May 22, 2006
Remote control tech support in a box
NetworkStreaming is releasing SupportDesk 9, a clientless remote control appliance
Recommend ThisNetworkStreaming the only company that offers an appliance-based remote control support software, will release SupportDesk 9 this week.
One of five solution providers that allow clientless remote control, NetworkStreaming is the only company that offers an appliance that sits behind the enterprise firewall. Companies such as WebEx and Citrix offer hosted remote control while others offer on premise software.
Remote control software is not new, said Joel Bomgaars, CEO and co-founder of the company. The ability to do it through any firewall to any computer without a software client is, however.
"Users just go to the Web site and grant tech support permission to take control," Bomgaars said.
Matthew Healey, a senior research analyst for software and hardware support services at IDC said that IT is of two minds about using an appliance. For some, where real estate in the datacenter is a concern, having another box to support is an issue. For others, however, getting something on to a dedicated server is an even bigger issue.
"Does IT prefer an appliance solution? It depends on what is more important, real estate or server cycles," Healey said.
Previous versions of the NetworkSteaming solution were built on the basis of a one to one relationship between user and technical support representative. Version 9 will allow representatives to use IM chats and share remote windows so if one support specialist needs help he can collaborate with another who may be more familiar with the problem.
The new version also will allow users to select the area in which they need help in order to better contact the right support specialist.
Also new is a dialog box to rate representatives.
IDC's Healey also said using an appliance can enhance security. "A company can have complete control over the appliance and make sure nothing else in on the server that can cause security risks.”
SupportDesk 9 is shipping now. One appliance and one concurrent software license is priced at $3,690. Additional licenses can be purchased at $1,695 each.
Ephraim Schwartz is an editor at large at InfoWorld. He also writes the Reality Check blog.
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