This is the first Help Desk solution in Italy provided through outsourcing available on the Internet.

The Corporate eSupport version of Livecare provides remote maintenance on Web and Win32 applications by means of real-time Application Sharing, also handling Internet or Intranet demands.Companies providing Livecare support can supply the service on either a synchronous (activating the communication through a company Internet or Intranet Web link) or non-synchronous (requesting communication and arranging a meeting at a set time) basis.

The operator can set up the connection by sending a signed applet asking for permission to use the personal computer resources; having completed downloading (that only takes a few seconds), they can take over control of the user’s PC and carry out software maintenance operations as if it were their own personal computer.

Icona has developed and incorporated special help desk facilities designed to reduce band use, deal with special net features (NAT, Firewall/proxy
server) and only install Internet services when necessary through an easy, guided procedure (one-click web install).

Another of Livecare Corporate eSupport’s strengths is the Contact Manager providing an indispensable and efficient CRM environment backing up help desk activities, which can be used indiscriminately in the service’s various communication channels (chat, audio/video, mail, call-me-back).

This further step forward in our company’s Web services and real-time interaction model provides a B2B market-oriented application designed for software manufacturers and firms running internal help desk services.