Xerox Research Centre Europe's virtual help desk technology receives the 2011 Wall Street Journal Innovation Software award.
With the technology, which isn't yet on the market, a customer can press a "help" button on the printer that launches an Internet phone call to the help desk. At the same time, it loads and displays a 3-D model of the device on both the customer's and the call center's screens, and the agent receives diagnostic information directly from the device.
Judges chose out of 605 applications, a total of 35 winners and runners-up in 16 categories!
See also: News Release (March 2011): Xerox Virtual Customer Care with Real-time Multimedia Support and video