Serio Engage

Serio Engage Desktop Edition enables Professional IT Support providers to deliver better and more effective service to their customers. It is competitively priced and is suitable for companies with one support technician and upwards.

Benefits

	Helps you win new business, and retain your existing customers. Show prospects and customers how you can reduce their Time to Help from minutes to typically 20 seconds. Engage gives customers and extra reason to do business with you, rather than another company.
	Customers can initiate a support session with a click, saving their time.
	Uses your own branding and service name and puts these on the customer desktop, and allows you to offer something your competitors don't have – even if you are a one-person support operation.
	Takes a message for you if you are too busy to start the customer support session, or are not currently logged-in.
	Integrates with our Service Management application SerioPlus for your billing and to enhance the service you offer to your customers further.

How It Works

1. Customers (who are usually on other networks behind firewalls) click a 'Click for Help' icon on their desktop when they need assistance or wish to contact a support technician.

2. This instantly sounds an audible alert on the computer of any technicians logged into Engage.

3. The technician picks-up the call, and uses text chat to ask what the customer needs.

4. The technician can immediately control the customer desktop (or show their own to demonstrate something), and use file transfer to fix the customer problem.

Features

	Technicians utilise chat, remote desktop control and file upload/download from the desktop to help customers.
	Works seamlessly through firewalls.
	Integrated message taking. If you are not ready to take incoming Engage calls, customers are prompted to leave a message which is then emailed to you.
	Plays an audible alert when a customer is waiting for attention.
	Multiple support technicians can join in with the customer chat session.
	Deployed on the customer desktop in seconds from the Internet, not configuration required.

Engage Desktop FAQ

Q: How does my company logo get on the desktop – do I have to do anything?
A: When you subscribe to Engage, we create an icon for you, package it, and ask you what you want the service to be called. The customer won't see our name anywhere, they see your company name and identity.

Q: What's the minimum contract period?
A: You can cancel at anytime with a months notice, there are no long term commitments.

Q: How many desktops can Engage be installed onto?
A: As many as you want. It's the number of people able to assist customers we charge for, not the number of customers.

Q: How is Engage different from other desktop sharing services?
A: With other remote desktop services, the customer who needs help:

• Finds your telephone number
• Telephones and waits to be connected to a support engineer.
• Waits for the engineer to direct them to a web page (which has to be typed by the customer of course) and run/click something at that page.
• Only then can the Engineer assist the customer at their desktop. Even then, many remote desktop services don't offer file transfer.

With Engage, the customer just clicks, and that's it – no account codes, no passwords, no special keys. The customer uses chat to explain what they need, and the engineer can immediately start a remote desktop session, or can show his or her own desktop (reverse desktop), or can upload/download files to the customer.

The difference is the time and ease for the customer. Whereas other services take 4-5 minutes, Engage takes seconds.

Q: How do I get it onto the desktop?
A: Each Engage customer gets their own web-page they can download it from (something they need to do just the once).

Q: If I subscribe with just one user, what does that allow me to do?
A: A single Engage account allows you to install your own Engage client onto as many desktops as you want. Only one support technician will be able to log-in to handle incoming calls through (though they can take as many customer calls as they can handle). You can add additional logins to your Engage account at any time.

Serio Engage Server Edition securely connects support technicians to Windows 2003 and 2008 servers without firewall changes, providing one-click access to the server console. It takes moments to install, and requires no complex set-up or configuration.

Benefits

	Allows support professionals to offer their customers server maintenance/fix services, even where firewall configurations make VPN/RDP access difficult or impossible.
	Installation and set-up typically takes around 2 minutes.
	Access is possible from any location that your SerioPlus account can be used from, mobile access is fully supported.

Security

	All traffic is SSL encrypted.
	No reconfiguration of the firewall is required, no port forwarding needs to be established
	Access is only possible after presentation of an Account Code, Account Key and Server Access Key which is multiply checked across the SerioPlus network.
	All access is logged, and IP addresses recorded.
	Connections are made via the SerioPlus servers, there are no listening or open IP ports

Features

	Provides console and remote desktop access for Windows 2003 and 2008, Vista, Windows 7 and XP.
	Supports file transfer upload and download.
	Simple, competitive pricing structure.

Engage Server FAQ

Q: What's the minimum contract period?
A: You can cancel at anytime with a month's notice, there are no long term commitments.

Q: How does the pricing system work.
A: There is a simple monthly fee for each machine accessible through Engage Server Edition.

Q: What security measures are there?
A: Engage Desktop is a hosted service, all connections are made via the SerioPlus servers. Before accepting any connection, Engage verifies that the incoming connection has an accurate Access Key, which is itself only stored on the server (it is not held on the SerioPlus servers). All traffic is encrypted, and all access is logged both on the SerioPlus servers, and in a local file.