Screen Sharing

This is a form of remote access that makes it possible for an agent to see on his computer display exactly what the customer is seeing on his computer or device. This saves an enormous amount of time over trying to talk the customer through a series of steps and having the customer report back, often incomprehensibly, on what’s occurring on the screen. Screen sharing is distinguished from app sharing in that the latter only lets the agent see that portion of the display related to a single application, whereas screen sharing includes all visible windows and dialogues. Screen sharing of computers is a common capability in support systems, but screen sharing from mobile devices is far more difficult to implement, and is also dependent on what the particular device and operating system allow.

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