Product Overview

Desktop-to-Desktop Support. eCare is a web-enabled, on-demand remote support application that lets technical support staff reach out over the Web to resolve customers' problems through a browser-based connection to an end user’s desktop. Ideal for multi-tiered call centers and IT help desks, eCare's user-friendly interface and standards-based architecture are designed to complement existing support practices and customer relationship management (CRM) systems.

Secure and Private. Powerful permission-based interactive features, combinedwith robust security and real-time reporting, deliver a proven customer care solution that improves support staff productivity, and provides a positive, successful experience for end users with a variety of system configurations — perfect for communications operators, solutions providers, or franchisees.

Operating-System Independent. The first web-enabled support solution to provide application support for both Macintosh and Windows systems, adding versatile platform support, out of the box.

Connection and screen-sharing speeds, among the fastest in the industry, accelerate problem identification and resolution. Reconnection features ensure support call continuity and eliminate potential security exposure on client systems.

eCare's Web-based architecture, adherence to open standards, and best-of-breed technology integrates easily with existing CRM systems and provides assurance that the system will evolve to meet future needs.

Available as licensed software or as a hosted solution, eCare is the ideal choice to reduce support costs and call duration, improve end user satisfaction, increase support staff productivity, and boost return on investment – now and into the future.

Benefits of eCare

• Eliminate customer and agent frustration by showing rather than telling.
• Increase support staff efficiency and reduce call duration by up to 75% for dramatically reduced support costs.
• Get end users back up and running fast, improving satisfaction, productivity, and customer retention.
• Interchangeably support both Windows and Mac desktops.
• Limit call center and corporate liabilities and improve support staff competence through full session transcripts, optional session recording, and built-in agent and customer surveys.

New in eCare 5.0

Taking support agent efficiency to the next level, eCare 5 now allows support agents to effectively resolve customer incidents through a single console that implements an all-new and more advanced multiple trouble ticket interface alongside existing interactive functions. This innnovation eases the sevicing of multiple open tickets, limiting the duration of the support session and improving the agent and customer experience.