Livecare Support

Livecare Support is a Software as a Service that implements Help Desk and Contact Center solutions. Livecare Support is part of Livecare suite that implements multichannel help desk and contact center services.

With Livecare support an operator can help a customer using an internet connection. The solution is firewall-friendly and multiplatform.

Product Versions
The service is available in three separate solutions to cover a number of different requirements:

Remote Control: provides remote assistance and management of file transfers, even multiple. Customers can be on Windows, MacOS X and Linux systems.
Remote Demo: Demo sessions are provided for applications and remote training. With Remote Demo the operator can do remote demos and one-to-many training via Internet.
Remote View: the operator access to a remote computer via a normal ADSL connection.

Livecare is fully integrated with a trouble ticketing system called Contact Manager. Contact Manager is fully customisable and lets the operator identify his customers starting by Help Desk requests.
Using billing and membership functionalities the company can implement prepayed Help Desk services.

Technology
The NAT problem is resolved because Livecare Server is published with a static IP address. The server implements all the communication protocols that let to connect customers and operators. A tunneler module let to communicate when operator or customers are behind a proxy server.
All the communication protocols are private and cripted.

The operator uses a Win32 application (which can also be installed on a USB memory stick) that can also be used to make a video recording of the assistance session.
The customer interacts with web browser using a Java applet or an Activex component. The customer can be on a Windows, Linux or MacOS computer.

Remote View require a software, called "Internet Agent". The Internet Agent is a Window service, that implement a connection to the server. The operator is able to setup a remote view session using the Internet Agent connection.

The audio video over internet functionality works with a Flash component.
Alternatives to Livecare Support
Livecare Support is not the only product that offers remote desktop access. A comparison table is published in this wilipedia; please refer to this link.
Company history
Icona designs and creates Internet software products, applications and services for consumer and business activities.

First established as a Società a Responsabilità Limitata (Limited Company) in the city of Cremona back in June 1996,
Icona was converted into a Società per Azioni (Public Limited Company) in 1998 and its capital is still in the hands
of its original shareholders, all directly involved in the running of the company.

1998 was the key year in the firm’s business strategy. It was in October of that year that Icona released c6 messenger for Telecom Italia ISP Tin.it,
the first Instant Messaging service based on their own OFS CHAT IM software framework.

In June 2000 Icona launched Livecare.

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