IDC Spotlight on Remote Support with Dell & Dover Financial
IDC recently spent time with two customers of clientless remote software, Dell and Dover Federal Credit Union, who spoke about the importance of security, feature sets and...
TSIA – Revolutionizing Support Interactions with Video
Even the most highly trained support technicians can be limited by the tools at their disposal. They typically cannot see what the customer sees and are limited to how customers...
IDC Technology Spotlight – Empower Your Techs with Video-Aided Remote Support Tools
Technology continues to make it simpler for IT and customer support teams to handle increasingly complex support tasks via remote support software tools. The latest development...
Video Collaboration in the Field: See the Path to Resolution
Did you know that best in class field service organizations are 69% more likely than their peers to have implemented live collaborative video tools to loop in remote experts?
To...
2015 Remote Support Trends
Today’s remote support solutions, including remote control, desktop sharing, and web collaboration, offer much more than just remote control for PCs. Their functional footprint...
Snapshot Report: What Matters Most in a Remote Support Tool?
When it comes to whether someone will recommend a product to others, certain attributes matter more than others. A recent online survey of those using remote support tools...
Supporting the Internet of Things
By 2020, somewhere between 25 and 50 billion devices will be connected to the Internet; some estimates predict that this hyperconnectivity will generate $2.3 trillion in...
Nucleus Research ROI of Remote Support Case Study – Valiant Technology
Valiant Technology deployed LogMeIn Rescue to enable its help desk engineers to deliver a consistently high level of quality technical support to clients. Nucleus found that...
Evolving Technology for Remote Support Software in Cloud and Mobile Environment
What IDC calls the 3rd Platform — cloud, mobile, social, and big data/analytics — will continue to drive growth and innovation across all industries that depend on IT...
The Alignment of Customer and Support Expectations
Support organizations are implementing new technologies and processes to better connect customers with technical support teams. However, most organizations admit they’re...
