Two Waves of Support: Balancing Security & Mobility

Nathan McNeill, VP of Product Management:
Another is the session keys. So, the user would enter a session key which was defined by the support rep and then it would connect to that session. And then, another is where the user can fill out a form basically requesting help and that request is sent to the reps queue where he then takes it off the queue. Once the support rep accepts the session, he would then request remote control of the PC to troubleshoot the issue. And again, this is all user initiated so the user has to request control. The rep cannot take control. So, it really keeps the user in control of the session and in control of their own PC.

And then, when the rep controls the users PC, again it's really amazing the difference between being able to see the problem and interact directly with the problem versus, you know, click here, click there, you didn't click the right 'x', you know, click something else, what are you seeing and that sort of thing.

At the completion of the session, the client is completely removed from the remote PC and so you have - it's exactly the same as it was before the session was initiated. So it's really lightweight. It doesn't require the support organization to maintain a client on each and every PC they want to support. And, the user would then enter feedback about the session, kind of giving you some input about the quality of the rep or the quality of the applications, ect., or whether the problem is fixed.