The #1 remote support solution in Europe is now making a splash in North America. In a briefing last week, NTRglobal, whose headquarters are in Barcelona, said they are getting more visibility on this side of the pond for their hybrid remote/proactive support solutions, and with a recent round of funding (€22 million/$34 million–oh, how the dollar has fallen) they are investing heavily in their SaaS platform. I including NTRglobal in my recent research report, “SSPA Research Product Comparison: Remote Support Platforms.”
What I think is unique about NTRglobal is that remote control/remote support is only a part of what they do. Right after our Spring conference I wrote a post about how many areas of customer service are merging, and I published a follow on article with more detail (Blurring Boundaries Complicate Tool Selection). One area I haven’t talked about much is the merging of remote support with proactive support. While remote support today means connecting to a piece of customer equipment while they are on the phone with you, proactive support means being alerted to problems and fixing them without ever interacting with the customer–just their equipment.
NTRglobal has bridged this gap. (more…)