Following Chris Shipley's opening remarks at the DEMO 2006 Conference, NetworkStreaming will provide remote technical support to a user during a live demonstration of SupportDesk 9.0. Developed in response to customer requests, SupportDesk 9.0 is the only appliance-based remote support software designed specifically for call center organizations. With the release of this product, the days of sitting on the phone through extended wait times to receive help desk support will soon be over.
Due to the increased number of PC consumers and the greater complexity of newer technologies, call centers are backlogging tech support requests to deal with the rise in call volume. SupportDesk 9.0 is designed to streamline incoming workflow through customized session controls and enhanced productivity features. These functions help call centers to increase their service quality and accuracy needed to assist and resolve the customer's issue on the first call. The customer benefits of SupportDesk 9.0 include:
Enhanced Customer Controls for Headache-free Help Desk Support
* On-demand connectivity allows the rep to be up and going on a troubled
PC in less than 10 seconds -- even through corporate firewalls.
SupportDesk 9.0's reboot/restart function gives the customer freedom
and flexibility from having to sit in front of the computer as it is
being serviced by the support rep.
* Since SupportDesk 9.0 connects via a secured Internet address, support
professionals can access any computer anywhere in the world.
* Zero pre-installation of software or preconfiguration allows the
customer to get help without hassle.
* Zero footprint provides the customer with peace of mind, that once the
session is ended the software is completely uninstalled from the user's
machine and cannot be re-accessed without the user's consent.
* Permission-based connection and a large, accessible 'stop' button
ensures that the customer easily retains overriding control over the
support session at all times.
Improved Incident Response for Fast, Accurate Resolution
* Improved session management that allows call centers to setup
specialized teams for faster, more customized response. The rep can
seamlessly share the call for training or transfer to another rep if
the problem escalates in complexity.
* A cleaner interface allows the support rep to quickly tab through
sessions to support more calls at once and cut customer wait time
* The software also generates a customer exit survey to provide feedback
on the help session and support rep to ensure quality customer service.
"More than ever, individuals are making maverick decisions about their computing environments, connecting more devices, downloading software, and cruising a vast array of Internet sites. All of this activity creates chaos for call centers," said Chris Shipley executive producer of DEMO. "Support personnel are overwhelmed and providing low-quality service as a result. NetworkStreaming's unique approach to remote control software gives call centers the tools to quickly and securely connect to users and address their tech support requests. The result is a faster resolution of technical problems and happier customers."
Joel Bomgaars, CEO and founder of NetworkStreaming, will present the next- generation SupportDesk 9.0 with Nathan McNeill, VP of product development. Don't miss the opportunity to view a real remote control support call that will fix an audience member's PC problem from the DEMO stage on Tuesday, February 7, at 9:35 a.m.
Throughout the rest of DEMO, NetworkStreaming will be in the Pavilion at station #48 to conduct ongoing product demonstrations. Both executives will be available to discuss the remote support industry and product roadmap following the presentation.
For more information on the company please visit http://www.networkstreaming.com .
The annual DEMO conferences focus on emerging technologies and new products, which are hand-selected from across the spectrum of the technology marketplace. The DEMO conferences have earned their reputation for consistently identifying tomorrow's cutting-edge technologies, and have served as launch pad events for companies such as Palm, E*Trade, Handspring and U.S. Robotics, helping them secure venture funding, establish critical business relationships and influence early adopters. Each DEMO conference features approximately 70 new companies, products and technologies. For more information on the DEMO conferences, visit http://www.demo.com .
Based in Ridgeland, Miss., NetworkStreaming specializes in appliance-based solutions for remote control support, access, presentation and collaboration. NetworkStreaming allows companies to connect to remote clients and co-workers via the Internet anywhere in the world, in less than 10 seconds. The company is the only provider in the industry offering an appliance-based solution, providing companies with an unparalleled level of security and the ability to scale efficiently. Backed by venture capital, the company has grown steadily since its inception in 2003, securing more than 1,600 customers in all 50 states in the US and 33 countries, in addition to resellers in Canada, South Africa and the U.K.
Vice President of Marketing, NetworkStreaming
Lois Paul & Partners