We host it all. We install it and configure it. You just host it. So when the customer phones the helpdesk for support, the technician takes the customer to a web-page, the customer selects the technician s name from a list and the support session is initiated. While the technician is solving the problem, the customer is listening in while possibly using their computer at the same time.
Remote control is only ever as good as being there .
Control-F1 is better than being there. For instance, if the technician was using remote control to gather 10 pieces of diagnostic data, the technician would need to physically gather that data by navigating to the source of the information. Control-F1 can then manipulate the data to enable comparisons and execute system changes. Remote control is active. When used, the customer cannot operate their computer.