We use LogMeIn Rescue Remote Access to provide support to our customers worldwide. When logged on to the customers equipment laptop, from our UK base, we are able to run the equipment for fault finding, software upgrades etc. LogMeIn is a fantastic tool and has saved us and our customers a lot of time and cost.
LogMeIn has a message box so that we are able to communicate with our customers while online. There are times though where we would find it easier to speak to them than to have to write messages, especially if we are providing online training or explaining a new feature on the program.
We have used Skype but this requires the customer to set up a seperate computer which is not always that easy. We could use the phone but apart from the cost that has also been a problem if they haven't got a phone near the equipment.
We would like to find a VoIP package that we could use on the same laptop that runs the equipment.
My main concern is that running the remote access and the VoIP at the same time could affect the running of the program that runs the equipment. The VoIP needs to sit in the background so that we are able to speak to the customer and run the equipement software at the same time.
Does anybody have any experience of this? Is there a certain type of VoIP package I should look for? I have heard of someone using an ActiveX VoIP but do not know what the advantage/ disadvantage is.
Any advice gratefully received.
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