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Desktop Streaming
Introduction
The Internet is rapidly changing the way both
consumers and corporations approach technical support. For support providers who
service customers and/or employees, the Internet promises powerful new tools for
helping end users and a welcome alternative to phone-based tech support.
Consumers count on immediate results from the Internet, and they expect that
"e-support" will solve their technical problems faster and more thoroughly than
traditional call-center or help-desk assistance.
Are support providers meeting online expectations?
Statistics published by ICSA/e-Satisfy.com suggest that e-support is falling
short. Although consumers expect a response to their tech-support email
inquiries within 24 hours, only 42 percent of support providers meet that
expectation. In fact, e-support often proves ineffective and inefficient: More
than half of the problems reported via email are escalated to phone support for
resolution.
DesktopStreaming™ realizes the promise of the
Internet in unprecedented ways, and raises the bar of e-support to a new level
of effectiveness. DesktopStreaming allows technical-support representatives to
remotely identify and solve users' problems in real time. Using Expertcity's
proprietary screen-sharing software, support reps no longer must waste time
guessing at a user's computer problem; instead, they can remotely access the
user's computer and take a look for themselves. In addition to its time- and
cost-saving advantages, DesktopStreaming technology is also extremely flexible,
scalable, secure, reliable and easy to use.
ScreenSharing
ScreenSharing allows support reps to remotely share control of a user's screen,
mouse and keyboard. Support reps can efficiently address technical questions by
sharing the user's computer - all while the user looks on and participates.
Support providers can resolve issues quickly and shorten call times
significantly.
Advantages of DesktopStreaming Technology
Web-Based ASP Solution
DesktopStreaming is an entirely Web-based solution. Users don't have to install
software on their computers prior to getting DesktopStreaming help, and live
remote assistance is always just a few clicks away.
Quick Implementation
Getting up and running with DesktopStreaming is easy. DesktopStreaming's Web and
application servers are hosted and maintained by Expertcity, so support
providers don't have to install any hardware or software to use
DesktopStreaming. The DesktopStreaming interface is so intuitive that minimal
training is required before support representatives are comfortable using the
tools.
Flexibility
DesktopStreaming's suite of tools gives support reps the flexibility they
require when they are conducting remote-assistance sessions: They can use
real-time chat, file transfer and screen-sharing tools as needed during a
session.
Cross-Platform/Application Independent
DesktopStreaming's versatile technology operates on any platform and with any
application. For example, a support rep on Windows can support users on Windows,
Linux, Solaris and Mac.
Online Management and Report Retrieval
Administrators have up-to-the-minute access to DesktopStreaming's advanced
management and reporting tools. They can review entire chat and session logs, or
access daily reports to track industry-standard support metrics – all through a
secure online administration center hosted on Expertcity servers.
User Interaction
Unlike other remote-assistance/diagnostic technologies, DesktopStreaming
encourages user participation every step of the way. Rather than employing an
invisible diagnostic tool that explores the user's computer, DesktopStreaming
technology allows the user and the support rep to work together in real time. In
fact, the user learns firsthand how to fix the computer problem while watching
or taking instructions from the support rep.
Tools Overview
DesktopStreaming's portable software products have
been developed in industry standard C/C++ and Java class libraries from
Microsoft and Sun Microsystems. The cross-platform applications work seamlessly
together to enable a remote-assistance session.
Initiating a Remote-Assistance Connection
SmartBox™
The user initiates a remote-assistance session by submitting a question in the
DesktopStreaming SmartBox™ located on the support provider's Web site. The
question is routed via the Expertcity Web servers to all online support reps.
HelpAlert™
The support rep's HelpAlert software receives the user's question from the Web
server and displays it in a pop-up window on the support rep's computer screen.
The rep responds to the user's question, and the Web server establishes a
connection between the user and support rep on the communication server.
Conducting a Remote-Assistance Session
ChatLink™
A chat session begins immediately, enabling both parties to submit real-time
messages to each other using Expertcity's Java ChatLink technology. The user and
support rep can address the technical problem in this familiar Web chat format.
If the solution requires full remote assistance, the support rep can launch
ScreenSharing. The user is then prompted to download chatlink.exe, a small
self-installing plug-in that allows the support rep to share the user's screen,
mouse and keyboard.
Viewer
HelpAlert (on the support rep's computer) opens the Viewer to display the user's
desktop. An image of the user's desktop is continually forwarded to the Viewer
via Expertcity's servers. ScreenSharing data is highly compressed using
Expertcity's proprietary compression technology. (See Security for more about
this process.)
The support rep can manipulate any screen elements
or applications on the user's computer with mouse and keyboard control – just as
if the support rep were seated in front of the user's computer.
File Transfer
In addition to collaborating together using ChatLink and ScreenSharing, the user
and support rep can send files to each other using the File Transfer option.
DesktopStreaming File Transfer does not use the traditional File Transfer
Protocol (FTP), but instead relies on the same secure, firewall-friendly
technology that powers ScreenSharing. Flow control ensures that File Transfer
and ScreenSharing can take place simultaneously.
Architecture
Expertcity's architecture has been designed for
maximum performance, reliability and scalability. The DesktopStreaming service
is driven by industry-standard, high-capacity servers and network equipment.
Redundant switches and routers are built into the architecture to ensure that
there is never one single point of failure. Clustered servers and backup systems
help guarantee a seamless flow of application processes – even in the event of
heavy load or system failure.
DesktopStreaming clients can be confident that
Expertcity has developed a robust architecture that protects data and scales
easily to compensate for the demands placed upon it.
Web Servers
DesktopStreaming's service is maintained by a
cluster of high-capacity UNIX Web servers. Web-balancing switches monitor the
network flow and transparently distribute server requests among all the servers,
thereby preventing overload to any individual server and ensuring an
uninterrupted flow of application processes.
The Web servers run a Java servlet engine and
dynamically generate all Web pages in conjunction with the application server
and database. The Web servers' primary role is to initiate a connection between
the user and the support rep. Once a connection is established, the entire
interaction between both parties takes place over the communication servers.
Communication Servers
An industry-standard UNIX server mediates each
remote-assistance session. The communication server facilitates three important
processes during a remote-assistance session:
ScreenSharing: The communication server enables
ScreenSharing by forwarding screen outputs and mouse and key inputs between the
user's computer and the support rep's Viewer. The screen-sharing data is highly
compressed using Expertcity's proprietary compression technology and encrypted
using AES (Advanced Encryption Standard) 128-bit encryption.
Session Recording: The communication server records
the chat dialogue for future reference by the support rep. The user can save the
chat dialogue at any point during a chat session or at the session's end.
Clients who purchase the optional SessionView Module can later review the
screen-sharing session in real-time or fast-forward modes and use
DesktopStreaming's reporting tools to track quality and performance benchmarks.
Firewall Access: The communication server
facilitates a firewall-friendly connection. In most cases, a connection is
established without changing firewall settings at either end.
Network Reliability
The Expertcity network is constantly monitored via
the Simple Network Management Protocol (SNMP) and through the use of custom
monitoring and alerting tools. Critical metrics are recorded 24/7 to ensure that
heavy network activity does not cripple any single component.
Performance data is regularly collected on all key
production systems, including the database, Web servers, communication servers
and networking equipment. The data is used as a real-time measurement of
performance and as a tool for future capacity planning.
Firewall Configuration
DesktopStreaming works with leading firewall
protocols. In most cases remote-assistance connections are possible without any
firewall reconfiguration. DesktopStreaming requires access to outbound ports at
both ends of a connection. Occasionally, some firewalls may require port and IP
adjustments to allow DesktopStreaming access. Reconfiguring a firewall for
DesktopStreaming does not compromise the integrity of the client's firewall;
only outgoing communications are impacted, and the technology operates within a
narrowly limited IP range. For additional information related to firewall
issues, please contact an Expertcity sales representative.
Security
Security is a vital concern for all Web-based
systems. Expertcity recognizes this concern, and uses the latest security
technology to ensure that the data exchanged between users and support reps is
completely secure. Moreover, Expertcity has developed its own proprietary
compression technology that transmits data in packages that can only be
"unwrapped" by Expertcity software. Identities are scrupulously verified and
protected with industry-standard password-verification technology, and help
sessions are kept secure and private with the use of AES 128-bit encryption and
randomly generated session keys. DesktopStreaming clients and their users can
count on the protection of their information and identities. For additional
information related to security issues, please contact an Expertcity sales
representative.
User Privacy Concerns
With DesktopStreaming, the support rep has
unprecedented access to the user's computer to pinpoint and resolve technical
issues more efficiently than ever before. Yet DesktopStreaming leaves the
ultimate control in the hands of the user. The user actively participates in the
screen-sharing process and observes every step that is taken to resolve the
technical issue. At anytime the user can retake control of the mouse and
keyboard or end ScreenSharing altogether.
Conclusion
DesktopStreaming technology takes the mystery out of
technical support. While phone-support reps cross their fingers and blindly
direct users where to click, DesktopStreaming-enabled reps don't have to play
guessing games – they can use Web-based remote-assistance tools to efficiently
identify and resolve issues, improving first-time resolution and reducing
handling time in the process.
Behind the scenes, Expertcity's architecture
transparently supports person-to-person collaboration by providing a scalable
and reliable environment. Security promotes both ease-of-use and flexibility
without compromising data integrity, confidentiality and user control.
As an unparalleled e-support paradigm for the
Internet age, DesktopStreaming offers support providers an easy, low-cost method
for integrating Web-based technical support that will improve their bottom line.
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