NTRsupport Product Overview
NTRsupport Product Overview
NTRsupport Product Overview
NTR Support Ultimate is the SaaS remote customer support solution that enables
Why NTRglobal?
support teams of any size to deliver fast, effective multi-platform problem resolution.
Customer Support Agents can virtually see, reach into and repair devices via the
Internet.
Partners:
www.ntrglobal.com
Secure & Reliable
·· ISO 27001 Certified (NTRglobal
Facility and all Data Centers)
·· TRUSTe Certified
·· Qualys® SECURE Seal
·· Safe Harbor-Certified Data Centers
·· D
ata Privacy and Integrity
·· 256-bit AES encryption
·· At rest customer data encryption
·· TLS/SSL protocol
·· Authentication and Authorization
·· Attack and Malware Detection
·· OWASP Testing Standards
Features
Languages
Robust Remote Troubleshooting Advanced Management English, Spanish, German, French, Italian
Toolkit »» Personalized metrics to analyze Catalan, Dutch, Portuguese, Japanese
»» Multi-platform remote support across connection times and session activity Chinese, Swedish, Finnish, Norwegian
Windows, Mac and Linux computers »» Full chat transcript and file transfer Polish, Slovenian, Russian
and smartphones records
»» Instant remote system diagnostics for fast, »» Post-chat surveys to gauge customer
comprehensive visibility satisfaction
System Requirements
»» Clientless remote control in 5 modes, »» Support session recording for
from observer to full administrator control accountability and training needs Operators
»» Drag and drop file transfer, remote assessment Internet connection: 56 kpbs
printing, drawing tools and more »» Call routing to issue experts for minimum, 512 kbps recommended
»» Reboot and reconnect – in regular or improved first call resolution Supported Operating Systems:
safe mode »» Export customer support usage statistics ·· Windows XP / Vista / 7
»» Installable remote control for incident for use with billing systems ·· Windows 2000 / 2003 / 2008
resolution on computers with no end user Supported Browsers (oldest supported
Enterprise-Grade Security version):
Ultimate Customer Service Features »» Failsafe multilevel security with 256-bit ·· Internet Explorer 6+
»» Instant access to live chat from a AES encryption ·· Mozilla Firefox 1.0+
customizable button on your website »» Secure access, data transfer and End Users
»» One-click to support from within Windows- storage Internet Connection: 56 kpbs
based applications »» ISO 27001-certified platforms minimum, 512 kbps recommended
»» Self-service help portal that can and data centers Supported Operating Systems:
be customized with FAQs, news, tips »» No need to open special ports, change ·· indows XP / Vista / 7
W
and offers network or firewall configurations or ·· Windows 2000 / 2003 / 2008
»» Intelligent routing through pre-chat modify NAT tables ·· Mac OS X 10.3.9+
surveys ·· Linux Kernel 2.6 12+
»» Automatic footprint removal eliminates Business Integration ·· Konqueror Epiphany (on Linux only)
any trace of support sessions from end »» Open API architecture enables easy Supported Smartphones:
user machines integration with other business apps and ·· Windows Mobile, Blackberry, Symbian
optimizes workflows Supported Browsers (oldest supported
SaaS »» Leverage your investments in CRM, help version):
»» NTRglobal absorbs maintenance costs desk, billing, backup and other solutions ·· I nternet Explorer 6+
»» Immediate ROI with 5-minute self- »» Support session initiation from inside ·· Mozilla Firefox 1.0+
configuring implementation support tickets ·· Safari 1, Camino 1 (Mac only)
·· Chrome
»» Product optimization and new features
rolled out continuously Additional requirements
333MHz CPU or higher, 256 MB of RAM,
55 MB of free disk space
To view our most current system
Unsure? requirements, please visit:
Test drive it for Free at www.ntrglobal.com/ntrsupport www.ntrglobal.com/ntrsupport/techspecs
Already convinced?
Find your local Sales office at www.ntrglobal.com/contact