User:Alfax/Livecare Support

Livecare Support is a Software as a Service (SaaS) that implements Remote Desktop Software service. Livecare Support is part of Livecare suite that implements multichannel help desk and contact center services.

With Livecare support an operator can help a customer using an internet connection.

Remote Desktop using internet connections
Computers are connected to internet in different ways and using a different technologies.

When a computer is connected with a NAT address, other computers in internet cannot reach it, so peer-to-peer connections are impossible.

Computers can be connected also behind firewall and proxy servers. In this case, it's more difficult to setup a remote deskop connection because it's not possibile or is more difficult to setup a direct socket connection.

Remote Desktop software, usually have a connection strategy to solve NAT and proxy problems. The software try to connect using the fastest routing. If it fails it's used a less efficient connection.

This connection process is fully automated. All the communication protocols are private and cripted.

Technology
The operator uses a Win32 application (which can also be installed on a USB memory stick) that can also be used to make a video recording of the assistance session. The customer interacts with web browser using a Java applet or an Activex component. The customer can be on a Windows, Linux or MacOS computer.

Both operators and customers are connected to Livecare server where is available the administration program.

File transfer functionality works also behind NAT and proxy connection and is compressed.

Remote desktop can be also unattendant using the Remote View functionality. The customer install a software called "Internet Agent". The Internet Agent is a Window service, that implement a connection to the server. The operator is able to setup a remote view session using the Internet Agent connection.

The audio video over internet functionality works with a Flash component.

Alternatives to Livecare Support
Livecare Support is not the only product that offers remote desktop access. A comparison table is published in this wilipedia; please refer to this link.

Basically a Remote Desktop software can be free or not free. The main difference is that with a free software, usually it's very difficult to bypass firewall connection. Commercial softwares have more functionalities and it's available an help desk to assist customers.

Company
Icona it's an italian company based in Cinisello Balsamo - Milan.