EPeople, a company that makes web-based collaborative CRM solutions, is integrating WebEx Communications' Support Center technology into its suite.
The companies say that the integration of WebEx into ePeople's Teamwork will let customer support analysts identify, diagnose and resolve technical issues faster.
EPeople Teamwork lets companies engage the most relevant support analysts on a customer issue and provides a web-based workspace where the team can collaborate together to resolve complex issues. Integration will enable support analysts to start the WebEx Support Center service within the ePeople workspace and with the customer's permission, take remote control of the customer's desktop or applications to interactively troubleshoot, diagnose and resolve issues in real-time.
The integrated solution will also let analysts remotely apply patches and install software updates while working within ePeople. Analysts can also use the service's administrative and reporting tools to generate session reports, and record the session to create a digital library.
WebEx Support Center has a simple interface that support representatives can use to view, diagnose and solve problems by sharing their applications and desktop to demonstrate products and features, or by accessing customer-selected applications or desktop. WebEx Support Center allows support representatives to start secure, Web-based support sessions with one click.
