The company achieves a 98 percent first-call completion rate, Greco said. Compaq s experience with remote access software that is used to solve technical hassles also has implications for other organizations, he said. Remote support is the next breath of fresh air for remote access software. This technology has been around for a dozen years now, but the whole notion of remote support is really starting to catch fire. Organizations are able to attach a return on investment to the remote support application, he said.
Remote support has very tangible benefits that organizations can measure.
Complicating the remote access situation are Internet firewalls and virtual private networks, which are growing in popularity among large organizations. A firewall protects people inside a corporate network, he said. Firewalls are used to separate the corporate network from the Internet. It s not just you on the Internet, there s 30 million people out there. Getting through the firewall can be done using one of two Axent products, Suarez said.