Support.com, which provides turnkey tech-support services for enterprises, on May 19 unveiled Nexus Connect SDK, a software development kit that mobile app developers can use to embed advanced functionality into iOS and Android applications.
Support.com's frontline software, Nexus, provides the core of its cloud-based solution for Support Interaction Optimization (SIO). Nexus integrates with existing contact center software and acts like a road map for agents, presenting them with guided paths that provide guidance during each customer interaction.
The ability to provide these capabilities natively in mobile apps is part of Support.com's strategy to better address the Internet of things in addition to traditional IT.
Using the new SDK, developers of any IoT or other mobile application can provide their end users with direct access to Nexus-enabled support agents through remote diagnosis, repair and configuration management, videocam remote video support service, remote control and co-browsing of the device or app, or live chat.
Agents provide support using Support.com's Guided Paths, IT that sits at the heart of Nexus and acts like a GPS by providing step-by-step directions for addressing complex issues. In combination with the advanced functionality enabled by the Nexus Connect SDK, Guided Paths help reduce the time required to resolve issues and virtually eliminate the need for second and third calls, Support.com said.
The Nexus Connect SDK is available via download from the Support.com developer site. Support.com is based in Redwood City, Calif.