Choosing the right software for your IT support can be beyond challenge. The challenge, of course, is to find a remote support solution that matches your unique needs perfectly and to incorporate it in your environment. Let’s explore the options and see what the corporate users should be looking at when choosing remote support software.
Comprehensive remote support software for enterprises
The basic remote desktop functionality enables helpdesk operators to securely access and control remote computers and devices anywhere in the world without any firewall hiccups or additional settings. However, corporate users usually prefer comprehensive software that goes beyond easy connection and desktop sharing. Perfect corporate remote support software is a combination of uncompromised security and various tech support tools, collaboration tools and tools for managers, while it also offers some degree of customization and integration, and is compatible with multiple operating systems. Here is a checklist of the must-haves of remote support functionality for corporate users:
1. Connecting to any remote computer and device.
2. Offering spontaneous support to any client.
3. Accessing unattended remote computers (workstations, servers).
1. Firewall-compatible so no adjustments needed for remote connection.
2. SSL end-to-end encryption.
3. Digitally signed certificate for additional protection during the code and content download.
4. More protection: X.509 certificates, RSA 1024-bit public key.
5. Unique session codes.
6. User-based security: authentication, clients need to confirm desktop sharing, file transfer, unattended remote access etc.
Tools for simplified tech support:
1. Control of a client’s desktop or desktop sharing with a remote client.
2. View mode possible without the keyboard and mouse control.
3. Installable client application.
4. Rebooting after the installation is not needed.
5. Remote system information for quick troubleshooting.
6. Send Ctrl + Alt + Del.
7. Display of UAC screens.
8. Rebooting and reconnecting remotely.
9. Restarting into safe mode.
10. Working on the remote computer with administrative rights.
11. Control of multiple monitors.
12. Multiple sessions from one computer.
13. File transfer from and to a remote computer.
14. Sharing big files without transferring.
15. Printing remote files on a local printer and vice versa.
16. Wake-on-LAN to connect to an unattended remote computer even if it’s powered off, in hibernation (Windows), or sleep mode (Mac).
17. Tagging remote computers.
18. Bulk actions for more effective management of multiple remote devices.
Tools for easy collaboration:
1. Communication via chat, VoIP and webcam.
2. Live chat and enterprise instant messaging (EIM).
3. Starting a remote desktop session from a live chat request.
4. Using the shared desktop as a whiteboard.
5. Transfer of an active session to another supporter.
6. Sharing access to a remote computer with groups.
7. Surveying clients for suggestions about improvement.
8. Session recording.
Tools for managers:
1. Managing users, groups and their privileges in an admin console.
2. External authentication through central directories like OpenLDAP, Microsoft Active Directory, Novell eDirectory, RADIUS etc.
3. Monitoring remote support activities in real time.
4. Creating extensive usage reports.
Customization and integration options:
1. Customization of the program’s skin and texts.
2. Adding the company logo.
3. Localized software in multiple languages for easier international support.
4. Integration into existing systems via API.
Why is comprehensive remote support software better for the enterprise?
More functionality means freedom, uninterrupted workflow, lower costs, and, finally, happy customers. A good comprehensive service can empower big corporations to provide more secure and consolidated remote tech support from different locations for both domestic and international customers. That is why all remote desktop providers are in a constant game to add more polished features to the already rich functionality. Compared to the very best software ten years ago, an average provider today offers much more at only a fraction of the cost. For example, ISL Online enables all of the above with prices starting at €339 for a yearly subscription (SaaS).
Security as an important factor for corporate users.
Even though security matters to everyone, it’s probably one of the key criteria for corporations. Besides the standard security mechanisms like a strong SSL end-to-end encryption, security certificates digitally signed by a trusted authority, unique session codes, and user authentication, enterprise users also prefer to keep sensitive data in-house behind their firewalls and security schemes. Therefore, it is vital to double-check whether a new remote support service in any way interferes with your security protocols, and then choose the one that supports them instead.
(Source: ISL Online remote desktop software’s security statement.)
On-premises remote desktop suits corporate users better than SaaS.
Making a choice between the on-premises and the SaaS is difficult and means resolving several conflicting arguments (see the chart below). Essentially, you are deciding between subscribing to something that already works and paying a fee for it, or installing a piece of software on your hardware and maintaining it to achieve the desired performance. The ease of use vs. total independence. The prevailing factors why big corporations normally decide in favor of an on-premises plan despite higher costs are lower security risks, more control over the system and data, plus various integration and customization options.
(Source: On-premises vs. SaaS: Making the choice)
On-premises installation can be scaled into a Private Cloud.
Scalability into a private cloud is another reason why corporate users prefer on-premises. By connecting two or more hosting servers together they can achieve practically the same performance, stability and robustness of the system as the SaaS. A private cloud provides faster connection, almost 100% fault tolerance, active backup and a continuation of the remote desktop support services in case one server crashes.
Be wary of those who promise big and provide little. Choose from the best.
Only a handful of high-end vendors meet all the criteria mentioned in our post to provide the best remote desktop software for the enterprises. ISL Online’s Private Box is one of the most technically polished solutions, plus it offers the best price performance on the market. Competitively priced at €19,990 per box, ISL Online places no limitations on the number of simultaneous sessions, users and workstations within a client organization, where all software customization, integration and mobile apps are already included in the price. Practically speaking, the box brings all remote support functionality preinstalled and preconfigured on the industry standard hardware configuration, boasts tight security easily deployed into own security schemes, and is fully scalable into a private cloud. You are welcome to check for more details.
So, now what?
Now that we’ve covered all tips on how to choose the right enterprise remote support software, it’s time to start testing your favorites. That will give you a better idea of whether the product indeed provides the promised functionality or not. But keep in mind that by looking deeper than the list of a product’s features, it’s absolutely crucial that the corporate software, in fact any software for that matter, strives for a smooth user experience, is easy to use and adopt without extensive training, and, ultimately, makes your job effortless and efficient.