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SUPPORT CENTER fEATURES

SupportCenter, a customer support conferencing solution, offers a wide range of features to provide online technical support.

Network-Based Recording
Record your meetings and build valuable libraries of your most important recordings.  NBR can be customized to include all meeting content, including chat, presentations, and audio and video data.  When you need to access your content, NBR is optimized to allow on-demand streaming and downloading of archived sessions. 

Two-way Desktop and Application Control or View 
View or control a customer’s desktop or let a customer view or control your desktop. Customers can selectively share applications to maintain privacy.

File Transfer
Transfer files to and from a customer’s system to apply patches and updates during the session or retrieve customer data files for in-depth analysis. No complicated processes – just drag and drop.

Log onto Customer’s Desktop as an Administrator 
Sign on to a customer’s machine as an administrator to access and install new applications and perform other activities that require administrative privileges.

Rotate Documents in Landscape and Portrait
Via the Presentation Viewer, you have the ability to rotate documents in landscape and portrait and also have additional options for document sharing and viewing for improved user experience.

Session Recording and Editing 
Record sessions manually or automatically for archival or training purposes.

Remote Printing
Redirect printouts from a customer’s printer to a local printer for offline analysis.

Integrated Video
Stream live video to personalize or enhance support.

Scale to Fit
View the customer’s desktop without scrolling to speed the support process.

Floating TSR Control Panel
Access all session controls during desktop or application sharing without obstructing the view or switching screens.

Call Escalation 
Bring subject-matter experts into a session instantly when needed.

Chat 
Communicate easily with customers and other TSRs during a session.

Transfer and Conference 
Transfer calls or conference in other TSRs or subject-matter experts for faster resolution.

System Information 
Collect system information with one click. Print and save system information for future reference.

Annotation
Allows both the TSR and the customer to annotate on the screen to better explain and solve issues.

Persistent Reboot
Allow a customer to join the same session even after a reboot.

Firewall Friendly
Work through most firewalls without opening additional ports. SupportCenter operates through standard http and https ports.

Post Session Survey
Survey customers at the end of sessions and use data to improve TSR performance.

Management Reporting
Measure help desk and call center statistics, including number of sessions, session time and session feedback to track and improve performance.

Increased Operating System and Application Platform Support
Seamlessly collaborate with users across multi-platforms, including the latest versions.  Supports Internet Explorer 7, Firefox 2.0, and Intel Mac.

Learn more about SupportCenter

 
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