Posts Tagged ‘remote support servers’

How Service Centers Can Reduce Volume with RHUB Remote Support Servers

July 28th, 2014

According to the Bureau of Labor Statistics, employment is continuing to show gains. The latest unemployment report indicates that jobless claims have fallen to an eight-year low. Increases in hiring have had tremendous effects to IT organizations that have had to equip new employees and cope with the need to support additional users along with their BYO devices.

Today, many IT departments face the challenge of hiring new employees while struggling to keep pace with the demand but at the same time experience difficulty in locating qualified candidates. As a result, IT organizations are now increasingly in need of processes and tools that can provide extended support while simultaneously reducing expenses.

Of IT organizations surveyed, those that witnessed a decline in volume attribute such declines to Remote Support.

How Does Remote Support Lower Volume?

IT organizations are able to reduce overall work volume with effective remote support tools, like RHUB remote support servers, by improving resolution at the first line and reducing escalations to higher levels. A tremendous amount of time is typically spent in attempting to determine the core problem during standard phone interactions. In situations in which the representative must rely on verbal information provided by the end-user, it can be difficult to isolate the precise issue. This can result in unnecessary escalations to higher tiers and delay customer resolutions.

Delayed resolutions can affect costs as well as customer satisfaction. With the implementation of support tools such as RHUB, the representative is able to quickly see precisely what the customer is also seeing. He or she is then able to troubleshoot the issue in real time in order to more accurately identify the core problem.

In addition, remote support tools are also able to provide improvements in first contact resolution for problems that do not require escalation to the next level. First tier representatives are able to invite SMEs into a remote session with advanced remote support solutions. Consequently, they are able to collaborate with the customer without handing him or her off to the next level.

This process significantly improves efficiency while also reducing the percentage of problems that simply sit in the escalation queue. By providing first-line representatives with the tools necessary to resolve more issues and by reducing the amount of time that it takes to bring SMEs into conversation, IT departments are able to witness dramatic increases in first contact resolutions.

By implementing effective processes that will provide increases in first-line resolution, centers are also able to take advantage of decreases in volume. When the need for customers to call back to the center is reduced, volume naturally declines.

Remote support also provides a number of other benefits. By resolving more issues on the first-line, costs are reduced, as well. Even small reductions in escalation issues can tremendously impact an organization’s cost per interaction. In addition, improvements in first-contact resolution drive faster resolutions for end-customers, thus increasing customer satisfaction.

Are you interested in learning more about how you can increase first contact resolution? Contact RHUB at 866-758-0984 or visit http://www.rhubcom.com

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Why RHUB Web Conferencing and Remote Servers are So Secure

July 4th, 2014

Remote access and control can greatly improve productivity and efficiency, but at the same time, it is important to understand that these technologies can also have serious and potentially destructive disadvantages.

According to a 2013 Data Breach Investigations Report, remote access and control was named as the most common attack pathway that hackers utilize. In fact, the report went on to state that more than 40 percent of breaches investigated as part of the study involved the unauthorized access to the victim using a type of remote access control software.

Based on such startling news, it is only natural for our clients to be wary and wonder what it is that makes RHUB secure.

At RHUB, we take security very seriously and it is our highest priority. Toward that end, we have taken several distinct measures to ensure the security of data that is transferred during all report sessions.

We strongly believe that security is only as good as the weakest point in any system. When it comes to access security, hosted conferencing provides very little security. Meetings can be opened up to practically anyone who has a meeting ID and a password. That is more than just a little frightening. This so-called security can be quickly and easily compromised by simply reading someone’s email or gaining access to an individual’s calendar.

By contrast, RHUB servers make it possible to establish a virtual VPN between attendees and the host. This successfully limits the scope of attendance to internal location/address or only specified IP addresses. It should be noted that each of these policies is designed to specifically work along with your own internal security servers, such as routers, firewalls, or any other security devices that your company may have in place. As a result, RHUB servers are able to provide comprehensive security by effectively restricting attendance to only authorized attendees and locations.

When it comes to web conferencing applications, the use of strong SSL encryption maintains transmission security. RHUB’s servers utilize SSL as well as proprietary encryption for your complete peace of mind. The transmission of meeting and user passwords along with meeting IDs is completely SSL encrypted over the Internet.

The most effective solution for protecting against security breaches is to utilize an on-premise solution in which meetings are protected by your firewall. The RHUB web conferencing and remote support servers are designed to provide an effective, affordable solution.

Below are diagrams which are designed to depict three common ways in which the RHUB web conferencing and remote servers are deployed:

  • Behind the firewall: restricting it to internal meetings only (Private cloud)
  • DMZ: Designed for both internal and external meetings
  • Outside firewall: Restricting it to external meetings

 

 

(a) Behind Firewall Deployment

 

(b) DMZ: Designed for both internal and external meetings

 

(c) Outside firewall: Restricting it to external meetings

 

In both the behind-firewall as well as DMZ deployment options, strong security measures are offered. DMZ is made available on almost all routers. In addition, DMZ deployments offer superior flexibility, which makes it possible for internal or behind firewall as well as external or outside firewall attendees to join meetings. As soon as a meeting is begun, all you need to do is check the option that restricts the system for only internal attendees. Any attendees that attempt to access the system from outside your firewall will be automatically rejected by the RHUB web conferencing server.

If you would like to learn more about RHUB products, simply call us at 866-758-0984 or email us at sales@rhubcom.com

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Evaluating Remote Support Tools? Here are 10 Reasons to Choose RHUB

June 13th, 2014

If you want a remote support tool, it’s not difficult to find one. Nearly every “techy” person you know has a favorite, and the suggestions swell whenever any vendor changes their offerings.

With all the options, choosing the right software can be difficult. You might get that same frigid indecision – needing to choose an option that offers the most benefits and value possible but frozen by a cornucopia of options.

We Asked Our Customers Why They Chose Us?

Top 10 Reasons Customers Choose RHUB Remote Support Servers:

Over the past 8 years, we’ve been asking our customers what is important to them. What do they need their remote support tool to do, who needs to use it, and so on. Through win/loss calls and through online conferencing, we’ve learned a lot about what problems and challenges they wanted to solve with RHUB. Now, as we continue to grow, our base of customers who have successfully implemented RHUB`s solutions has grown as well. Most such customer has implemented RHUB’s solutions because of the following:

1.) Platform Support:

Customers can connect to all their remote computers, systems and devices securely using RHUB remote support servers as it works from behind the firewalls. In this regard, RHUB works as a one-stop solution for a variety of devices without the need to pay multiple licensing fees for multiple users in the same organization.

2.) Security:

Support personnel can be assured that the only attendees in a meeting are those that they have authorized. The system can also be set up as an https site for additional data security. You gain the benefit of being able to conduct meetings without concern that sensitive data will be compromised.

3.) Integration:

Customers can strategically leverage their existing IT environment and work-flows.

4.) Total cost of ownership:

Customers get all the security of ownership and eliminate the never-ending monthly fees of Saas remote support tools, thus providing the opportunity to save money and resources.

5.) Jump Technology:

Customers can access computers, servers, and network devices any time wherever they are. This can prove to be tremendously beneficial for customers who need to travel frequently.

6.) Collaboration:

Customers can collaborate with multiple “experts” in one session to resolve more in first technical support contact, thereby eliminating needless costly escalations.

7.) Consolidation:

Customers eliminate multiple remote support tools, thereby improving security, reducing complexity and saving on ever increasing costly monthly payments of hosted services.

8.) Vendor Access Management:

Customers can receive support from and collaborate with vendors without compromising security or purchasing additional tools.

9.) The RHUB`s Remote Support Server

Customers improve security and lower costs with RHUB`s on premise deployment.

10.) Services and Support

RHUB`s world class team provides excellent support whenever our customers need it. Professional support services from RHUB helps our customers to learn, measure and optimize their ROI.

For more information about RHUB remote support solutions, contact us at 866-758-0984 or visit our website http://www.rhubcom.com

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RHUB Remote Support Servers – The Game Changer: A customer success story

June 6th, 2014

Once upon a time in a land dependent upon a labored and aging network system, word was passed throughout the kingdoms that “said system” would no longer be supported and each of us would be on our own for policy provisioning, resource pooling, imaging, remote administration and the like. It was a troubling time. Much was at stake and with little to go on, we found ourselves facing the ultimate challenge.

In short, organizations were replacing a fading Netware system and they were on their own.

Computer technicians wanted to keep the users happy. Hence, technicians started a migration to Active Directory, replaced main infrastructure and started filling in the holes from there.

One of the biggest challenges was keeping up with end user machines. There were three of us at the time to support more than 3,000 end devices and many of those with a bit of age on them. While we had a remote system before, it was not the best. So, over the next year, we tried a couple different remote applications: each one having a solid core foundation, but lacking of any decent features and being cumbersome and sometimes confusing to configure. We wanted…no we needed…a better solution.

Something had to be done. There had to be a better option.

Then one epic day, a newbie brings in a rep from this company called RHUB. RHUB? Who is that? Well, we figured it would be the normal selling points we hear from every other company who visits our campus, so we sat reluctantly expecting another sales pitch on another product that will “change our lives forever.”

We are now remote managing computers on our student and admin networks due to RHUB being in our DMZ, something we were not able to do before. We are recording sessions, chatting with end users, training via presentations, allowing outside vendors to remotely access our systems — all things we could not do, or could not have done so easily, before RHUB. I could go on. RHUB has been such a game changer for us. It is “THE” tool we as the techs, and a lot of the admins as well, rely on to do our jobs effectively and efficiently. RHUB remote support servers are the most secured ones as the deployment is behind the firewall. What more, you receive guaranteed attendance during online meetings as well.

Our response times went from 20-30 minutes for cross-town sites to seconds. RHUB allows us to do everything from software installation to computer imaging, all from the comfort of our office. What used to be a 20-80 split of us techs being on the ground versus us being in the field has reversed to us being able to spend more time in our offices, able to work more efficiently and decrease issue resolution time dramatically.

A game changer, indeed. I could not imagine working without the RHUB remote support servers as part of our system. Don’t think I would want to. For more information on RHUB products, call us on 866-758-0984 or visit our website http://www.rhubcom.com

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RHUB Remote Support Servers– Powerful tools for Remote Computer Sharing

May 30th, 2014

RHUB remote support servers provide an excellent application for screen sharing and files transfer, helping to facilitate business collaboration, providing remote computer access, and facilitating the diagnosis and repair of faulty computer with the help of a remote computer support provider.

Through the provision of tools by which you can connect with another computer in a completely secure manner, the RHUB remote support servers give you the ability to transfer files with ease. Users are also able to take advantage of access control rights. For instance, if the user wishes to disconnect the support session, he/she only needs to press the close button and the session will end. The action buttons also give users switching control and remote booting capability. This can also help in adjusting screen resolution and multi-monitor displays. The new features include VOIP based audio, video conferencing and the integrated teleconferencing. Such convenient features of the RHUB remote support servers work without needing reconfiguration of firewall.

When you deploy RHUB remote support servers software on your premises and log in, you will be asked to enter login credentials. Sharing files or desktop using this application allows your system to be remotely controlled via the method that you have specified.

RHUB remote support servers provide two levels of remote access: Remote support and Remote access to this computer. The RHUB remote support servers recognize the system you have connected, so it speeds up the process of re-connection to the shared computers. Deploying RHUB remote support servers is very easy and provides users the option of “admin rights”. RHUB makes screen sharing and file sharing as smooth as possible. This is considered to be a must have for individuals who need to share or transfer files between many computers remotely.

RHUB remote support servers can be used on Windows and MAC and even from iPads and iPhones, so that you can be provided online tech support irrespective of where, how and at what time you are connected. The best part of this application is that RHUB takes very less time in its setup.

During the support session, you can switch the presenter to be yourself so that the attendee can view your screen. If you like, you can pass your keyboard and mouse function to the attendee. This function is used in customer training during a support session and helps to increase customer satisfaction. You can remotely log out and log in as a different user. You can even blank a remote desktop to prevent your sensitive remote control activities from being viewed.

To learn more on how it works, we invite you to visit http://www.rhubcom.com and register for a free account. iPad and iPhone users will need to search the Turbomeeting app in the Apple store. After you end the remote support session, the application will be automatically removed from your attendees’ system. This is a great feature for security conscious individuals.

If you would like to have a demo, call our sales team on 866-758-0984.

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