The document describes various techniques and applications that have been deployed in the past two decades to provide remote customer support for analytical laboratory instrument and data systems. It outlines the benefits of Agilent online remote customer support and provides a detailed example to demonstrate the ease and speed of accessing and operating the system.
Agilent Technologies has deployed various techniques over two decades to provide remote customer support, evolving from modem access to secure web-based systems. This document details the advantages of their current online remote e-support solution.
The text provides a real-life scenario illustrating how an Agilent Response Center Engineer assists a customer named Joe with his 1100 Series LC/MSD Trap instrument. Using WebEx Communications, the engineer initiates a session to view and control the customer's ChemStation controller in real-time.
The customer could not see line spectra when viewing chromatographic data from his Agilent 1100 Series LC/MSD Trap.
Agilent has contracted with WebEx Communications, Inc. to host online remote conferencing and support.