Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

John Ragsdale, VP of Research, SSPA:
And finally, look at the ancillary features. You may be buying it for remote support, remote control, the remote diagnostics, but there are some other features that not everyone has and you need to find the mix of features that makes the most sense for you. A couple of those I'll highlight is web collaboration, web chat, goes along with the remote support and, if you have a good tool for chatting with customers, it means not only do you free the customer up from the phone, it means that agents can handle one or more interactions simultaneously if that makes sense in your operation.

And, the other thing which personally I wish we had with our IT department, was the automatic reboot and reconnect. It seems that some point in every one of these remote control sessions you may have to reboot the computer and, if you're using some systems, that means that after the customer reboots they have to log back in, request another remote session, and start that process all over again instead of just automatically rebooting and reconnecting which is a great feature.

So, keep those in mind and I would really recommend that you listen closely to what our guest speakers have to say today. Try to understand what is specific to these solutions that you might not find in others and these are the things that you should include when you're preparing an RFI.

So, with that, I'm going to turn it over to our next speaker, Mr. Malcolm Hooper, Operations Manager from Practice Partner. Malcolm, if you're ready, take it away.