WebEx Support Center - Remote Support for BMC Remedy Help Desk

Written by zhangyuan January 23, 2008 16:55

Solution Value

WebEx Support Center is a hosted, remote support solution that reduces support cost while maintaining quality of support. Whether you're supporting customers around the world or a global workforce, WebEx Support Center enables your support staff to view, diagnose and solve problems for anyone around the world, across any firewalls, on any operating system, on any browser. When deployed with Remedy AR, you can better align IT incident management process to keep critical systems available and improve customer satisfaction.

With the Support Center-Remedy integration, you achieve:

Faster Resolution: Start WebEx Support Session from the Remedy Help Desk screen and automatically login to the Support Center session so you can immediately diagnose and resolve issues.

Seamless customers support: View Support Center session information associated with a ticket from an integrated WebEx tab, allowing the support representative to deliver seamless customer support.

Improved service desk operations: Measure and analyze the impact of remote support on Time-To-Resolve and Customer Satisfaction; and implement a repeatable process based on best practices.


 


Company Background

WebEx creates solutions for organizations worldwide to meet their most ambitious goals for marketing, sales, training, and support including:

  • WebEx Meeting CenterTM to keep teams coordinated and projects on track
  • WebEx Sales Center to accelerate sales cycles and close more deals
  • WebEx Event CenterTM to maximize the impact of large online events
  • WebEx Training Center to deliver engaging interactive training
  • WebEx Support Center to support remote users as easily as if they were on site>
Founded in 1996 WebEx has grown into the worldwide leader in online meeting applications, with 22,000 customers around the world. On an average day more than 30,000 meetings take place over the WebEx MediaTone Network. On a busy day that numbercan exceed 150,000. Our 1,800 employees ensure that our technologicaladvances continue without sacrificing the reliability and security that enables on-demand collaboration. Our customers understand why we are the proven technology leader, with first-class global support.