Remote Control Conferencing Technology

Immediately conference in other people (e.g. support technicians, developers, etc.) into a support session and resolve matters right away. SOTI brings the world's first such technology for the mobile platform, allowing an unlimited number of technicians to instantly join a MobiAssist session in progress to view and control the end user's mobile device or desktop, saving time from transferring sessions and increasing first call resolution. Technicians in the shared session can also instantly show their own desktop screen and give mouse and keyboard control to other technicians if required.

Unattended Access

Connect to a remote device when no end-user is present. Unattended access allows desktop machines like servers to be accessed from anywhere, anytime, in seconds! Additional security is added by configuring a schedule when the machine can be remote controlled into.

RIM BlackBerry Enterprise Server (BES) Integration

BES Administrators and support technicians can now directly view device information like Username, email, PIN, Phone Number, Carrier, Model, OS, and also instantly and securely remote control any BlackBerry in their BES/BESX without the end user initiating the connection.

BMC Remedy Integration

Support technicians using BMC Remedy Service Desk can launch a secure, remote MobiAssist support session directly from a ticket and instantly being troubleshooting and resolving a problem on the first call. All the chat information and events performed, or files accessed during the remote support session are fully tracked and stored in the ticket, so they can easily be searched for within Remedy.

Advanced Technician Access Rights

Start a support session in a chat only mode and then request the end user to allow remote control of their device for further troubleshooting only if required. Administrators have the flexibility to configure each support technician’s initial access when a MobiAssist session starts and also configure what features they can request from an end user. For example, a support technician may not get any File System access at all, or only get it if approved by the end user or just start off with it.

Custom Terms and Conditions

Have end users accept a set of Terms and Conditions prior to starting any remote control session ensuring support technicians aren’t accessing devices without consent from the end user. Terms and Conditions can simply point to an existing URL if they are already defined, or can be configured directly in the web portal.

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