SOURCE: Echo360


August 24, 2010 06:00 ET

Echo360 Expands Client Services Group to Support Higher Education's Enterprise Lecture Capture Deployments

Robert Stoneking Tapped as Vice President of Client Services and Operations

DULLES, VA--(Marketwire - August 24, 2010) -  Echo360, the recognized leader in campus-wide solutions that enable universities to record, manage and share rich media course content for lecture capture and distance learning, today announced the formation of an expanded client services team responsible for the post-sale experience of its growing roster of higher education institutions. In addition, Echo360 appointed professional services industry veteran Robert Stoneking as vice president in charge of the client services and operations group.

The need for a dedicated team focused solely on the client experience highlights lecture capture as a mission-critical application for universities, their instructors and students. The charter of this new group is to provide an exceptional customer experience -- including installation readiness, deployment, training, and technical support -- ensuring a seamless on-boarding process and long-term client satisfaction with Echo360 and its products.

"Echo360 has more than 400 clients in 30 countries worldwide, and the same theme resonates with every institution regardless of its location. Once instructors and students rely on lecture recordings, it simply cannot fail," said Fred Singer, CEO of Echo360. "The EchoSystem is already the most reliable and scalable platform on the market today. Our client services group is now a single point of accountability for customers, extending their confidence in our ability to support them from day one."

Robert Stoneking's tenure with Echo360 commenced in March 2010, and in that time, the services group has doubled in size. Team members average 11 years of related experience with backgrounds spanning installation and support of enterprise solutions on Microsoft and Linux platforms. With an average of 18 months onboard with Echo360, the team has deep knowledge of the EchoSystem, video, audio/visual, web and streaming technologies needed to integrate lecture capture into each university's unique environment.

A self-service customer portal has also been made available to Echo360 clients. The portal provides a completely integrated technical support solution to provide transparency into the support process. Clients can submit, follow, comment and track their issues while communicating with Echo360 personnel.

"As lecture capture has become an enterprise application for higher education, it's clear Echo360 clients require an enterprise-class service component," said Robert Stoneking, vice president of client services and operations for Echo360. "I look forward to strengthening the team and building service offerings that engage our clients as partners and validate their trust in Echo360 as a strategic solution provider."

Stoneking's experience spans the public sector, telecommunications, and media and entertainment industries. Stoneking spent 20 years leading the services organizations for Grab Networks and Spirent Communications, and acted in numerous technical consulting roles for ManTech, BDM International and IS&T. Stoneking's management and training experience began during his six-year tenure in the United States Navy. He holds a Master of Science degree in international business from Johns Hopkins University and a Bachelor of Science degree in management from The New School for Social Research.

About Echo360

Echo360,, envisions an opportunity for every student to be freed from traditional barriers to learning with an on-demand education experience. Full-time, part-time, distance, continuing, and online all describe today's student living in a 24/7 world. On-demand media and education converge with Echo360, helping colleges and universities engage students on the students' terms with full and unbounded access to classroom-based content via multiplatform replay. Developed in partnership with the University of Western Australia, Echo360 means scalable and affordable lecture capture solutions that can provide institutions of all sizes with universal availability of lecture content.

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