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MobiAssist from SOTI BlackBerry, Windows Mobile and laptop Help Desk Tools Helpdesk Tools for Technicians /strong MobiAssist provides technicians with an easy
and reliable way to remotely control and support any Windows
Desktop, Windows Mobile or BlackBerry smartphone, or Windows CE
Rugged Device. Listed below are the tools and utilities available in
the MobiAssist Console and the Technician Website that enable
technicians to support remote devices. Multi-Platform Remote Control Perform remote control support on devices and
desktops that run Windows, Windows Mobile, Windows CE and BlackBerry
platforms. Smartphone Support Remote control, configure and manage
smartphones running Windows Mobile. MobiAssist simulates a remote
user’s smartphone on the technician’s computer. Upon initiation of
the remote session, the technician and the remote user share control
of the screen and keypad. MobiAssist Console Allows technicians control devices, perform
file and registry management, and generate macros. It also provides
the ability to save images and videos during a session. Remote Diagnostics This provides a snapshot of the system
information as well as tools to view and manipulate services, tasks,
and applications running on a remote device. Technician-to-Remote User Chat Instant chat allows Technicians to chat with
end users without downloading a separate applet. This feature allows
a remote user to connect to the MobiAssist helpdesk without having
to make a phone call. Technician-to-Technician Chat Technicians can collaborate or share with each
other through the Technician-to-Technician Instant Chat. Easy File Transfer Multiple files and folders can be dragged and
dropped from the technician’s computer to the remote device and
vice-versa. Golden PIN Remote users don’t have to call the helpdesk to
receive a PIN. The Golden PIN is stored in the registry of a user’s
device. Using the Golden PIN feature, end users can easily connect
to a helpdesk without having to type in the usual 6-digit PIN code. Reboot and Reconnect During a support session, remote devices can be
rebooted and reconnected automatically to the helpdesk, thus
reducing the need for an end user’s intervention while remote
controlling a device. Support Session History Technicians can review their own session
history and administrators can review other technicians’ sessions.
This is useful for getting session feedback and benchmarking support
standards. Handling Multiple Sessions Technicians can conduct multiple sessions with
the MobiAssist Console. Communication Tools The laser pointer and instant chat features can
be used to enhance communication between technicians and end users. Session Transfer Support sessions can be transferred from one
technician to another or from one level of support staff to another. Technician Website Technicians can access the Technician
Dashboard, manage their own support queues, review session history,
generate performance metric reports and download the MobiAssist
software directly. Technician Dashboard for
Self-Assessment Technicians can quickly assess their own
performance by reviewing average helpdesk metrics and generating
performance-related reports. Management and Training Tools for
Managers MobiAssist provides effective tools for
Helpdesk Managers and Administrators to help them efficiently manage
their fleet of technicians, reduce operating cost, and improve
customer satisfaction. Administrator Website Administrators can manage access controls, set
up different support queues, and associate users with those queues
based on the operational requirements of a helpdesk. Administrator Dashboard for Technician
Management and Performance Reports A sleek web-based dashboard provides an
overview of technician performance and the helpdesk’s day-to-day
operational metrics. Furthermore, detailed reports help
administrators analyze the health of their respective helpdesks. All
reports can be downloaded in .pdf, .xls and .csv format. Support Session Recording / Training Sessions can be recorded and can be used to
train helpdesk support staff or to review issues offline, after the
session has ended. Technician and Customer Satisfaction
Reporting Data captured through customer satisfaction
surveys are presented to the administrator in the form of a report. Security MobiAssist provides effective security to
protect user data and personal information.
Data Encryption Uses 128 bit Triple DES Algorithm. Session History
HHelpdesk managers can keep a record of their
technicians’ work using session history reports. Manage IT Costs MobiAssist’s cloud computing cuts down on
overhead costs associated with server and software installation and
maintenance, eliminating the need to purchase hardware or additional
IT resources. By regulating these activities, organizations can
reduce costs and focus on their core competencies. Gain economies of scale The MobiAssist cloud employs redundant
architecture and runs at a fraction of its total capacity, so the
applications scale seamlessly and efficiently at a much lower cost.
Organizations can tap into MobiAssist SaaS solutions and leverage
the economies of scale that SOTI has achieved with millions of users
worldwide. Save time Ease of implementation, real-time collaboration
and support, and platform flexibility create significant time
savings while enhancing worker productivity. Organizations can
liberate themselves from the traditional software deployment—hidden
costs, high risks, and lengthy implementations. The MobiAssist
solution can be deployed in a few days, while the typical on-premise
application would take months to deploy. This time-savings results
in rapid return on investment (ROI). Gain instant access to innovation
SOTI works continually to improve the user
experience with MobiAssist solutions by provisioning maintenance and
upgrades on a consistent schedule, so that end users always have the
latest capabilities. Organizations can take immediate advantage of
these process and feature enhancements as a part of the customer
subscription. |
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