Managed Services and Onsite Support   There is a growing demand for outsourced engineering personnel to be onsite at a client's premises, providing a guaranteed immediate engineering cover. As a part of most outsourcing contracts, AVM/Matrix states that all supported equipment shall be serviced and repaired by our own "in house" engineers, with a rapid response time during normal working hours.   With videoconferencing being an important communication tool worldwide, clients need to be assured that their systems will work during meetings. The "meet & greet" phrase is now used in conjunction with VC meetings, where technicians initiate calls and ensure that they run smoothly for the duration of the meeting.   AVM/Matrix is a company with experience in providing onsite support to a number of our key clients with large scale UK facilities. With hundreds of AV and VC equipped meeting rooms housing at any point thousands of staff, audio visual technicians are in demand.   To manage sites of this scale, AVM/Matrix have designed processes and deployed multi-disciplinary teams on site that combine audio visual, video conferencing and information broadcast duties.   The onsite teams liaise closely with the client's Service Delivery and Operations Managers in providing a first class support service to the end users. We regularly receive commendations for our responsiveness and 'can do attitude'.   Some examples of managed service and onsite support contracts we currently have are Universal Music, Sainsbury and BP.

 

Video Conferencing Services and Helpdesk   Video Conferencing Support   AVM support contracts take two generic forms, the most common being a full comprehensive cover offering a SLA (Service Level Agreement) to suit our clients’ needs, and the second being coverage of their video conferencing systems, using our dedicated helpdesk facilities.   The comprehensive cover looks at the consequences associated with system failure on site and the impact on the business, and then offering a response time to suit.   With AVM now based in the heart of the city, we are able to offer immediate action. Many of our city based clients are seeing the benefit of this.   The video conferencing support contracts allow clients the added benefit of an interactive helpdesk, once again minimising the disruption to the business by being able to resolve problems remotely.   Video Conferencing Helpdesk   AVM’s video helpdesk facility provides immediate face-to-face help for our clients and our in-house installations and service teams.   Our clients dial in knowing that they will be greeted by staff that is both knowledgeable and friendly. They know that they are never more than a video call away from immediate advice, ad-hoc training and fault diagnosis.   AVM’s engineers go to site knowing that there is always a friendly face waiting to assist on the helpdesk during installs and site maintenance visits.   Having a dedicated video helpdesk distinguishes AVM in the level of service it provides.

 

Training   The AVM/Matrix approach to training At AVM/MATRIX, we believe that training is not simply about teaching people how to press buttons. A vital addition of the purchase of equipment is building knowledge and usage, which will give you a faster return on your investment. We see it as our job to make people feel comfortable in front of video conferencing systems and integrated audio visual equipment. We create a relaxed and informal training environment where the emphasis is on communication, not technology. All participants are encouraged to get hands on with the equipment, ask questions and identify ways in which they personally can work more effectively as a result of what they learn. This is why AVM/MATRIX has built up a dedicated training department staffed by technically knowledgeable training professionals, not engineers and technicians. It is their skill at getting participants to relate to the medium that helps to create widespread usage and gets learning results with all levels of staff.   Video Conferencing Training AVM/MATRIX has created a range of video conferencing training courses to ensure that you get the best value from your investment. The courses focus on more than simply teaching staff how to use the video conferencing equipment – they help to create the right infrastructure and attitudes to promote and inspire the widespread take-up of this communication tool so that video meetings are embraced into the organisation’s culture. AVM/Matrix’s video conferencing training sessions are aimed at increasing awareness of video conferencing at any level, from simple meeting knowledge and confidence through technical support to using the systems in very company specific ways. Training is generally conducted over video. This creates a fully interactive learning experience as participants actively utilise the system and communicate with the trainer over video – thus practising and consolidating whilst learning, without the pressure of actually being in a meeting. This helps to build the confidence and skills of participants and helps them realise and deal with the differences encountered during a video meeting.   Audio Visual Training Our Audio Visual training modules vary in content and can be aimed at any level - users, those setting up for meetings and/or support staff. All of the sessions are aimed at giving people a hands-on experience of the systems and their capabilities in a fun and relaxed environment, at whatever level they require and without the pressure of actually being in a meeting. The sessions are designed to help you ensure that usage is maximised - meaning that your company and its staff can make the most of the benefits of using the systems and that the company see a worthwhile return on their investment. We recommend onsite training - giving participants the benefits of having a trainer in the room which they will be using, guiding them through each piece of kit, taking away any mystery and incorporating thorough videoconferencing, system control or SMART Board training. Our aim is to ensure that each participant walks away with exactly what they need from each and every session, be they technophobes or happy to embrace technology and keen to learn the ins and outs – we are confident that even the most nervous of users will feel happy and comfortable after attending one of AVM/Matrix’s Audio Visual training sessions.   Training – what’s the benefit?   1) Why do I need training? At AVM/MATRIX we believe that training is a vital addition to the purchase of equipment. Building knowledge and usage through training will give you a faster return on your investment. The sessions are designed to help you ensure that usage is maximised - meaning that your company and its staff can feel comfortable making the most of the benefits of using the systems and that the company see a worthwhile return on their investment.   2) What makes AVM/Matrix’s training different? We see it as our job to make people feel comfortable in front of video conferencing systems and integrated audio visual equipment. We create a relaxed and informal training environment where the emphasis is on communication, not technology. All participants are encouraged to get hands on with the equipment, ask questions and identify ways in which they personally can work more effectively as a result of what they learn. In addition, our courses are flexible and can be aimed at whatever skill level is required, from adhoc users to technical support staff.   3) Do AVM/MATRIX offer both video conferencing training as well as training on integrated audio visual systems? Yes, AVM/MATRIX offers a wide variety of courses covering both videoconferencing and audio visual kit (including SMART Boards, control systems, integrated board rooms and meeting rooms). We can also offer consultancy and bespoke training. All courses can be aimed at beginners through to experienced support staff. Please see our Videoconferencing and Audio Visual training links for further information.   4) Can I get training on kit not supplied by AVM/MATRIX? Yes, once the kit has been checked to be in good working order, we are happy to offer training. 5) Are the training sessions run onsite or at AVM/Matrix’s offices? Videoconferencing training is generally run over video – allowing participants to practice using their own facilities while they learn. Audio visual training sessions are run onsite in order to allow participants to familiarise themselves with the kit which they will then go on to us. 6) How do I know what training/kind of training I need? Please feel free to contact our training department, who will be happy to talk you through the options and match your requirements.   7) I don’t have much time – do I really need training? At AVM/MATRIX we believe that building knowledge and usage is a vital addition to the purchase of equipment – through take up of our training courses, you can ensure that understanding and usage are maximised, allowing for swift return on investment. Our courses start at an hour – which we believe to be a worthwhile investment in order to equip you with the knowledge and skills necessary to make the most of your original investment.   8) Training can be expensive – do I need it in addition to the kit I have purchased? At AVM/MATRIX we believe that building knowledge and usage is a vital addition to the purchase of equipment – through take up of our training courses, you can ensure that understanding and usage are maximised, allowing for swift return on investment. In addition, our courses are extremely reasonable and offer great returns for minimal investment. 9) We have a support team who understand the technology – do they/why do they need training? Our experience and knowledge enable us to fully satisfy our participants’ requirements – be it for beginners or support staff; we aim to ensure that the sessions are aimed at the appropriate level, meaning that there is value in the training for even the most experienced of support staff.   10) Are AVM/Matrix’s training courses run by engineers? While our training department has the full support and benefit of our engineers’ expansive knowledge, AVM/MATRIX has built up a dedicated training department staffed by technically knowledgeable training professionals, not engineers and technicians. It is their skill at getting participants to relate to the medium that helps to create widespread usage and gets learning results with all levels of staff.   The full range of available training courses is detailed in our Training brochure – please contact us directly for further information and to request a brochure. We also believe in taking a flexible approach to ensure that our clients’ are getting exactly what they need - so if there are certain aspects you’d like us to focus on which aren’t fully satisfied by our standard modules, we’d be happy to work with you to put together bespoke training sessions in order to fully support you in rolling out your AV and video conferencing solutions.