eCare offers simplicity and flexibility to enable support organizations to leverage its benefits without a complete overhaul of existing systems and processes.

Step 1

Sessions are initiated one of two ways:

• The customer completes an inbound service request on the Web and is connected to an agent, or
• An agent sends an e-mail invitation to the customer.

Step 2

The agent opens the customer's ticket from a Web-based queue, placing both customer and agent into an interactive chat session. This initiates session recording, which transcript can be e-mailed to the customer, agent, or both.

Step 3

The agent selects from eCare's comprehensive portfolio of tools to assess and resolve the customer's issue. The customer must grant permission for each agent action, and may terminate the session at any time. Some of these tools are:

• Real time remote diagnostics for both Windows and Macintosh computers
• File transfer - agent to customer, or customer to agent
• URL push to the customer
• Customer observation and control of the agent's screen
• Agent observation and control of the customer's screen
• Agent push of the remote control thin client
• Agent can restart the customer's computer, with automatic reconnect to session, and without leaving any residual software or vulnerabilities on the customer's computer.

Step 4

At the conclusion of a session, the customer can be presented with a survey, and may choose to receive an e-mail of the session transcript.