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Support Center

Measurably improve productivity and customer satisfaction as you reduce costs with Cisco WebEx® Support Center Remote Support. Enable support or IT teams to view and control any customer’s desktop in real time—regardless of location, platform, or firewalls.

Request Information Brochure

Pre-Session
Inbound Online Request: Click-to-Connect

Make it easy for customers to initiate a session with a button on your website, product, or email signature. Automatically route to a TSR’s queue or a customized request form.


Outbound Request

Start a session from email or the Cisco WebEx One-Click desktop client.


Callback and Wait Times

Give customers the option to request a callback, and show them the estimated wait time. The TSR and customer can join an audio conference after receiving an immediate callback from WebEx.


In Session
Desktop, Application, and Co-Browsing Access

View or control a customer’s desktop or apps, or let them view or control yours. Co-browse a browser window when a session starts.


Custom Scripts

Save a library of frequently used scripts. Push and run scripts with a click for easy patches and updates.


File Transfer

Drag and drop files to and from a customer’s system to patch or update. Log on to a Customer’s Desktop as Admin Sign on to a customer’s machine as an administrator.


Remote Printing

Print from a customer’s computer to a local printer. Integrated VoIP, Video, and Teleconference Stream live video to personalize or enhance support. Speak with customers via teleconference or integrated VoIP.


Chat

Chat with several TSRs and customers at once..


Multi-Session Client

Easily support multiple customers at once from a tabbed client interface.


System Information

Collect system information with one click. Print and save for future reference.


Reboot and Reconnect

Maintain the same session even after reboot and in safe mode. Agent Inbox Get a notification when a customer is in your queue. Control personal settings and availability status.


Real-Time Status of Other Agents

TSRs can see all other agents’ queues and availability for easy escalations.


Post-Session Survey and Notes

Take customer surveys and save TSR session notes.


Manager Tools
WebACD Queue Manager

Set up queues with rules-based routing, by availability or skill set. Distribute a large number of requests by allocating to sub-queues by percentage.


WebACD Manager Dashboard

Monitor all sessions and agent activity at both the queue and TSR levels.



   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   

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