Help Desk Software offers global remote desktop control.
June 21, 2006 -
SupportDesk v9 enables enterprise tech support professionals and call center staff to provide assistance by connecting to customer PCs through remote desktop control in less than 10 sec. Delivery of software through appliance, as well as user-initiated session, is secure and enables enterprises to remain compliant with Sarbanes-Oxley regulations. Along with session logging and reporting, software provides systems level operation support and remote desktop control over file transfer.
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|Original Press release |
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NetworkStreaming Pioneers New World of Support with GA Release of SupportDesk 9
New Remote Desktop Control Features Address Support Needs of Increasingly Mobile Workforce
RIDGELAND, Miss., May 22 -- NetworkStreaming, a leader in appliance-based remote control support software, announced today the general availability of its next generation software, SupportDesk 9. Unveiled at the 2006 DEMO Conference in February, the latest version of SupportDesk includes new and enhanced features to enable enterprise tech support professionals and call center staff to quickly provide assistance to customer PCs through remote desktop control.
As the number of computers outside the office increases -- due in part to any number of factors such as the enhanced telecommuting options, more travel, and an increasing number of satellite offices and independent contractors -- so to does the IT support load. However, traditional methods of support such as pre-installing a support software client on each user's workstation are no longer feasible in every situation. Enterprise organizations need a new way to provide technical assistance to these remote workers. According IDC report "Clientless Remote Support Services Market" (IDC Doc #210447, May 2006) by Matt Healey, Senior Analyst with IDC Software and Hardware Support Services Program: "In situations where the IT staff and the employees are centrally located, the IT professional can walk over to the end users office or the user can bring the laptop to IT and have the problem addressed. This luxury however is becoming increasingly rare as enterprises are becoming increasingly spread out with employees working from home and branch offices without IT staff becoming prevalent. In these situations the IT staff needs to address how to support remote employees."
SupportDesk, NetworkStreaming's remote control software, allows tech support and help desk staff to connect to users' PCs anywhere in the world in less than 10 seconds. The delivery of the software through an appliance, as well as the user-initiated session, provides better overall security and enables enterprises to remain compliant with Sarbanes-Oxley regulations. Core capabilities of the product include:
o Systems level operation allowing the support staff to reboot and reconnect during the session -- without assistance from the user.
o Session logging and reporting for training and compliance requirements.
o User-initiated sessions and overriding control for security and peace of mind.
o Zero-footprint once the session is ended and uninstalled -- in order for the rep to connect the user must initiate another session.
"The increasing number of remote workers creates a chaos in today's networks that require new tools and processes to keep operations running smoothly and efficiently. Tech support software must evolve as well to keep up with this changing environment," said Joel Bomgaars, founder and CEO of NetworkStreaming. "The new features in SupportDesk 9 are designed for this new world of mobility and connectivity, allowing support staff to very quickly and easily provide resolution to remote employees' PC crises."
The latest version of SupportDesk includes several new features designed to make it easier for all support personnel to provide assistance to customers, clients or employees. New features of SupportDesk 9 include:
Enhanced Tech Support Controls for Easier Handling
o Specialized Teams -- Tech support staff can now set up specialized teams for faster, more customized response. The support staff can also seamlessly share the call for training or transfer to another support representative if the problem escalates in complexity.
o Cleaner Interface -- SupportDesk 9 features a simpler, tabbed interface that allows the support rep to quickly open and support several sessions at once and cut user wait time significantly.
o Pre-scripted Responses -- To increase productivity, support representatives can create and use pre-scripted chat messages as responses to commonly asked questions.
o Enhanced File Transfer -- New functions that enhance remote desktop control file transfer usability enable representatives to send, receive, and open or edit remote files using a few simple controls within a centralized view of the local and remote file systems.
New User Controls for Faster, More Secure Support
o Session Initiation Options -- In addition to initiating a remote desktop control support session by clicking on a representative's name or entering a session key, customers can choose from a list of common technical issues to automatically enter the queue for the support representatives most qualified to resolve that specific issue.
o Overriding Control -- Customers have always retained overriding mouse and keyboard control throughout the entire session. However, the addition of a prominent "Stop Session" button provides very intuitive control for instantly terminating the remote control session when clicked. SupportDesk(TM) automatically uninstalls from the remote computer, leaving no footprint once the session is complete.
o Customer Feedback -- The latest version of SupportDesk includes a customer satisfaction survey where customers can provide feedback at the end of the support session.
"Providing fast, effective service is a core component of keeping our customers happy," said Greg Jankowski, Customer Satisfaction Manager for SolidWorks. "SupportDesk 9 will be the key to helping us meet our customer's needs. The performance is smooth and features such as the new tabbed interface and the ability to add another support rep to the session will be instrumental in helping us to better manage our support sessions."
Pricing and Availability
SupportDesk 9 is currently shipping. Customers can purchase the Support Appliance and one concurrent license of SupportDesk 9 software for $3,690.
Customers requiring additional SupportDesk 9 software licenses can purchase these for $1,695 each.
Other pricing options exist for qualified buyers. Please visit the Web site at http://www.networkstreaming.com/ for more information.
Based in Ridgeland, Miss., NetworkStreaming specializes in appliance-based solutions for remote control support, access, presentation and collaboration. NetworkStreaming allows companies to connect to remote clients and co-workers via the Internet anywhere in the world, in less than 10 seconds. The company is the only provider in the industry offering an appliance-based solution, providing companies with an unparalleled level of security and the ability to scale efficiently. Backed by venture capital, NetworkStreaming has grown steadily since its inception in 2003, securing more than 1,800 customers in all 50 states in the US and 33 countries, in addition to resellers in Canada, South Africa and the U.K.
Vice President of Marketing, NetworkStreaming
Lois Paul & Partners