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DTEN

DTEN is an award-winning provider of all-in-one communication and collaboration solutions for Zoom. Founded in 2015, DTEN’s mission is to provide revolutionary tools and services that change the way people connect with one another around the world. DTEN solutions combine cutting-edge technology for video conferencing that are plug-and-play ready with superior performance and affordability.

Model: DTEN D7X

Deep learning, AI, enhanced compute capabilities and a set of industry leading innovative features transforms the D7X from a video conferencing device into today’s most modern, technologically advance
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Experience Next-Level Support Services With DTEN Orbit 2.0
Posted on Tuesday, February 1, 2022
Experience Next-Level Support Services With DTEN Orbit 2.0

Feb. 1, 2022 - From the very beginning, the customer has always been front-and-center for DTEN. We have designed our cutting-edge all-in-one products with the customer experience in mind, and not faltered from that vision when it comes to our service offerings.

A Platform Built for Growth

Last year, we launched the DTEN Orbit customer experience platform to cater to the ever-growing demand of simplifying the management, diagnostics, and repair of DTEN products.

In addition, we also launched Orbit Services to make life a little bit easier for IT Teams by extending service hours, delivering prompt responses, and implementing quicker resolutions to technical issues.

Today, we have customer success deliverables in place including escalation support, services check-in, business reviews, and product roadmap/trainings.

Expanded Coverage and Support for 2022

While we have been steadily adding new management features to the Orbit Platform, we still felt we could do more for our customers with Orbit Services. With that in mind, as of February 1st, 2022, we are enhancing our Orbit Services by adding the following features:

Global Coverage 

  • 24×5 – Business hours coverage for all regions: Americas, EMEA, and APAC
  • Instant Support via DTEN Chat  – Business Hours coverage for all regions Americas, EMEA, and APAC
  • Local Language support (during respective business hours)
  • Americas: English, Spanish
  • EMEA: English, French, German
  • APAC: English, Mandarin, Japanese

Enhanced Service Level Objectives (SLOs) for first response time on support tickets

  • 2 Hrs – Orbit Pro Customers*
  • 4 Hrs – All DTEN Customers

* To get top-level support, use the Orbit Platform (orbit.dten.com) to create support tickets.

More Enhancements on the Way

But wait… we are not done yet. We have many initiatives currently in progress to take DTEN Orbit services to the next level. To give you a sneak peek, here’s some of those initiatives:

  • High-Touch Diagnostics Assistance: a service whereby the DTEN Technicians can remotely access/control DTEN devices in order to perform diagnostics tests and troubleshooting, without needing to dispatch personnel on-site resources. This minimizes the device down time while saving time, effort, and money for the customer’s IT team.
  • LiveDesk services: customers can connect to a DTEN Support Engineer via video using one-click from the Orbit Platform.
  • Enhanced support SLOs for Orbit Pro customers: continue to improve the SLOs for first response time, resolution time, and RMA response times.
  • Orbit Platform enhancements: evolve the platform into a one-stop-shop for all DTEN needs – Zoom/Windows (if applicable) firmware updates, advance monitoring, create/view/update support tickets, and Initiate support chat sessions.

We appreciate all our DTEN customers and hope you find these changes as exciting as we do! 

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