Support Center:
WebEx Support Center enables companies to manage and resolve remote support issues, whether they be external customer-driven or internal user-driven through remote desktop sharing. Support personnel can initiate a session with a remote user by sending them an e-mail or providing a URL. Key features of the WebEx solution include:
- Two-way desktop and application control enable a help desk or support person to view or control a customer s desktop, transfer files to apply patches or updates, and perform administrative functions.
- Communication features such as integrated video, chat, call escalation, and transfer and conference enable support personnel to enhance support and rapidly bring in subject matter or other experts as needed.
- Management tools including system information collection, session and call center statistics, post session surveys, and session recording and editing support enable quality control and support for best practices.
- APIs support integration with a variety of CRM and help desk solutions. Support and other interaction records to be integrated into customer or user records and allow support personnel to launch a session directly from a customer file or trouble ticket.
WebEx Support Center supports Windows 98 and higher, Mac OSX10.2 and higher, Linux, and Solaris 8 and 9. Companies can license Support Center based on a per-minute usage fee, a set number of named users, or a set number of concurrent users. In addition to Support Center, the WebEx SMARTtech solution enables IT help desks and technical support personnel to remotely manage and support multiple computers or devices remotely via a Web browser. WebEx also provides Meeting Center, Event Center, and Training Center technology to complement technical support with new product or application introductions and training.
MARKET OVERVIEW
As the complexity of software and the frequency of patches and updates grow, so does the average user s dependence on a personal computer to complete a productive work day. The growth in popularity of tools such as PC Anywhere showed the clear need for IT departments and help desks to be able to remotely access and manage issues on user s PCs. However, most applications were designed for remote management, not necessarily for remote support or interaction between a user and a support expert. Other solutions required installation of clients on all users PCs, adding another layer of cost and complexity to the support picture.
Support Center is built on WebEx s MediaTone platform and delivered over the WebEx MediaTone network, a private global network for real-time IP communications. Deployed over the Web, WebEx Support Center works across all firewalls" a browser and Internet connection is all that’s needed. In addition to simple remote control, the WebEx support environment provides chat, application sharing, file transfer, session recording, and other features to support interactive problem resolution.
WebEx customers Nucleus analyzed had two key reasons for choosing WebEx Support Center over a competing solution:
- Ease of setup and use. Because it requires limited setup on the remote machine, Support Center can be used to rapidly connect with a remote user over the Web. Whether they planned to use Support Center for internal user support or communication with external customers or prospects, most customers didn’t want to have to install software.
- Licensing model. The flexible licensing options and ability to change from one licensing plan to another as needs changed or grew gave customers the flexibility they needed to leverage the solution across geographies and user groups as needed.
KEY BENEFIT AREAS OF A SUPPORT CENTER
Nucleus analysts identified a number of key areas where customers received benefits from their use of the WebEx Support Center: First, providing help desk and customer support personnel with the technology enabled improved IT management and remote support. Second, end users with the support of a help desk powered by the WebEx Support Center were able to work more productively because they could access applications and solve problems more rapidly. Third, companies could use the technology to reach out to and support customers and prospects.
Improved IT management and remote support
Remote desktop management enables IT and support personnel to rapidly identify issues, diagnose problems, and implement solutions for end users without on-site visits or step-by-step “blind” instructions.
