the system dial out to their phones. Alternatively, they can click a Web link in an introduction email from the host for a toll-free call back.
McNeil says, “The response from our users has been overwhelmingly positive – particularly from those who say it’s cool to be able to control calls using their BlackBerry.”
The Result: “With our previous vendor, I had absolutely no visibility - users could simply call them up to get their numbers,” she explains. “Equally worrying, people could join a conference call without announcing who they were. This doesn’t happen with Ring2, because we can control who has access to each and every call. The host can see immediately who is dialling in, drop or mute any unrecognized participant, and add others by number or directly from their address book.”
“The call host is alerted when the first participant joins and a real-time display on his BlackBerry allows him to monitor who is on the call and control each line. The host also receives positive confirmation when a participant leaves a call and can hold participants to music for private conversations. Being able to do all that online from a PC is great – to be able to do it from a BlackBerry is phenomenal.”
Aside from the tremendous benefits of the BlackBerry application, McNeil says just being able to sit at her desk and click on a link to be called -- without having to remember a number -- is a great plus. She says it’s also very useful that the company can record calls, so anyone who can’t be present at a meeting can hear afterwards what was discussed.
“Ring2 is a great service, particularly the BlackBerry functionality. What makes the solution even better is that not only are my end users excited about using it, but also our account manager has been there every step of the way. Our account manager provides personal tutorials to each user, then follows up and makes sure that they know how to use Ring2 and are satisfied with the service. We are!”
“At the end of the day, my end users love the service -- it's easy to use and it's a plus to have international dial-in numbers for those overseas locations where we do business. I would recommend Ring2 -- and our account manager -- to anyone."
Ring2 Conferencing www.ring2.com
