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“Internet of Things” Drives Expanded Device Coverage and Workflow Options

Date: May 15, 2015

Author: John Ragsdale

Description:
Remote support technology, including remote control, desktop sharing, and web collaboration, is one of the most popular platforms used across TSIA service disciplines. Today’s remote support solutions offer much more than just remote control for PCs, their functional footprint is expanding to include support for more devices and richer analytics for trend analysis and supervisor dashboards. Remote support solutions are typically well regarded by users, consistently delivering one of the highest average satisfaction scores in TSIA’s annual Global Technology Survey. Service executives should acquaint themselves with the new features and capabilities being introduced by leading remote support platforms and find ways to leverage the capabilities beyond technical support. Field services, education services, professional services, and managed services are all increasing adoption of these tools to boost productivity and avoid on-site visits. 

Applicable Disciplines:
Education Services;Field Services;Professional Services;Managed Services;Support Services;Customer Success

Keywords:
Remote support; support technology; Key Criteria; web collaboration; desktop sharing

Functional Areas:
Operations;Service Delivery;Strategy

Markets:
Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT