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| eCare 4 |
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| Published by Motorola. |
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Support Interaction Software
eCare is an award winning solution that connects support agents and their customers with web enabled live collaboration tools.
eCare enables remote desktop sharing, file transfer, live chat, URL push, and even real-time diagnostics and inventory of the remote PC hardware and software for asset management. This cross-platform, Web-based solution gives your customers the highest level of service, while reducing your cost of support. |
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| overview |
eCare can help you interact with your employees and customers in real-time. Get closer to any remote user at a reduced cost and time.
Web-Enabled Bi-Directional Remote Desktop Assistance
- Utilizes one of the thinnest remote control plug-ins: 400K.
- Enables over-the-shoulder help, from anywhere to anyone.
- Resolution optimizer for faster speeds.
- Low consumption of CPU and network resources.
- Provides on the fly, one-on-one support over the web.
- Standalone installer for enterprise LAN/WAN
Browser Based Support Request Queue
Allows Support Agents to view a Web page with a listing of all pending requests in the support request queue. Support Agents can review the queue for issues in their area of expertise, and then initiate a support session by clicking on a Web link. Unresolved issues can be returned to the support request queue, where they can be highlighted and escalated for expert assistance. Further, this queue seamlessly integrates with existing CRM solutions.
- Streamlines existing support process.
- On-line collaboration and escalation to a corresponding support resource.
- Direct email integration from the online support queue to the help desk inbox.
Optimize support
- smoother processes.
- CRM integration.
- online collaboration and request routing by field of competences.
- automated email request notification.
Security
Netopia has years of experience delivering collaboration products that utilize reliable and secure technology. Netopia has gone to great lengths to ensure that the security features built into eCare are designed to meet stringent IT security needs, such as common security protocols like firewalls and VPNs (Virtual Private Network). eCare's SSL support and multi-layer password authentication feature ensure privacy and confidentiality.
Firewall
In accordance with strict corporate security policies, all eCare communication occurs through the standard Web HTTP and HTTPS ports. This means your firewall does not have to be reconfigured to leverage eCare for online support. You can maintain the safety of your corporate network, while providing sophisticated, friendly support-faster than ever.
Password and Data Stream Encryption
Netopia's eCare requires each Support Agent to login to the eCare system with a user name and password. This protects your network against unauthorized access to support requests, and helps you track the activity of individual Support Agents. All data passed between the remote desktop and the Support Agent can be encrypted for secure data transfer using SSL, ensuring the secure transmission of passwords and other critical information. Session data can be viewed only with Netopia's eCare software.
Privacy
Using Netopia's eCare, Support Agents have direct access to remote computers to pinpoint and resolve technical issues more efficiently than ever before. At the same time, eCare allows ultimate control to reside in the hands of the customer, giving them first-priority control over the mouse and keyboard, enabling them to override mouse or keyboard actions taken by the support agent, with the ability to shut down the remote control session altogether. |
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| features |
URL Push. Sends a Web page in real time to various online services, documentation, display marketing and product information, or helps locate downloadable software and drivers. URLs can be stored for quicker, standard, and error-free responses.
View Remote User. Grants the Support Agent a birds-eye view of the remote computer’s desktop. The Support Agent has view-only access to the remote desktop, without remote control ability. The Support Agent can visually detect problems, while assuring your customers and employees maximum privacy and security.
Control Remote User. Remote control on distant computers allows real time assistance by technical staff.
Share My controls/My view. Technical operator can invite the user to watch his own screen or control his own computer.
Send/Request File. Send files from the support agent's desktop to the remote desktop, where they can be downloaded with a single click. Whether a software executable, a software driver, or a user guide - the support request is fulfilled in real time and with ease.
Examine System. The Examine System service gathers information about the remote computer that may assist technical staff in solving the customer’s problem.
Select Color Depth. Allows the technician to select the number of colors having to be managed by eCare.
Email transcript. Allows to send to yourself by mall, the contents of the exchanges of the current session.
Dynamic Text Chat. Allows instantaneous, live communication between the remote end-user and the Support Agent. Chat responses can be stored for quicker, standard, and error-free responses.
Bi-Directional File Sharing. Send files from the support agent's desktop to the remote desktop, where they can be downloaded with a single click. Whether a software executable, a software driver, or a user guide - the support request is fulfilled in real time and with ease.
Logging & Reports. Sophisticated usage tracking, data mining and data logs on demand.
- Provide complete and accurate information.
- Reporting on end-to-end support process and call statistics.
- Both ASCII log files or HTML formats
Technology
Netopia's eCare is built on solid, proven, industry-standard technologies such as Java Servlet, JSP, and SSL--making eCare pluggable, portable and secure. eCare has the flexibility to work with powerful Web tools, and is capable of tying into legacy systems with minimal effort.
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| configuration |
- MacOS 10.2.6 or higher and Safari (MacOS available with eCare v3).
- Windows 98, Me, NT4, 2000, XP and 2003.
- Internet connection (high speed).
- For Windows, Microsoft Internet Explorer 5.0 or higher: Java, JavaScript, and Active X must be enabled and IE's Internet security setting should be no higher than "Medium".
- For Macintosh, plug-ins and JavaScript enabled Cookies must be allowed. Administrator privileges on the local computer. Pop-up blockers must be disabled |
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| licenses |
Licenses are "per seat", i.e. per concurrent allowed sessions.
Unlimited end users / remote sites. Unlimited technicians.
The "pool" license reduces the cost by sharing the subscription with other clients.
Monthly payment by credit card. Minimum commitment: 6 months or one year.
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| pricing |
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