Today’s modern enterprise seeks both efficiency and productivity — constantly looking for new and effective ways to boost employee workflow. This new enterprise has a global employee base that includes branch offices, telecommuters, and an on-the-go workforce that communicates using a variety of mobile devices. While the workforce has evolved, corporate helpdesks are still using yesterday’s support tools, which can impede the effectiveness of both remote employees and the technicians who use them.
Many businesses employ legacy remote control tools that come bundled within a suite of applications. These tools, such as Microsoft Remote Desktop or pcAnywhere, were not built for the helpdesk and are not designed to support the growing number of end-users who work beyond the corporate firewall.