Remote Access | Remote Control

These are technologies that allow a tech support agent to connect to a distant customer’s devices for the purposes of diagnosis, repair or consumer education. Remote access allows the agent to share the customer’s screen or app or to co-browse; remote control further allows the agent to actually manipulate the device, to change settings, update software, run diagnostic programs, download new software, etc. Advanced capabilities include the ability to turn the customer’s smartphone or tablet into a remote video camera that allows him to show the agent what he’s looking at: wiring, switch settings, speaker placement, etc. Responsible support organizations require that the customer give explicit permission prior to granting remote access and also make it possible for the customer to terminate remote access at any time.

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