I've recently changed jobs within Lotus, leaving Sametime and joining the Support team.
This week I shadowed a Notes Support Engineer during his call shift, and listened in as he and a customer debugged a Notes upgrade problem. He had told me that almost all customers are willing to let IBM support tunnel in to see what's going wrong in real time.
I hadn't thought much about exactly how we do that, but I shouldn't have been surprised when the support engineer started up a Lotus Sametime Unyte session. Within moments, the two of them were deep into administrative tools, looking at settings, staring at error messages, and brainstorming.
When the call ended, I asked what we used to use before Unyte. I was told we used to have a custom application, but our customers like Unyte much better.
I also sat in a daylong Unyte session just today during an operations review, and was struck by how much the product has improved since it first came into IBM. I now longer have to pull out my glasses to read the busy slides. (Operations reviews inevitably generate lots of busy slides!) Since my eyesight continues to get worse, that means the resolution is much better. I consider that a HUGE improvement, as I had forgotten to bring my reading classes to the meeting. Good work Unyte team!
Beth Benoit | 7 August 2009 05:07:36 PM ET | | Comments (0)
