IBM uses Triton's CoSession remote communications software to implement voice over data remote support program; CoSession links technicians and customers to permit simultaneous service and conversation over the same phone line

Business Wire, Nov 30, 1995

ISELIN, N.J.--(BUSINESS WIRE)--Nov. 30, 1995--The addition of simultaneous voice and data capability to IBM's Online Housecall(TM) remote support program for Aptiva users has been made possible by the marriage of IBM's Mwave technology and Triton's CoSession remote communications software.

With the proper modem providing the voice over data component and CoSession software supplying the remote access, the technician can speak with the user over the Aptiva speakerphone while remotely diagnosing and repairing technical problems. Only one phone line is required for both functions, permitting home users without dedicated modem lines to communicate verbally with the technician as he works. This eliminates the need to type messages back and forth and dramatically reduces the times it takes to troubleshoot a problem.

This system also has advantages for customers with separate phone and modem lines because the need to use only one line for both voice and data avoids duplicate long-distance fees. In addition, the new system offers the same benefits as a no-voice remote support program, chiefly the efficiency of enabling a technician to perform the work himself instead of dictating complex instructions to a novice end user.

"The ability of simultaneous voice and data technology (SVD) to accommodate remote support really sets it apart from the alternating voice and data (AVD) technology that some manufacturers are exploring to solve their service problems," said Triton President David Saphier. "The current inability of AVD to exchange large files between systems rules out its use in remote support situations. SVD, on the other hand, enhances remote support programs and thereby enables manufacturers to continue to reduce their support costs."

With the IBM Online Housecall program, the technician can dial into a customer's PC and remotely perform repairs in much the same way as if he were making an on-site service call.

IBM calculates that remote support has reduced the average resolution time for a specific computer-memory problem from 45 minutes to seven minutes and cut the time it takes to solve a common modem question from 20 minutes to five.

Triton Technologies Inc. is a leading developer of remote access, file transfer and modem sharing communication software packages for IBM-compatible PCs and networks.

CONTACT: S&S Public Relations Inc., Northbrook, Ill.

Melissa Rabin, 708/291-1616