The WebInteractive remote access software solution offers innovative technology and award winning features that can turn your call center into a world-class support and e-sales organization.
The WebInteractive Remote Access Software Key Features:
Record and
Playback
This convenient feature allows you to record the session for playback at a
later time. You have the flexibility to choose what is to be recorded:
Viewport, Voice Chat, Video Conferencing or Keyboard Chat.
SSL Support
You now have the ability to run WebInteractive 4.0 on a secure SSL
connection, making it more secure than ever.
Dynamic CAST 128-Bit Encryption on The Fly
As the agent, you can enable/disable 128-bit encryption from a "lock" button
on the control panel.
WebInteractive Launchers
With WebInteractive 4.0 you can instantly launch a session using the new and
simplified WebInteractive launch icon that can reside on a desktop.
Windows/LDAP/Active Directory/Radius Authentication
You now have the ability to select how agents will be authenticated when
logging into the Linktivity Server.
Keyboard and Voice
Chat
The WebInteractive remote access software's keyboard and voice chat features
allow support professionals to complete online service requests without the
need for a telephone connection. At the same time, should customers wish to
speak to a representative over the phone, the request can be initiated using
The WebInteractive remote access software's text chat.
Permission Tools
The WebInteractive remote access software solution offers support tools for
monitoring and controlling a remote PC. To protect against unwanted
intervention, The WebInteractive remote access software prompts customers
before initiating any remote access, control or monitoring sessions.
Customers can further customize their remote access and control permissions
to selectively allow or disallow control features as they apply to specific
files or applications on their PC.
Once WebInteractive's remote control has been allowed, support professionals
can view a customer's PC as if they were sitting right in front of it. No
time is wasted by the customer describing a problem, or by the remote access
representative trying to visualize the problem.
File Transfer Tools
If the problem cannot be resolved without the installation of additional
software, The WebInteractive remote access software offers file transfer
capabilities. This way, support professionals can transfer required files
from their PCs directly to the customer.
Co-browse Tools
The WebInteractive remote access software solution's co-browse capabilities
makes it easy for remote access support representatives to direct customers
to specific online resources where they can find useful information or
important support tools. Using the remote access software's co-browse
functionality, support reps can "push" html content directly to the
customer's browser. Customers can instantly view these pages and bookmark
them for future reference.
System Recovery Tools
If a customer's problem has resulted from the corruption of an application,
file or the system registry, The WebInteractive remote access software
solution offers a system recovery feature. Using system recovery, remote
access support representatives can access a previously saved snapshot of the
customer's PC and restore the PC to the most recently functional
configuration. This way, even complex PC problems can be quickly resolved.
Web-based Design
Requires no client software installation. Customers log in to your Web
site and are instantly available for interactive PC support.
Online Request Distribution
Provides a simple online login and queuing process for customers who wish to
receive online remote access support. Routes a web-based support request to
the most appropriate remote access support representative.
Remote Access Permissions
Very secure because the customer must give permission prior to remote
access, control or file transfer.
Screen Sharing/Remote PC Monitoring
Supports viewing of a remote PC to a remote access support professional.
Alternately, remote access support staff can broadcast a view of their PC
desktops for training purposes.
Remote PC Control
Allows support professionals to assume control of a remote PC, provided that
the customer has granted remote access permission.
Internet Co-browsing
Enables remote access support personnel to "push" html content to a remote
viewer without requiring remote control. Customers can bookmark Web sites
for reference.
File Transfer
The remote access support professionals can transfer files from their PCs
directly to the customer, or the customer can transfer files to the remote
access support representative.
System Recovery
Using system recovery, remote access support representatives using the
WebInteractive remote access software can access a previously saved snapshot
of the customer's PC and restore the PC to the most recently functional
configuration. This way, even complex PC problems can be quickly resolved.
Online Reports
Review entire chat and session logs or access daily reports to track
industry standard support metrics.
Call Escalation
Calls can be easily transferred among support representatives to ensure the
most relevant agent is supporting a customer.
Video Conferencing
Live video enables CSRs to personalize support sessions. Use the Video
Conferencing feature to broadcast a pre-recorded .avi file or a live image
using a standard PC Web Cam to all or any of the meeting attendees. Also,
you can enable the Web Cams of meeting participants for a group video
conference.
Conducting an Online Support Session with The WebInteractive Remote Access Software Solution
To facilitate a real-time remote access support session, the WebInteractive server's ConnectionPoint application coordinates the routing of data between the support representative and the customer. ConnectionPoint actively manages all connections, precluding any conflicts that might be caused by corporate network firewalls.