Why Remote Support Management?
- Efficient troubleshooting and solving IT issues faster
- Securely access and fix any problem remotely
- Workload on your IT support is increasing
- Streamlining Remote support to improve customer experience
- Scalable Remote IT support
- Skilled and expert staff to take care of your support needs
- Lowering IT support costs
- Increase profitability and productivity by eliminating access issues and delays
- Create queues, teams and set policies to perform desktop & mobile device support for internal employees no matter where they are located
Lyra’s Remote Support Management services offer you the security, integration, and management capabilities your IT and customer support organizations need to increase productivity, improve performance and deliver a superior customer experience. Provide instant, secure, reliable remote support to end-users and customers—on or off your network—using Windows, Mac, iOS, Android, and more. Focus on fixing issues, not fixing connection.
Lyra’s Remote Security Solutions approach
Our RSM solutions provide organizations with extensive capabilities beyond simple screen sharing and control. Lyra RSM lets you support all of your systems over the web, even if they are behind firewalls you don’t control. With only one solution, your users can chat, collaborate, remote control, screen share, set up jump clients, support mobile devices & unattended systems.Our highly skilled team provides training and consultation on latest products and technological advancements with 24/7 customer support – all ensuring you safe and secure Remote Support Management. Lyra helps to extend strategic consultation & specialized services for comprehensive Remote Support development.
Remote Support Solution Features and Capabilities
- Chat Support: Enable live support from your website with Clickto-Chat with real-time escalation to screen sharing and remote control, without ever losing contact with the end user.
- Broad Platform Support: Support and provide support from Windows, Mac, Linux, iOS and Android devices. Also support legacy devices using RDP, Telnet, SSH, and VNC with our solution.
- Granular Permissions and Roles: Granularly manage teams, users, roles, and session permission settings to enforce a least privilege security posture.
- Collaboration: Resolve support incidents faster by easily collaborating with other technicians and defining escalations paths to skilled resources in a cost-effective manner, while improving customer satisfaction.
- Session Recording and Audit Trail: Track team performance as well as log session activity to serve as an audit trail for security, compliance, and training.
- Provide Support from Chrome, Firefox, IE, and More: Our HTML5 Web Rep Console lets you offer secure remote support from any browser – no downloads required – to immediately begin fixing issues from anywhere.
- Integrations: Connect seamlessly with ITSM tools like ServiceNow, third-party authentication solutions like Active Directory, and password managers etc.
- Customization & Branding: Maintain corporate branding standards and create trust by customizing your support experience, including chat.
- Deployment: Choose from a physical, virtual, or cloud deployment with flexible licensing options.and a variety of licensing models.