RemoteAssist

Assist End-Users Resolve Technical Problems via Remote Control

Historically, some technical problems could only be solved by hands-on diagnostics and resolution. Now, many of these problems can be solved from many miles or time zones away. SupportSoft RemoteAssist™ helps prevent the need for an expensive and time-consuming truck-roll to a consumer's home, or a desk-side visit by an IT specialist when it comes to enterprise support. RemoteAssist provides feature-rich remote control so Customer Service Representatives (CSRs), support analysts, and IT administrators can quickly and securely resolve end-user issues. RemoteAssist supports both indirect and direct connections to remote computers, allowing remote maintenance and problem resolution for triple play subscribers, local and remote employees—or even Microsoft™Windows servers.

Remotely resolve issues for customers, employees or even Microsoft Windows servers to:

• Increase first-contact problem resolution rates with on-demand, real-time visibility into remote systems
• Empower end-users with view-only or full control acceptance and digitally signed security tokens
• Securely reach remote customers, subscribers or mobile employees with patented "anywhere" SupportSoft Nexus firewall traversal
• Accelerate speed-to-connection with simple "get-connected" flows that complement phone, chat and Web support channels
• Protect end-user privacy and support representative integrity with session recording and playback with actor indicators

Help Your Customers at their Desks, on the Road or in Their Homes

RemoteAssist allows companies to offer high-touch, personalized service to their customers, regardless of location, firewall, or NAT protections. SupportSoft patented Nexus technology brokers indirect communications between analysts and the customers they support—whether they are employees on the road or consumers at home. RemoteAssist offers simple connection flows so customers who telephone for help can be remotely assisted in a matter of minutes—without requiring pre-installed software or computer reboots.

Directly Connect to Employees or Servers

RemoteAssist allows direct connections to employee computers and Microsoft Windows servers. Corporate computers can be pre-configured with a lightweight client that allows authorized IT administrators to connect directly to computers using computer name, IP address, or browsing Active Directory. Direct connection allows administrators to fix problems during the off-hours or in the background to minimize employee downtime and optimize IT resource utilization.

Protect Your Customers and Service Professionals

RemoteAssist includes innovative auditing capabilities that allow sessions to be recorded and played back with "actor indicators." Actor indicators make it clear to a supervisor or auditor what actions (mouse movements and keyboard strokes) were done remotely by the analyst during a session and what was done locally by the customer. Administrators can authorize different levels of remote control permissions to optimize the balance between professional productivity and customer privacy. For example, one group may be authorized view-only capabilities to maximize customer privacy; whereas, another group may be authorized full control to maximize speed-to-resolution. Customers agree to grant view-only or full control over their computers, and can end sessions at any time.

Always Stay Connected to the Correct Support Resource

RemoteAssist is often used to troubleshoot and resolve difficult problems. Service representatives will often need to reboot the remote computer as part of the diagnostics or resolution process. When a remote reboot is necessary, RemoteAssist automatically reconnects the remote user to the support professional working the issue, for the fastest-possible time-to-resolution and high customer satisfaction.