Keyboard and Voice Chat
WebInteractive's keyboard and voice chat features allow support professionals to complete online service requests without the need for a telephone connection. At the same time, should customers wish to speak to a representative over the phone, the request can be initiated using WebInteractive's text chat.

Permission Tools 
WebInteractive offers support tools for monitoring and controlling a remote PC. To protect against unwanted intervention, WebInteractive prompts customers before initiating any remote control or monitoring sessions. Customers can further customize their remote control permissions to selectively allow or disallow control features as they apply to specific files or applications on their PC.

Once WebInteractive's remote control has been allowed, support professionals can view a customer's PC as if they were sitting right in front of it. No time is wasted by the customer describing a problem, or by the representative trying to visualize the problem.

File Transfer Tools
If the problem cannot be resolved without the installation of additional software, WebInteractive offers file transfer capabilities. This way, support professionals can transfer required files from their PCs directly to the customer.

Co-browse Tools
WebInteractive's co-browse capabilities makes it easy for support representatives to direct customers to specific online resources where they can find useful information or important support tools. Using co-browse, supports reps can "push" html content directly to the customer's browser. Customers can instantly view these pages and bookmark them for future reference.

System Recovery Tools
If a customer's problem has resulted from the corruption of an application, file or the system registry, WebInteractive offers a system recovery feature. Using system recovery, support representatives can access a previously saved snapshot of the customer's PC and restore the PC to the most recently functional configuration. This way, even complex PC problems can be quickly resolved.

Web-based Design-Requires no client software installation. Customers log in to your Web site and are instantly available for interactive PC support.

Online Request Distribution-Provides a simple online login and queuing process for customers who wish to receive online support. Routes a web-based support request to the most appropriate support representative.

Permissions - Very secure because the customer must give permission prior to remote control or file transfer.

Screen Sharing/Remote PC Monitoring-Supports viewing of a remote PC to a support professional. Alternately, support staff can broadcast a view of their PC desktops for training purposes.

Remote PC Control-Allows support professionals to assume control of a remote PC, provided that the customer has granted remote access permission.

Internet Co-browsing-Enables support personnel to "push" html content to a remote viewer without requiring remote control. Customers can bookmark Web sites for reference.

File Transfer - The support professionals can transfer files from their PCs directly to the customer, or the customer can transfer files to the support representative.

System Recovery-Using system recovery, support representatives can access a previously saved snapshot of the customer's PC and restore the PC to the most recently functional configuration. This way, even complex PC problems can be quickly resolved.

Online Reports-Review entire chat and session logs or access daily reports to track industry standard support metrics.

Call Escalation-Calls can be easily transferred among support representatives to ensure the most relevant agent is supporting a customer.

Video Conferencing-Live video enables CSRs to personalize support sessions.Use the Video Conferencing feature to broadcast a pre-recorded .avi file or a live image using a standard PC Web Cam to all or any of the meeting attendees. Also, you can enable the Web Cams of meeting participants for a group video conference.

Conducting an Online Support Session with WebInteractive
To facilitate a real-time support session, the WebInteractive server's ConnectionPoint application coordinates the routing of data between the support representative and the customer. ConnectionPoint actively manages all connections, precluding any conflicts that might be caused by corporate network firewalls.