WebEx Support Center
Remote Support
Solve IT issues in record time
Resolve more helpdesk issues faster for less
Give your helpdesk reps the ability to diagnose and solve issues in real time over the web. Provide quality remote support to geographically distributed company employees. Make it easy for your reps deliver secure, personalized support from anywhere. View and control desktops or applications to deliver fast, intelligent IT support. Read how the three-member Bozeman Deaconess Hospital IT team now supports 1,000 employees located across multiple sites. Increase call resolution, decrease call times, and minimize onsite service visits, reducing support costs overall. Maximize helpdesk productivity with secure, scalable Remote Support.
Buy now or take a 14-day free, no risk trial right now.
See how Remote Support boosts helpdesk effectiveness.
Respond to more support issues, faster without adding resources. Resolve remote issues faster and drive up user satisfaction. Add enterprise-strength helpdesk application Service Desk by Parature to Remote Support to track, route, and manage IT service requests.
Buy now or request a customized demo to see how Remote Support can maximize your IT support team.
Solve more remote support issues faster.
Improve availability and uptime with fast problem diagnosis, reduced handling time, and increased first call resolution. Boost helpdesk technician productivity and response time, closing more calls faster, and decreasing downtime.
Deliver secure, scalable support wherever.
Get WebEx Remote Support on demand over the global MediaTone™ Network. Support organizations worldwide rely on WebEx to provide superior performance, with better than 99.99% “always-on” reliability. Share sensitive information in online sessions with enterprise-grade security.
Accelerate diagnosis and problem solving.
View and control an employee’s entire desktop or just specific applications. Diagnose problems, transfer files, and install patches or updates.
Deliver hands-on support without costly site visits.
Eliminate the need to travel offsite for most problems—get more done more efficiently by eliminating frustrating back-and-forth communication over email or telephone.
Streamline the IT support experience.
See issues firsthand—just like being there in person—rather than relying on a verbal description. Increase company satisfaction with secure, high-quality call resolution, permission-based access, and post-session surveys.
Take a look at Remote Support features and functionality.
Implement Remote Support as a standalone solution or as part of the complete WebEx Support Center suite of IT helpdesk solutions. See how Remote Support offers specialized functionality to help you resolve helpdesk issues more efficiently.
Solve more remote support issues securely, effortlessly.
Increase employee satisfaction and reduce overall support costs by connecting instantly through firewalls and initiating secure sessions.
Provide click-to-connect access on the web.
Give your employees anytime, anywhere access to your technicians by adding a click-to-connect link on your website, desktop, product, or email signature. You can even customize the request form to collect information you need from employees and reflect your company’s branding.
Manage support sessions with the WebACD Inbox.
Receive IT support request notifications automatically whenever there are support requests in the queue. Helpdesk reps can view all queues and reps’ status, then transfer requests to available or more qualified reps. Watch the WebACD Quick Tour to learn more.
Allocate calls more effectively using multiple queues, skill-based routing, and work distribution.
Create multiple queues for different support teams. Route the request to the most qualified helpdesk reps using skill-based routing. Distribute requests evenly using round-robin or most-idle work distribution.
Integrate full-fledged ticket management.
Manage the flow of IT support requests more effectively by pairing Service Desk by Parature with Remote Support. Track, route, and manage requests with a Trouble Ticketing System.
Gain real-time visibility and application level control.
Make it easy for helpdesk reps to view an employee’s entire desktop, or analyze a specific application instantly, to see problems. Decide how much access you to give to your reps. Remote Support enables you to limit the view and control access to the applications they select.
Collect critical system information automatically.
Easily find all the information you need to solve a helpdesk issue. Simply click System Info to collect and view critical data, including system information, hardware specs, browser version, and installed applications—all from one place.
Set permission-based access to reps.
Control how much helpdesk reps can view. Remote Support prompts reps to get explicit permission for any actions taken on employees’ machines—including remote control, file transfer, and recording.
Speed up support sessions with instant chat.
Employees joining a support session can chat immediately with a helpdesk technician without downloading any new software. Keep your reps more productive by taking advantage of the Chat Phrase Library with reusable chat phrases. Employees and helpdesk reps may download and save the complete chat transcript.
Resolve issues faster using advanced file transfer capabilities.
Use file transfer to download applications, patches or updates to resolve issues instantly. You can also upload log files from employee computers for later analysis. Create, delete, and rename folders, and delete and rename files with advanced file transfer capabilities.
Take advantage of integrated VoIP and Video.
Stream live video to personalize or enhance support. Communicate with employees using integrated VoIP on Windows, Mac, Linux, and Solaris platforms.
Conduct remote reboots within the same session.
Make it easy for helpdesk reps to reboot an employee’s computer after installing patches or applications, and enable the employee to re-join the ongoing session.
Hand off warm escalations.
Use powerful Remote Support transfer and conference capabilities for warm escalations/transfers. Eliminate cold handoffs that force employees to start from scratch with every call.
Monitor sessions with real-time management console.
Monitor helpdesk reps and queues using real-time management console. Get notification when the wait time exceeds predetermined thresholds.
Record sessions for later playback.
Auto-record all sessions to create a full audio, data, and video audit trail. Record support sessions and access them easily from your WebEx site. Use Network-based recording to efficiently document sessions, expedite incident resolution, and train new support staff.
Analyze key metrics using powerful reporting capabilities.
Collect key data before the session starts and survey data at the end of the session. Use these reports to analyze helpdesk support metrics, including handle time, call volume, rep productivity, and employee satisfaction.
Case Studies
EquaTerra
Instead of hiring IT employees who were not billable and generate overhead expenses, we chose WebEx. As a result, EquaTerra is now spending less than the equivalent of one FTE (full-time equivalent) salary per year.
—Chris Holder, IT Manager
Read more>>
Bozeman Deaconess Hospital
If a machine isn’t working, especially during a critical procedure, you have to get in there quickly and fix it quickly. WebEx has really done the job for me, not to mention for our patients. It’s been a lifesaver.
—Mark Solyst, Network Administrator
Read more>>
Improve helpdesk performance with a scalable, secure solution.
Get WebEx Remote Support on demand over the web on a subscription basis. It’s easy to get started. There’s no need to invest in or install any new hardware or software—on your network or on any remote computers. For a predictable monthly fee, give your reps access to Remote Support any time, from any web browser, anywhere in the world.
Contact us for a quote. Tell us about your organization’s needs and receive a quote. Or if you’re ready to get started, buy online now.
Take a FREE, no risk trial. Sign up for a personalized free trial so and your team can try out Remote Support.
Join a live demo right now and see how it works. Our demo specialists will answer your specific questions and show you how you can provide a winning solution to both your company.
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