Wednesday, 22 April 2020 08:52

LogMeIn Rescue Live Lens brings 'show me' to remote support

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Remote support software specialist LogMeIn has introduced Rescue Live Lens to help organisations cope with social distancing and related measures including working from home.

Rescue Live Lens is a mechanism for delivering video-based support without requiring the user to install an app. Instead, the system is fully browser-based.

It uses a mobile device’s camera to allow agents to quickly see, diagnose and resolve equipment issues remotely, and built-in VoIP support allows conversations to continue during the process.

Examples given by the company include helping connect a monitor, changing the ink on a printer or resetting a router.

The big problem with trying to help people perform such tasks over the phone is that the support worker cannot see what the user has actually done, and so much rely on the user's assurances that they have done what they were told.

With Rescue Live Lens, the agent can see that the cable has been plugged into the correct socket, for example.

In addition to getting people back to work more quickly, this also avoids the unnecessary expense of sending working equipment to a support centre for unnecessary diagnostics.

Another benefit is that it can be used to provide less-experienced field service technicians with support from their more capable colleagues.

Sessions can be transferred between support representatives if necessary, and recorded for reporting purposes along with agents' notes and still images.

“Amid the COVID-19 outbreak, we are relying on technology more than ever to get work done remotely and that is creating new support needs that must be handled virtually,” said LogMeIn head of product for support solutions Anand Rajaram.

“Live Lens gives IT support and field service teams a secret weapon to answer new and uncharted requests, from setting up remote workstations to troubleshooting a Wi-Fi router, cable modem or even diagnosing and resolving an issue with an at-home HVAC system.

"Live Lens is built to feel as if support staff are right there next to the employee or customer, seeing everything they see and helping them along the way.”

Pricing for Rescue Live Lens is not being disclosed – interested parties will have to request a quote.


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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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