The deployment of Support.com Cloud's SeeSupport live video stream feature is super easy and requires minimal resources required of the support teams and the customer.


Why is a live video feed or a still photo so valuable?
Enhance the agents ability to provide a solution to a customer by allowing them to show the agent the issue, instead of just describing the issue. Support.com Cloud SeeSupport feature allows the agent the ability to request access to the customers rear facing camera on their mobile device. This allows the agent to essentially have "eyes on the problem".


What can SeeSupport do for the agent?
SeeSupport is built right into Support.com Cloud and delivered along with real-time issue resolution guidance. It allows the agent "eyes on the problem" with little effort on the customer. Examples of how SeeSupport could be used include:
  • Quick assessment of wiring, error codes,setup
  • Assist customer install of wireless routers, security cameras, motion sensors, cable boxes – as effectively as if you were there in person
  • Check the connections between Internet of Things (IoT) devices in the ecosystem
  • Inspect incorrectly attached wiring on entertainment systems, gaming consoles, laptops

Checking the wiring on TVs and entertainment systems, gaming consoles, thermostats Installing security cameras, wireless speakers, motion sensors Doing QA of on-site work without leaving the office Verifying equipment malfunction or damage before approving claims or authorizing returns Checking your field reps’ work sites before they leave the premises Diagnosing and repairing issues remotely thereby reducing unnecessary field visits or truck rolls - See more at: http://www.support.com/see-support/#sthash.fqDTcxX3.dpuf


How do I deploy SeeSupport in my network?
Deploying SeeSupport is very simple and requires minimal changes to any network. Support.com Cloud's SeeSupport is implemented over WebRTC with OpenTok SDK. The core protocols providing WebRTC security are SRTP for media traffic encryption, and DTLS-SRTP for key negotiation, which are defined by the IETF.

See the following technical specs for details.


SEESUPPORT TECHNICAL SPECIFICATIONS


Requirements for device owners

  • Device OS: Android 4.4 and above or iOS 8 and above.
  • Internet Connection: 4G/LTE or WiFi
  • Minimum Bandwidth: 600 kbps

Requirements for support teams

  • Browser: latest release version of Google Chrome (v45 and above) or Mozilla Firefox (v40 and above), IE 11 with ActiveX Plugin. 
  • OS: Windows 8.1 and above
  • Minimum Bandwidth: 600 kbps per media stream
  • Network Connectivity:
    • Minimum Requirement: TCP port 443 must be open, and allow for non-TLS, non-web traffic to pass (some firewall/proxy rules only allow for SSL traffic over port 443)
    • Better Experience: Open UDP port 3478
    • Best Experience: Open UDP ports 1025 - 65535