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Latest
Version: WebInteractive 2.0
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| WebInteractive
is a Web-based, real-time Server Software remote support
tool that provides a simple way for support professionals
to quickly manage and resolve online PC support requests.
WebInteractive provides all the tools needed to manage
a queue of online requests, communicate with customers
online, monitor a remote PC and control a remote customer's
PC to resolve issues |
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- Manage
multiple support requests from an online queue of customers
- Communicate
with customers in real-time via voice or keyboard chat
- View
a remote customer's PC and monitor activity
- Illustrate
and annotate problems using an online whiteboard
- Conduct
a remote control session and operate a remote customer's PC
- Upload
customer files for analysis, or download software patches
- Restore
a remote user's PC to a previously working configuration
- Direct
a remote customer to a Web site using co-browse features
As
a result, WebInteractive allows support professionals to quickly and
easily resolve customer support issues by allowing them to focus more
on solving problems and educating customers and less on visualizing
problems and blindly guiding customers toward a solution.
WebInteractive is ideal for help-desk use. WebInteractive lets support
representatives view a user's screen (with the user's permission) rather
than rely upon verbal descriptions of what the user's screen looks like.
Support representatives can diagnose problems by remotely taking control
of a user's desktop (with the users' permission), saving time and allowing
the support rep to serve greater numbers of other customers. But, help-desk
use of WebInteractive also provides opportunities for training and development;
users can learn a great deal when support reps assume control of their
desktops and demonstrate solutions and workarounds while they look on.
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Security |
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| Security
is vital to all Web-based systems. With WebInteractive the support
representative has unprecedented access to the user's computer to
pinpoint and resolve technical issues more efficiently than ever
before. Yet, WebInteractive leaves the ultimate control in the hands
of the user. The user actively participates in the screen-sharing
process and observes every step that is taken to resolve the technical
issue. At anytime the user can retake control of the mouse and keyboard
or end the WebInteractive session altogether. |
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Support
Session Set-up |
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To
facilitate a real-time Web-based support session, the WebInteractive
server's ConnectionPoint application coordinates the routing of
data between the service representative and the customer. ConnectionPoint
actively manages all connections, resolving any conflicts that might
be caused by corporate network firewalls.
Both the support professional and the customer may participate through
a browser-based client. The support professional must use a PC running
a Windows-based operating system (Windows 95, 98, NT or Windows
2000), while customers may run any OS of their choice (including
Mac, Linux, et. al.).
To set up a service request, the customer simply visits the Support
Web site, clicks on the support icon and then enters a description
of their problem, along with an e-mail address. Once submitted,
this service request in entered into an online queue of requests
that support representatives can view and accept by clicking on
the entry.
Once a service representative has accepted a request, the WebInteractive
server will automatically upload the necessary components to enable
the customer's browser. Typically, a service representative would
then initiate an online support session with a text chat message
acknowledging the request and introducing him/herself.
Once a support professional has logged in, they are presented with
WebInteractive's Command Console. WebInteractive's communication
and control features are easily accessible from this browser-based
console. Actions initiated by the support professional, including
video, audio, or browser commands are delivered from the support
PC via the Internet to the WebInteractive server. From the WebInteractive
server, the commands are then broadcast to a customer's browser
across the Internet. Through a combination of WebInteractive's communication
and control tools, the support professional can efficiently resolve
support issues to the customer's satisfaction. |
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