Remote Support Features
Clientless Remote Control
Empower agents to take clientless remote control of customer desktops to view, diagnose & resolve issues on demand without leaving their desks.
Multiple Remote Control Modes
Tailor your remote support sessions by choosing between observer, shared control, or total control mode, or escalate to adminstator mode seconds.
Always On, Instant Live Chat
Fast, personal remote support that reduces phone queues & gives customers live help when they need it. Direct Support for Applications gives end users 24/7 direct access to support from within your applications.
FirstHelp Self-Service Portal
Easy-to-brand, customizable template to publish your product info, news, tips, offers & more for a content-rich first stop for customer support.
Secure File Transfer
Easy, secure drag & drop file transfer lets you apply patches, send URLs & updates, or receive log files with customer approval.
Ultimate Customer Support
Deliver on-demand remote support to Windows & Linux-based PCs, Macs & smartphones. Works fast over any connection – T3 to dial-up – so you are always on line for your customers – even from within your own web applications.
Advanced Management
Manage, monitor & report on all support center activity. Record sessions for training & accountability. Resolve issues faster via FirstHelp & remote support while increasing uptime.
Fast Integration
Transform support into actionable data by integrating to help desk, CRM, billing & other business systems.
No-figure Remote Printing
Print remote documents locally during remote support sessions without having to configure printers.
Unattended Remote Support
Monitor, manage, maintain & control unattended PCs, Macs, Linux devices & smartphones to keep downtime down and productivity up.
Easy Incident Routing
Send calls to language or issue experts to optimize first call resolution & minimize callbacks & incident backlogs.
Reboot/ Reconnect
Install applications or upgrades on unattended computers or guide non-technical users through product installations without exiting the remote support session. Can be executed in safe mode.
Enterprise-grade Security
Strong passwords, SSL & 256-bit Rijndael AES encryption offer the highest level of security for all remote support sessions – from login to logout.
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