Motorola eCare: Web-based Interactive Call Center Application - Motorola Solutions Latin America
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Motorola eCare
Web-based Interactive Call Center Application



Overview

Motorola eCare Web-based Interactive Call Center Application
  • Motorola eCare Web-based Interactive Call Center Application

Motorola eCare enables support agents to assist customers anywhere in the world by providing a powerful diagnostic and resolution toolset that includes remote control, text based chat, integrated customer surveys, file transfer, Managed Scripts and more. Using just an Internet connection and a web browser, the support technician can see what the customer sees, operate the computer remotely, and push scripts to resolve support issues quickly and securely – the first time.

Features and Benefits

Comprehensive web based toolset
allows support specialists to diagnose and resolve incidents through the client’s PC or Mac desktop.

Web browser interface
supports both Microsoft IE and Apple Safari environments.

Server-based file transfer
Allows more secure and centralized information management

Secure interactions
Secure encrypted connections and permission based interactions

Faster incident resolution
On demand deployment and management of technical scripts.

Complete documentation
Archived session transcripts, surveys and reporting for improved agent performance and support visibility.

Deployment flexibility
Hosted and licensed deployment options.

 

New in Version 5.2

 

Managed Scripts

Revolutionary in improving the overall speed and accuracy of support resolution, while minimizing the amount of technical expertise required by the support staff, eCare permits the automated deployment and management of scripts. Ideal for supporting software and hardware applications, authorized agents can push scripts to execute a specific set of functions on the client’s XP or Vista PC. From diagnostic sweeps, to complex installations and configurations, Managed Scripts provide a more versatile and efficient approach to incident resolution, further limiting the duration of the support session and improving both the agent and customer experience.


CRM Integration
eCare’s optional integration server with bi-directional data transport allows for fast and easy integration with CRM and trouble ticketing applications.

 

Server-based File Transfer
A new server based file transfer option allows administrators to pre populate the eCare server with files which agents may push to customers during a support session.  This form of file transfer ensures that information remains consistent across the support organization.



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