TeamViewer has updated its Tensor solution , a cloud-based SaaS connectivity platform, introducing new remote support features that contribute, as well as improve efficiency a, to ensure personal distancing. The main novelties are the support multi-tenancy , co-browsing and integration with TeamViewer Pilot .

Co-Browsing, to support users directly from the TeamViewer site

The TeamViewer site already includes a chatbot that guides users in choosing the right solutions for their needs, as well as solving some technical problems. Artificial intelligences are not always able to respond to all problems and consequently it is always essential that there is someone behind them ready to intervene.

The technicians TeamViewer now have a new tool to support customers: co-browsing . Customers do not need to install any software and the data transferred can be restricted in advance by the provider so that text entries, such as passwords, are not shared. The entire support session is always limited to the single screen and the support agent cannot see which websites are open or if other programs are running on the PC.

Multi-tenancy and TeamViewer Pilot integration

Multi-tenancy support is a feature that will be particularly appreciated by large companies, those that have multiple branches or different internal divisions. The introduction of multi-tenancy allows you to unite the administration of these entities, while ensuring the separation of content and access rights.

Smaller admin teams can now support a large group of organization users and manage organization-wide licenses through a centralized system, as well as evaluate additional requirements using specific reports. The integration with Pilot, on the other hand, further simplifies remote assistance , which can leverage augmented reality to give precise indications, share documents, make annotations, insert markers and hand drawings to highlight the areas to be checked: let’s think for example of the complexity of a wiring, or the situations of assistance to complex machinery. Pilot works on both PC and smartphone, so as to allow maximum versatility.

“ Mobile applications and websites have always been important channels for the interaction of our customers with their customers, and perhaps even more since the COVID – 19 led to the reduction of physical encounters between people “- commented Alexander Post , director of product management of TeamViewer – “ Providing dedicated support in an application or while visiting a website is a sensitive issue in terms of privacy. We are pleased that thanks to the Mobile SDK and the co-browsing function we can offer innovative and GDPR compliant possibilities. Our business customers also face the challenge of creating highly accessible remote working solutions, safe and economical. For this reason we are constantly expanding the specific features of the home office for companies and with Security Screen and Conditional Access function, we are also placing a strong emphasis on security “.