AnalystAssist
Professional Support Tools for More Professional Results
Inability to properly pinpoint a problem and provide a quick solution can be frustrating for both the end-user and the support professionals that they depend upon for help. SupportSoft AnalystAssist provides real-time diagnostics data, utilities, and solutions to help support professionals and IT administrators work across multiple channels to more rapidly diagnose and resolve problems. AnalystAssist works in conjunction with SupportSoft LiveAssist in offering permissions-based tools and related software to make online chat an effective support channel. Call tracking systems may help to manage incidents, AnalystAssist moves a step ahead by both managing incidents and resolving problems. As a result, support professionals can be more effective, escalation costs are minimized and incident outcomes can be improved.
Free Gartner Report: Online Chat Drives Self-Service Adoption
Gain Gartner perspective on self-service » Download NowA complete professional tool-kit for problem remediation that includes:
- Built-in, on-demand problem diagnostics and automated resolutions
- Permissions-based functionality to protect customer privacy and provide an audit trail of end-user interactions
- Sophisticated, automated data-gathering that helps minimize the skills and training needed to resolve technical problems
- The essentials to help increase first contact resolution rates with fast, effective resolutions
"SupportSoft's software has proven to be effective and integratable into the BT environment while achieving a measurable payback in financial terms. That's a key reason why SupportSoft is a significant part of our strategy to take the cost out of desktop support, even as we enhance the service we provide to our employees."
—British Telecom
Go Beyond Ordinary Remote Control
Some problems require solutions that go beyond the capabilities of remote control. Moreover, remote control alone is not always effective for every support organization or end-user. That's why AnalystAssist offers transactional remote capabilities. "Transactional" functionality allows the software to automatically categorize remote diagnostic data and solutions in a way that makes it easy for professionals to focus on identifying and fixing the right problems in the right way. Further, transactional remote capabilities provide powerful, auditable controls, while reducing the risk of misuse in a fully-functioning remote control session.
AnalystAssist allows administrators to grant discrete remote capabilities to groups of support professionals and IT administrators, including:
System Tools: take remote screen shots, use a remote command shell, manage files and mapped drives, protect and restore configuration settings and applications (even custom applications), manage registry and services, view and remove installed programs, and view event logs.
Network Utilities: manage start-up programs, Internet Explorer plug-ins, active connections, network shares, active routes, hosted file entries, IP configuration, remote ping, and trace route.
"Pushy" Is Good: "1-Click Fixes" Can Increase Customer Satisfaction
Support staff can push automated "1-Click fixes" to end-users' computers. SupportSoft customer experience indicates that automated fixes are twice as likely to receive a positive rating from customers as text-based problem resolutions, not to mention that they can dramatically reduce the time to a satisfactory answer.
Always secure. Always protected.
Like all SupportSoft solutions, AnalystAssist permits high-touch, personalized service regardless of location, firewall, or NAT protections. Patented SupportSoft Nexus technology brokers secure, indirect communications between professionals and the end-users they support — whether they are local or remote employees, or consumers at home. AnalystAssist offers simple connection flows, so an end-user who telephones for help can be remotely assisted in a matter of minutes-without requiring pre-installed software or computer reboots.