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| Netopia Launches eCare 4.5 Support Software Netopia has announced version 4.5 of its eCare remote support application, which it will be showcasing at Apple Expo Paris, along with its award-winning Timbuktu Pro peer-to-peer remote-control-software solution. eCare is a Web-enabled remote support solution that makes it possible for contact-center and help desk agents to reach across a broadband connection and directly access Windows or Macintosh desktops to resolve hardware and software issues. eCare doesn't require any software to be installed on end-user machines, making it easy for support agents to access remote computers for efficient and effective problem solving. Designed for service providers, call center outsourcers and help desks, eCare is continually enhanced to incorporate new features that make it applicable to any support environment, and was the first solution to provide out-of-the-box support for both Mac Safari and Windows Internet Explorer browsers, as well as Mac Intel systems. From exclusive new features in the browser interface, to enhanced support-session management, to improved connection speeds and more detailed reporting options, the new eCare 4.5 ensures that customer issues are resolved more quickly and satisfactorily than ever before. New features in eCare 4.5 include: - Client reconnect to original eCare ticket after agent reboot of client system to further speed resolution - Reconnect after dropped eCare communication eliminates the need for the client to submit a new ticket to a different representative - eCare support initiation via e-mailed session ticket provides more options to initiate sessions - Optional pre- and post-session customer surveys improve the overall quality of service and customer experience - Custom agent- and customer-login messaging provide up-to-date news and information alerts eCare is targeted at ISPs, applications service providers, contact center outsourcing companies, and PC software and peripheral companies. eCare is optimized to work across a range of Microsoft and Apple operating systems and PC hardware platforms. eCare is ideal for situations where a customer care incident has escalated, allowing the contact-center agent to actively control a remote desktop for precise problem solving. write your comments about the article :: © 2006 Computing News :: home page |