NetworkStreaming Enhances SupportDesk for Improved Accountability and Auditability

Latest version expands support for Mac OS and improves integration with existing systems

RIDGELAND, Miss., October 10, 2006 -- NetworkStreaming today announced availability of SupportDesk™ 9.1, the latest version of its appliance-based remote support software. With this release, NetworkStreaming provides a host of new features designed to help its customers better comply with corporate governance and privacy regulations. This release also includes overall performance enhancements for improved integration and customization, as well as support for Mac OS.

As the workplace becomes more distributed, IT departments are tasked with maintaining the same strict level of security and compliance -- a difficult task given today’s Web-based office. SupportDesk 9.1 now features session recording, providing IT departments and call centers with an auditable log of exactly what did and did not happen within a session. These flash recordings protect the support organization during user disputes and provide a record of all support interactions to comply with corporate and federal regulations. In addition, logging and recording functions allow IT professionals to create a database of session recording for use in training staff, as well as for educating employees.

“Complying with corporate governance mandates is still a top priority for today’s enterprise IT departments. To that end, accountability and audit-ability are critical components that must be built into products to support today’s environment,” said Matt Healey, Senior Research Analyst for IDC. “Product features, such as session recording, that ensure the ability to audit transactions are critical in today’s world of compliance and regulations.”

In addition to its session recording features, SupportDesk 9.1 includes support for Mac OS. Tech support and call-center professionals can quickly connect with a larger population of their employees and contractors. Other new features in SupportDesk 9.1 include:

  • LDAP Integration: This feature provides easier set up of administrator rights and allows IT to create group policies, set permissions, and control help desk professionals’ within their existing LDAP schema.

  • Logging and Reporting API: This feature allow IT users to extract support session data from the appliance to create custom reports or to populate existing help desk ticketing systems.

  • Customization: This capability allows organizations to personalize help sessions with logos, corporate messaging and branding. Additionally, customers can now customize questions for the exit survey to ensure user satisfaction.

“Whether supporting our workforce on campus or in the field, SupportDesk allows us to reach them seamlessly,” said David Liddle, customer support team leader for Wycliffe International. “The additional configuration options, chat features, and support of the Mac OS in release 9.1 continue to make this an invaluable tool for us to have.”

Pricing and Availability

SupportDesk 9.1 software is currently available at $1,695 per concurrent license. This means one support professional can be logged in at one time, but can provide support to an infinite number of users. However, in order to run the software users will need to purchase the appropriate hardware appliance for their needs.

Please visit the http://www.networkstreaming.com for detailed pricing information.

About NetworkStreaming

NetworkStreaming specializes in appliance-based solutions for remote control support, access, presentation, and collaboration. NetworkStreaming allows companies to connect to remote clients and co-workers via the Internet anywhere in the world, in less than 10 seconds.