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ReverseConnect Explained
ReverseConnect™ allows the Console user to provide remote support through a remote user's firewall and router without any preconfiguration or port mapping on behalf of the remote user.
The addition of ReverseConnect to Beyond Remote allows the Console to accept a Host initiated connection, allowing the Console user to then take over the Host's computer. This function provides several benefits:
No Pre-Configuration Necessary - Because the Host is initiating the connection to the Console, the Host's router/firewalls see this traffic as outbound traffic, which means there is no router/firewall configuration necessary on behalf of the host. This means that the Console can provide support to any host, anywhere, anytime, at a moment's notice.
Security - Because the Host has invited you to take over their computer, you are not required to know their password, giving the host additional ease of mind that they are not revealing precious information.
New Business Opportunities - Because ReverseConnect allows you to provide remote support to any user in any environment, Service Providers of all types, Consulting Firms, PC Support Companies, Software Companies and more can use Beyond Remote to support their customers anywhere in the world. This opens up opportunities for new revenue streams via support contracts, retainers, hourly remote support contracts, etc.
ReverseConnect™(Standard) is a tool that allows you to provide remote support services to anyone, anytime, anywhere, regardless of their network environment, as long as they have access to the Internet. Standard ReverseConnect™ is included with your Beyond Remote license, which means that each Host will need its own license.
ReverseConnect™ Professional is designed specifically for support professionals. ReverseConnect™ Professional:
Is licensed by the Console, not the Host - giving the Console user the ability to initiate an unlimited number of support sessions.
Runs a small file on your customer's machine without installing software, so there is no configuration and no software left behind after your support session. This file is custom configured via our web services to include your connection information, resulting in no pre-configuration by your customer.
Example: Software Company Using ReverseConnect Professional
A customer using your software calls your support line with a common error which requires the customer to perform a specific task on their computer. Rather than trying to walk the customer through each step over the phone (without seeing their screen), your technician sends the customer a Remote Support Invitation E-mail directly from Beyond Remote. The customer opens the e-mail, clicks on the enclosed link which automatically initiates a connection back to your technician's computer. The customer then sees a popup window that asks him if he is sure he wants to proceed and reminds him that by proceeding he will be allowing the remote Computer to take control of his workstation. The customer agrees to proceed and your technician is then able to take over his computer, perform the required maintenance and disconnect. The time it takes from the moment your customer clicks on the link to the time your technician has control of their computer is literally just seconds (depending on the speed of your customer's Internet connection).
