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Commercial Remote Access Tools Used for Support
The market is full of remote access tools. All but one of these
applications share desktops and are intrusive. These applications
only give a solution for point to point desktop sharing.
The drawbacks of all these applications are:
- They do not give an enterprise wide solution.
- They are not trivial to use.
- They do not integrate with help desk applications.
- They do not give enterprise-appropriate installation options.
- They do not offer end user's privacy or control over their computers.
- They lack many of the features that help OpSession reduce support
call time (real time system diagnostics, session recording, call
conferencing etc.).
- They do not sufficiently address security issues.
- They don't offer call management and conferencing capabilities.
OpSession's unique features make it the only real-time support
solution on the market that offers a comprehensive solution for
a multitude of customers and scenarios.
Embedded Remote Access Tools Used for Support
Another type of remote access tool is embedded inside network management
applications. These are limited remote access tools that
give the system administrator the ability to access desktops on
a network. They all include a minimal feature set and are usually
only accessible to MIS personnel. As in the previous example, these
applications lack many features aimed at streamlining the support
process.
Unique Features in OpSession
| Unique
Features in OpSession |
Comments |
| Integration
with help desk applications |
The Support
Person can work from within a single environment. Call details,
diagnostics and session recording can be appended to trouble
ticket. |
| System
diagnostics |
Support
Reps see what is happening behind the scenes on the end-user's
PC, without user intervention. This shortens call
time and improves the end user's support call experience. |
| Network
security |
The end
user can be located behind a firewall. In most cases the end
user's organization will not need to make changes in its existing
firewall policies to accommodate the support infrastructure.
OpSession supports the use of proxy servers. |
| Call management |
Multiple
Support Reps can join sessions to aid in call resolution.
|
| Real time
setting of access rights |
The end-user
maintains privacy by showing and sharing only what they
want to show, when they want to show it. |
| Ability
to share application windows only or full desktop |
Gives end-user
flexible, full control of their privacy. |
| Session
recording |
Animated
Tech Notes allow better customer support, recorded FAQs, and
better training.
The recordings are fully integrated into OpSession. The
files are very compact which makes Animated Tech Notes
easy to transport. |
| Network
setup capabilities |
OpSession
gives the system administrator a multitude of flexible installation
options. |
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