eCare raises the bar for web-based online support to quickly resolve call center incidents, while reducing support costs, improving support agent efficiency, and increasing end user satisfaction – without compromising security.

Interactive Remote Support

eCare's comprehensive features are designed to help quickly identify and resolve problems. All activity is permission-based, allowing users to grant permission before support agents take action on their desktops. High-performance connection and screen sharing speeds help streamline the problem solving process.

• Effective real-time communications, including chat, show the agent’s screen, and view the user’s screen, help accelerate problem identification.
• Enhanced permission-based diagnostics provide detailed system information to help pinpoint the exact location of a problem.
• Agents can request a file, send a file, send a URL, or take control of the user’s computer for rapid problem resolution.
• Multiple support request queues enable real-time trouble ticketing and tracking through a Web page, an e-mail invitation, or integration with an existing CRM system.
• A single agent console with advanced multiple trouble ticket interface further speeds ticket handling and management of live sessions.
• Cross-platform support for Windows and Macintosh computers enables centralized support of mixed environments.

Easy and Secure

• Web-based application doesn’t require software to be installed on the user’s computer. A small signed ActiveX control is all that is needed to enable remote control.
• All data passed between the agent and user can be encrypted using 128-bit SSL, ensuring the secure transmission of passwords and other critical information. Session data can be viewed only with Netopia's eCare software.
• Multi-layer password authentication is required for agent log on, protecting corporate networks against unauthorized activity and helping track activity by agent.
• All eCare communication occurs through the standard Web HTTP and HTTPS ports, eliminating the need to reconfigure corporate firewalls.
• eCare allows a remote computer to reconnect to a disconnected ticket for flawless completion of sessions requiring a system restart.

Tracking, Reporting, and Surveys

• Each support request initiated is given a ticket for tracking to resolution and closure.
• eCare logs all activity with optional session recording for training, future playback, and audit purposes.
• Tickets can be escalated to another agent, while retaining the full transcript from the initial ticket. This relieves the user from having to describe the problem multiple times.
• Export eCare data to an existing CRM system or integrate for real-time data export to provide a comprehensive view of the entire support environment.
• A customizable real-time reporting center provides administrative access to customer analytics and detailed session logs for identifying support bottlenecks and optimizing service trends.
• Support agent and end user surveys are built into eCare, providing important feedback about support processes.

Flexible Deployment Options

• eCare is offered as a managed, hosted service. Netopia hosts eCare servers in Tier 1 data centers, while enabling its customers to manage and administer the application. Self-branding options help promote a consistent look and feel.
• For larger deployments, eCare is available as a software license.
• Netopia's Professional Services Organization is available to assist with all levels of integration and customization.