Intercall Support Center
Support Center Advantage
The Technical Support Representatives of your business play a vital role in the success of your organization because they manage the customers that are having problems with their product or service. Technical Support Representatives should have the best tools with them to serve their clients, but sometimes such efforts are usually hindered by monetary constraints. With that in mind, InterCall established there InterCall SupportCenter.
InterCall SupportCenter, powered by WebEx™, is a business solution that provides all the tools necessary for your Technical Support Representatives to efficiently and effectively render first-class customer support service, even when working remotely. SupportCenter allows your Technical Support Representatives to view, diagnose and solve customer problems online. It enables them to transfer customer files to conduct off-line analysis. If the client prefers a more convenient way of fixing the problem, the Technical Support Representative can also run the desktop of the client to download patches or updates to the computer. Customers can get fast, intelligent online technical support without having to spend time calling customer service to diagnose simple technical issues.
SupportCenter Capabilities
With stiff competition in the business environment, furnishing clients with high-quality customer support is not only a prerequisite but is a powerful tool to use against competitors. Empower your Technical Support Representatives with tools to assist your clients in the fastest way possible with minimal cost using InterCall SupportCenter.
- Diagnose and solve technical difficulties faster by remotely accessing the desktop of customers
- Instantly download and analyze files or upload patches directly to the computer of clients
- Resolve technical difficulties at first call increasing customer satisfaction and decreasing call times
- Decrease expenses on costly on-site service visits and reduce overall costs of support.
- Meet or exceed service level agreement (SLA) objectives.
- Refine and improve your business processes according to evaluations of call sessions.
SupportCenter Features
Streamlined join process
- Access SupportCenter through one page which contains both Meeting Info and Join pages. Joining is also convenient with frequently used information such as name and email automatically pre-filled in the Join pages.
- Join instantly through and email link without needing a meeting password
Network-Based Recording
- Maintain a record of your meetings and build valuable libraries of your most important recordings. This feature can be customized to include all meeting contents, including chat, presentations, audio and video data.
- Gaining access from the Network-Based Recording can be done by optimizing the program to allow on-demand streaming and downloading of archived sessions. Recordings can also be reassigned to another user if necessary.
Single client installer
- Installing all productivity tools is now easy and simple with a single installer package (i.e. Outlook integration, Lotus Notes integration, One-Click Meeting, etc.)
Two-way Desktop and Application Control or View
- Viewing or controlling of desktop is two-way; Technical Support Representatives can view or control the computer of the customer or the customer can view or control the Technical Support Representatives’ desktop. Customers also have the option to select the specific applications or programs that they want to share to maintain privacy.
- Transferring of files is a convenient drag and drop process to and from the system of the customer to apply patches and updates during the session or to retrieve customer data files for in-depth analysis.
Log onto Customer’s Desktop as an Administrator
- Acquire administrator capabilities to sign on to the system of the customer to access and install new applications and perform other activities that require administrative privileges.
Rotate Documents in Landscape and Portrait
- Rotate documents in landscape or portrait through the Presentation Viewer. To further improve user experience, an additional option for document sharing and viewing is available.
Session Recording and Editing
- Automatically or manually record sessions for archival or training purposes.
Remote Printing
- Print documents for offline analysis from the printer of the client to a local printer.
Integrated Video
- Personalize or enhance customer support with a live video stream.
Scale to Fit
- Conveniently view the desktop of the customer with flexibility of scale to fit to minimize scrolling and speed up the support process.
Floating Technical Support Representatives Control Panel
- Access all session controls without obstructing the view or switching screens during desktop or application sharing.
Call Escalation
- Instantly call in subject-matter experts into a session when needed.
Chat
- Chat with customers and other Technical Support Representatives during a session to communicate easily and comfortably.
- Access and configure HTML chat and chat phrase library in the site
Administrator
- Access saved complete chat logs through reports generated.
Transfer and Conference
- Hasten resolution of cases with capability to transfer calls or conferences to other Technical Support Representatives or subject-matter experts who will be able to give insightful feedbacks.
System Information
- Easily access and collect system information with one click. System information can be printed and saved for future reference. But access and collection of information is permission-based and requires consent of customers for their safety and privacy.
Annotation
- Annotation can be done on screen by both the Technical Support Representatives and the client to better discuss the case and solve issues.
Automatic log- in during persistent rebooting
- Instantly connects a customer to the same session after rebooting.
Firewall Friendly
- Operate conveniently through most firewalls without opening additional ports. SupportCenter operates through standard http and https ports.
Post Session Survey
- Evaluate provided customer support through the survey being conducted at the end of every session and use data to improve Technical Support Representatives performance.
Management Reporting
- Take into account help desk and call center statistics, including number of sessions, session time and session feedback to track and improve performance.
Increased Operating System and Application Platform Support
- Seamlessly collaborate with users across multi-platforms even including the latest versions. SupportCenter caters to Internet Explorer 7, Firefox 2.0, and Intel Mac.
Efficient User Interface
- Efficiently utilize space on the screen with the new and improved CSR console. The old console is still also available and can be configured by the Site Administrator, if preferred.
Chat enhancements
- Utilize HTML chat and chat phrase library, accessible and configurable by the Site Administrator
- Obtain complete chat logs saved and accessible through the reports.
- Transferring of files is a convenient drag and drop process to and from the system of the customer to apply patches and updates during the session or to retrieve customer data files for in-depth analysis.
Log onto Customer’s Desktop as an Administrator
- Acquire administrator capabilities to sign on to the system of the customer to access and install new applications and perform other activities that require administrative privileges.
Rotate Documents in Landscape and Portrait
- Rotate documents in landscape or portrait through the Presentation Viewer. To further improve user experience, an additional option for document sharing and viewing is available.
Session Recording and Editing
- Automatically or manually record sessions for archival or training purposes.
Remote Printing
- Print documents for offline analysis from the printer of the client to a local printer.
Integrated Video
- Personalize or enhance customer support with a live video stream.
Scale to Fit
- Conveniently view the desktop of the customer with flexibility of scale to fit to minimize scrolling and speed up the support process.
Floating Technical Support Representatives Control Panel
- Access all session controls without obstructing the view or switching screens during desktop or application sharing.
Call Escalation
- Instantly call in subject-matter experts into a session when needed.
Chat
- Chat with customers and other Technical Support Representatives during a session to communicate easily and comfortably.
- Access and configure HTML chat and chat phrase library in the site
Administrator
- Access saved complete chat logs through reports generated.
Transfer and Conference
- Hasten resolution of cases with capability to transfer calls or conferences to other Technical Support Representatives or subject-matter experts who will be able to give insightful feedbacks.
System Information
- Easily access and collect system information with one click. System information can be printed and saved for future reference. But access and collection of information is permission-based and requires consent of customers for their safety and privacy.
Annotation
- Annotation can be done on screen by both the Technical Support Representatives and the client to better discuss the case and solve issues.
Automatic log- in during persistent rebooting
- Instantly connects a customer to the same session after rebooting.
Firewall Friendly
- Operate conveniently through most firewalls without opening additional ports. SupportCenter operates through standard http and https ports.
Post Session Survey
- Evaluate provided customer support through the survey being conducted at the end of every session and use data to improve Technical Support Representatives performance.
Management Reporting
- Take into account help desk and call center statistics, including number of sessions, session time and session feedback to track and improve performance.
Increased Operating System and Application Platform Support
- Seamlessly collaborate with users across multi-platforms even including the latest versions. SupportCenter caters to Internet Explorer 7, Firefox 2.0, and Intel Mac.
Efficient User Interface
- Efficiently utilize space on the screen with the new and improved CSR console. The old console is still also available and can be configured by the Site Administrator, if preferred.
Chat enhancements
- Utilize HTML chat and chat phrase library, accessible and configurable by the Site Administrator
- Obtain complete chat logs saved and accessible through the reports.
