Remote Control on Demand - CrossTec ResQDesk
webbased - sicher - transparent
On-Demand Remote
- Control
- Sofort-Hilfe
- Support
- Demos
- Trainings
- Live Audio Chats
Schnell und einfach da sein, wo man gebraucht wird
Technischen Support schnellstmöglich, effizient und benutzerfreundlich zu gestalten ist eine Herausforderung, mit der viele Unternehmen konfrontiert sind. Klassischer Support per Telefon ist heute weder effizient noch zeitgemäß.
Schnell - anwenderfreundlich - wirtschaftlich - revisionssicher
ResQDesk erlaubt Supportmitarbeitern sich direkt auf den PC des Anwenders zu schalten und dort das Problem progressiv, schnell und unkompliziert zu lösen. Administrationsrechte und Firewalls spielen bei der Problemlösung keine Rolle.
Wenn ein Kunde Hilfe oder Anweisungen benötigt, braucht er nur auf den Link auf der Website des Verkäufers zu klicken und er beginnt sofort live mit einem HelpDesk-Operator zu chatten.
Key-Features:
- Einfachste Installation und Anwendung - keine Schulung erforderlich.
- Extrem schnell, auch bei Verbindungen mit geringen Bandbreiten.
- Sichere 256-bit AES/DES Verschlüsslung
- Professioneller und sicherer Remote-Support per Internet, Einwahlverbindung oder Netzwerk.
- In Sekundenschnelle einsatzbereit - keine vorinstallierte Software, keine Administrator-Rechte oder Firewall-Änderungen erforderlich.
- Sehr anwenderfreundlich - direkte Einbindung in den Browser
- Nach Ende der Sitzung wird die Datei automatisch und rückstandsfrei entfernt.
- Vom Benutzer bestätigte Zugriffs- und Sicherheitsfunktionen, die den Sicherheitsrichtlinien des Endbenutzers entsprechen.
- Integrierte Chat-Funktion und integrierter Dateimanager für einfachen, bidirektionalen Dateiaustausch.
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ResQDesk ist in den folgenden Sprachversionen verfügbar:
ResQDesk Browser - Unterstützung für:
Weiterführende Informationen und Downloads:
Installationsanleitungen und Quick-Start-Guide
Dokumentationen und Whitepapers
Awards ResQDesk
Funktionen & Vorteile im Detail:
- Webbasiert
Als vollständig webbasiertes System erfordert ResQDesk keine Vorinstallation von Software.
- Sicherheit
Ob eine unmanaged Firewall, managed Firewall, einfache Switches oder kaskadierte Switch-Landschaft, es ist keine Umkonfiguration notwendig.
- Transparent
Der Hilfesuchende entscheidet was der Supportmitarbeiter sehen darf oder worauf der Supportmitarbeiter zugriff hat. Eine Änderung der Einstellungen ist während der Verbindung jederzeit möglich.
- Dateitransfer
Leistungsstarker bidirektionaler Dateimanager mit Drag & Drop-Unterstützung zur Übertragung von Updates, Patches und Treibern oder zum Einsammeln von Dateien des entferneten Rechners zur Diagnose.
- Sitzungsaufzeichnung
Durch eine revisionssichere Aufzeichnung der Sitzung ist jederzeit nachvollziehbar welche Veränderungen vorgenommen wurden.
- Integrierter Messenger
Mit der integrierten Chat-Funktion stehen Anwender und Helpdesk während der Wartungsarbeiten auf Wunsch ständig in Kontakt.
- Sichere Verbindung
ResQDesk erstellt eine Verbindung über ein Gateway mit einer 256-bit AES-Ver¬schlüsselung vom Operator zum Client.
- Sehen und Verstehen
Durch die Möglichkeit der umgekehrten Bildschirmdarstellung kann dem Hilfesuchenden gezielt Hilfestellung gegeben werden und ein
Lernerfolg kann sich dadurch einstellen.
Wenn man weiß, welche Hard- und Software auf den Benutzer-PCs installiert ist, lassen sich Probleme schneller lösen und es werden weniger Eskalationsstufen benötigt. Durch Integration einer
integrierten Inventarisierungslösung können Sie über ResQDesk eine vollständige Inventarisierung für jedes Benutzersystem und einen fortwährenden Verlauf früherer Supportanfragen für einzelne
Benutzer erhalten. ResQRemote liefert Ihren Operatoren die nötigen Informationen, um schneller und effizienter auf Problemstellungen zu reagieren.
Features and Benefits (english)
-Tests show ResQRemote to be faster than other on – demand Remote Support solutions
-Useful IM text chat utility that you can add to your site for both sales and support questions
-If a user cannot get their questions answered with the chat feature, the operator can suggest a live remote control or screen demo session with the end user
-ResQRemote offers centralized management
Sales or technical product experts can push out live demo screens or web pages to present product facts, presentations, slide shows and live screen demos to potential customers or for trainingCrossTec ResQRemote will transform the way your IT support and sales teams deliver on-demand assistance and presentations to the world.
With ResQRemote organizations can provide fast, easy and secure remote-support services and live screen demos, resulting in a superior customer experience and dramatic increases in productivity.
ResQRemote includes a full range of essential tools to help your staff transform questions into solutions. ResQRemote provides you with web-based Instant Messaging,
single-click remote control, the ability to push screens and pages to end users, mark up utility to highlight information on their screen, file transfer, operator scripts, exit surveys, instant
Hardware and Software Inventory reports and much more.
CrossTec has taken its best-of-breed remote control technology and created ResQRemote to enable temporary remote assistance and web demos across the Internet without the need for firewall
configuration or software installation. By downloading a small, self-executing program, end users can receive true hands-on assistance from your help-desk or sales staff.
- One-click sessions. No installation or firewall configuration required
- Provides IT support and demos remotely from home or the office
- Saves unnecessary travel costs
- Achieves higher employee productivity and customer satisfaction
- Chat-to-assist lets users IM you questions and then make live sessions
- Provides best practices for protecting customer privacy and security
- Inventory HW and SW to see beneath the hood of users PC and problems
- Transfer files to users for faster updates and to provide better information
- Sales teams can demonstrate live presentations and web pages to users
- Operator scripts let you provide sales and support teams with answers
- Optional Exit surveys give you immediate feedback from users
Chat and Message
Conduct an Instant real-time chat session with an End User by them simply clicking on the "click for support" button on your website. A selection of designs are provided for you to choose from and
CrossTec ResQRemote creates the code ready for you to update your own web pages.
Chat History
All chat sessions are recorded by CrossTec ResQRemote, the History is then available to an Operator if a subsequent request for assistance is raised, and in addition the end user can request a
transcript of the conversation and resolution provided which will automatically be sent to their email address.
Chat Groups
Customers can identify the nature of their chat request by selecting a pre-defined Question Type or Target such as "sales, support or admin". The inbound chat request is then directed to operators
that are members of the group sales, support and so on. Any number of Groups can be defined to suit your business requirement.
Exit Survey
Once your chat and support session is ended, the customer is automatically prompted to rate their support call experience and provide you with valuable feedback. This simple feature provides
additional information to your help desk management team to allow them to maximize positive customer experiences. This can be disabled if not required.
Chat Status
Once your chat button is published on your website, its status will change depending on Operator availability. Outside of working hours, the chat button will turn grey to indicate no operators are
currently available, and if clicked, the user will be notified and presented with a form to leave a message.
Push Pages
The Operator can launch web pages and links directly on the end Users desktop. Commonly used pages can be stored and made available for all Operators for future "one click" use.
Push Screen Sessions
The Operator can project a live screen demos to users to show them slide shows and presentations, software features, reports, PDFs and more.
Canned Responses
Pre-defined responses and scripts can be created to ease operator response and provide "one click" solutions.
Full, High Speed PC Remote Control
Watch, Share or Control the screen, keyboard and mouse of a workstation regardless of color resolution or Windows operating system version. Use the Audio functions on multimedia capable PCs to talk
to your users over the same connection.
Annotate the Screen
While performing Remote Control on the customers PC, you may want to draw their attention to certain items or settings. CrossTec ResQRemote provides a range of annotation tools that allow you to draw
on their screen, highlight text and much more.
Real Time Hardware and Software Inventory reporting of the End User PC
Obtain a real-time view of the hardware and software installed on the target workstation at the click of a button, without ever needing to leave the CrossTec Remote Control program to gather this
information. In addition, CrossTec ResQRemote collects over 50 items of information, specifically about the hardware or environment of the End User's PC, where you can obtain details of applications
in memory, installed hot-fixes, processes running and installed services.
Real Time View (and Control) of applications, Processes and Services running on a User PC
As well as real-time reporting, CrossTec also provides the tools, security permitting, to allow you to remotely stop and start services, end applications and much more.
File Transfer
The fastest and most feature rich solution. Transfer and manipulate files between workstations using intuitive "drag & drop" technology. Synchronize directories on two workstations or edit files
and attributes directly. CrossTec ResQRemote utilizes intelligent "Delta File Transfer" to reduce data transfer times when overwriting files that already exist. CrossTec now checks blocks of data and
only transfers changed data within the file being transferred. The performance benefits are most noticeable on a slow link.
Interactive Whiteboard
To both aid training and the effectiveness of support, a Whiteboard feature is now available from within a chat / multi-chat session. The Operator is able to use a range of screen highlighting tools
to visually support their text chat with invited users.
Remote Registry Editor
Now you can connect to a remote PC and both review and edit its registry settings without needing to remote control and navigate its screen.
Remote Command Prompt
Connect to a customers PC and open a Remote Command prompt on the Operators PC. This allows you to view directory structures and perform low level functions without the need to remote control the end
users PC.
Configurable Operator rights
For all defined Operators in CrossTec ResQRemote you can control which features are available for use with each account.
Automatic Customer identifier
For all new chat sessions, CrossTec ResQRemote will identify the location of the customer, presenting either Country or City information, and if available, the name of the company the address is
registered to.
Automatic Proxy support
For all new chat sessions, CrossTec ResQRemote will check if a proxy is utilized and automatically configure the chat session so that remote support is available. Proxy support is included in both
the Operator and Customer components.
Launch Applications remotely on the Target PC
CrossTec ResQRemote includes a Launch Application feature that allows you to remotely start applications on a remote PC, start installer routines and much more. This feature combined with File
Transfer provides a quick and effective means of providing remote updates.
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