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 Sharing and connection Security: We know that security is important to you and have implemented the following measures to ensure INCH ONline OnCall provides you and your customer peace of mind. Security Details - Description Secure Data Center Technology Hosting Our data centres are located at facilities that provide 24-hour physical security, redundant electrical generators, redundant data center air conditioners, and other backup equipment designed to keep servers continually up and running. The network perimeter is protected by multiple firewalls and monitored by intrusion detection systems. 128-bit SSL Data Encryption INCH ONline.com uses 128-bit SSL encryption for each remote session, to ensure customer privacy and data protection. This is the same level of security utilized by most Internet banking institutions. Existing Network Security Settings Maintained INCH ONline.com does not require any firewall ports to be opened on either the technician's or the customer's PC. It utilizes already open ports 80 and 443, which are used for web browsing. This ensures that there are no holes punched in either the technician's or the customer's security connections. User Authentication Technicians can only log into the INCH ONline service with a valid username and password. Upon their login, their entire session is encrypted with 128-bit SSL. If their authentication information is incorrect, the INCH Online service will reject their login. Remote Control of Customers PC Requires Permission Technicians cannot access their customer's PC unless the customer has expressly granted permission. The customer is required to first download a small applet, and then click "Yes" when asked to grant permission. If the customer refuses to do either, the technician's access will fail. Temporary Customer PC Access Remote support session access connection automatically dismantled at the termination of a session to ensure technician cannot re-access the customers PC. Customer Option to Terminate a Remote Session At any time during the remote session, the customer or technician can terminate the session by clicking the Terminate tab. Once the session has been terminated, the remote access connection is automatically dismantled to ensure that the technician cannot re-access the customer's PC without their permission. Benefits and more features: Solve remote support issues in record time Deliver instant, personalized support to users around the world. View and take control of desktops or applications, accelerating diagnosis and problem solving. Decrease call times, increase first call resolution, minimize on-site service visits - and maximize customer satisfaction. Sign up for a 14-day free trial or buy it online. Overview Improve the speed and quality of your online support Remote support lets you "see" the issues firsthand, rather than being dependent on a verbal description. Rapidly diagnose problems with remote support and improve your support organization's performance as you:
Deliver hands-on support without costly site visits Eliminate the need to travel offsite for most problems - and avoid the frustrating back-and-forth communication of possible fixes over the phone. Deliver support around the globe Whether you're supporting customers around the world or a local workforce, let our INCH ONline.com support people view, diagnose and solve problems for anyone around the world, across any firewalls, on any operating system, on any browser. Features Resolve more support issues in less time with online support The intuitive interface, ability to work through firewalls and robust security make Support Center-Remote Support the most effective way to increase customer satisfaction and reduce cost. Learn more about Remote Support by downloading the data sheet today. Give click-to-connnect access on the web Give your customers anytime, anywhere access to your agents by adding a click-to-connect link on your web site, desktop, product, or email signature. You can even customize the request form to collect information you need from your customer and reflect your customer's branding. Manage support sessions with the INCH ONline.com support request notifications automatically whenever there are customers in the queue. Agents can view all queues and other agents' status, then transfer requests to available or more qualified agents. Multiple queues, skill-based routing, and work distribution Create multiple queues for different teams or departments. Route the request to the most qualified agents using skill-based routing. Distribute requests evenly using round-robin or most-idle work distribution. Gain immediate and real-time visibilityInstantly view your customer's entire desktop or specific application and see the problem for yourself rather than relying on lay customers to explain technical jargon. You won't have to support your customers blindfolded and rely on them to explain what they're seeing. Automatically gather critical system Information Simply click on System Info to collect and view critical data like system information, hardware specs, browser version and installed applications in one place. Customer-friendly access controlsTo limit your liability and increase customers' comfort, Remote Support makes sure you are getting explicit permission for all the actions you are taking on customers' machine like remote control, file transfer and recording. Application level control Sometimes, customers are reluctant to give visibility or control of their entire computer. Remote Support allows you to limit the view your customer sees and control access to the applications they select. Advanced file transferUsing file transfer, you can immediately download applications, patches or updates to resolve the issue. You can also upload log files from customer computer for later analysis. Advanced file transfer enables you to also create, delete and rename folders and delete and rename files. Remote reboot within the same sessionIt is very common to reboot the customer's computer after installing patches or applications. Remote Support provides an easy way to reboot the customer's computer and have the customer re-join the ongoing session. Recording and playback Auto-record all sessions to create a full audio, data and video audit trail. You can also record selected sessions for training and development or a multimedia knowledge base article. WebEx Recording Editor allows you to fine tune and repurpose content. Powerful reporting capabilities Remote Support allows you to collect customer data before the session starts and survey data at the end of the session. These reports help you analyze your call center metrics, including handle time, call volume, agent productivity, and customer satisfaction. Cross platform support Remote Support allows you to support customers no matter what operating system they use. In addition to Windows - Linux, Solaris and Mac are supported. |
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