“Beware of freeway” writes John Ragsdale, VP of Technology Research a the SSPA in his recent report called Market Overview: Web Collaboration. Ten Distint Modules Comprise this Popular Support Technology.
The following is a quote from John’s report, which defines how collaboration works in remote support tools:
Beware of freeware. Basic Web chat and desktop sharing can be had for free and is often bundled into e-commerce servers and other IT and support tools. But keep in mind, you get what you pay for. Lower-end and freeware products offer less security, little or no audit trail, and integration to an incident management or knowledgebase system may be nearly impossible.
You can read more from John in his blog: http://jragsdale.wordpress.com/
If you are member of the SSPA you can access the report as a part of your membership. Otherwise, you can contact them to purchase it.
Tags: freeware, ragsdale, remote support, sspa
