Sunrise is linking a remote access facility to its helpdesk software.
Sunrise Professional Enterprise Edition will incorporate Netopia's Timbuktu software and will enable helpdesk operators to guide users through problem resolutions, live on-screen.
The helpdesk will be able to remotely access and diagnose problems through the LAN, Internet or corporate intranet. Support agents will be able to see where the user is experiencing difficulty and provide a step-by-step demonstration of how to solve the problem.
Sunrise expects the new tool to increase call resolution speed as well as improve the level of first-time-fixes, so reducing overall support costs.
The remote access product will also encourage users who prefer to be interactively shown how to resolve a query. This will cut down the level of peer support, improving the general level of support and reducing the hidden costs of supporting end users.
Using Timbuktu, helpdesk operators can provide just-in-time training and online tutorials. Businesses will therefore be able to reduce the number of repeat calls made for similar problems.
Sunrise has become a fully authorised reseller and integration partner for Timbuktu. Support agent licences for the product will be bundled free of charge with Sunrise Professional Enterprise from 31 May.
Prices start at #2,345 for a single-user licence. Additional end-user licences prices for Timbuktu start at #32.
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