Cisco Cisco WebEx Support Center WBS29.8 Scheda Tecnica

Pre-session

Inbound Online Request:
Click-to-Connect

Make it easy for customers to initiate

a session with a button on your

website, product, or email signature.

Automatically route support requests to

a support representative’s queue or a

customized request form.

Outbound Request

Start a session from email or the Cisco

WebEx desktop client.

Callback and Wait Times

Give customers the option to request a

callback, and show them the estimated

wait time. The support representative

and customer can join an audio

conference after receiving an immediate

callback from Cisco WebEx.

In Session

Desktop and Application Access

View and control a customer’s desktop

or applications, or allow the customer to

view or control yours.

Custom Scripts

Save a library of frequently used scripts.

Push and run scripts with a click for easy

patches and updates.

File Transfer

Drag and drop files to and from a

customer’s system to patch or update.

Log on to a Customer’s Desktop
as Admin

Sign on to a customer’s machine as an

administrator.

Remote Printing

Print from a customer’s computer to a

local printer.

Integrated VoIP and High-Quality
Video

Speak with customers via teleconference

or integrated VoIP. Provide more

personalized support using live

high-quality video.

Chat

Chat with several support

representatives and customers at once.

Multisession Client

Easily support multiple customers at

once from a tabbed client interface.

System Information

Collect system information with one

click. Print and save the information for

future reference.

Reboot and Reconnect

Maintain the same session even after

reboot and in safe mode.

Agent Inbox

Get a notification when a customer is in

your queue. Control personal settings

and availability status.

Real-Time Status of Other Agents

Support representatives can see all other

agents’ queues and availability for easy

escalations.

Post-session Survey and Notes

Take customer surveys and save support

representative session notes.

Manager Tools

Cisco WebACD Queue Manager

Set up queues with rules-based routing,

by availability or skill set. Distribute a

large number of requests by allocating

them to subqueues by percentage.

Cisco WebACD Manager Dashboard

Monitor all sessions and agent activity

at both the queue and support

representative levels.

Session Recording and Editing

Record support sessions manually or

automatically.

Management Reporting

Measure help desk and support statistics

including number of sessions, session

time, and session feedback.

Architecture

Firewall Friendly

Work through most firewalls using

standard HTTP and HTTPS ports.

CRM Integration

Initiate sessions right from Salesforce.

com, Remedy, and other CRM

applications.

For More Information
For more information about Cisco
WebEx Support Center, please visit:

http://www.cisco.com/c/en/us/products/
conferencing/webex-support-center

http://www.webex.com/products/
remote-support.html

Learn more about Cisco WebEx
Support Center and other Cisco
WebEx solutions, all from Cisco.
Speak with a solution specialist at
877-509-3239.

Cisco WebEx Support Center Remote Support is updated regularly to meet the latest system
compatibility needs. Please visit

www.webex.com

to see system requirements.

Languages currently supported include Chinese (Simplified and Traditional), Danish, Dutch,
English, French, German, Italian, Japanese, Portuguese (Brazilian), Russian, Spanish (Latin
American and European), and Turkish on the Microsoft Windows platform. The Mac
in-meeting experience is available only in English.

* Supported only in the Microsoft Windows environment

To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the

word partner does not imply a partnership relationship between Cisco and any other company. (1110R)

C78-672539-02 08/15