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With increasing digitization, the IT infrastructure in companies is also growing. In addition to the traditional computer in the office, many employees use mobile devices such as smartphones and tablets – or work entirely from home. At the same time, more and more companies are producing across locations, offering services around the world and also serving their customers remotely.
With it becomes professional remote maintenance more and more important and useful. With their help, you and your experts no longer have to travel long distances, can answer questions “remotely” in an uncomplicated manner, and can quickly call in an expert in the event of major problems.
So what are the most common tools for remote maintenance and remote support, how do they differ and how can Augmented Reality help with this?
Remote systems provide access to computers, servers or networks when you are not on site yourself. Or to put it simply: several devices are connected to each other and controlled in this way. This does not have to be complicated: There are now very user-friendly programs that make remote access as easy as possible and also score points with inexpensive licenses.
Remote systems are often used in IT administration and IT service. Instead of long explanations on the phone, the IT staff quickly access the third-party device via the Internet or the company network and take a look at the problem themselves. They then operate the other computer almost as if they were sitting in front of it themselves or holding the smartphone in their hand. This way, the experts can quickly activate the right function or show the colleague the setting in the menu. With the right remote program, this remote access runs easily, securely and almost without delay.
This is not only helpful for computer problems. In particular, the maintenance, repair, assembly and commissioning of machines can be optimized with the help of remote software. Especially useful for this are professional solutions that Smart Glasses support, at ALEGER we offer you these complete solutions.
With ALEGER, you reduce response times and save travel time for your field and service staff. Since we deliver the system to you as a complete solution, the data glasses arrive already set up – so you don’t have to worry about installation and can start using the device right away. The data glasses used HMT-1 from RealWear are specially designed for field service: The battery lasts long, temperature fluctuations or shocks, wetness and dust do not bother it.
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A remote connection is established over a shared network between two devices. The Internet is often used for this – with secure encryption, of course. Direct connections via the intranet or other closed company networks are also possible. Usually both sides need an ID and a password.
In addition to screen transmission, you can communicate via video, chat or audio, and files can also be transmitted. This way, your experts not only see “through the eyes” of their colleagues, i.e. their screen, but can also provide them with necessary documents in an uncomplicated way. This all happens in real time, but depending on the software, slight delays may occur.
The potential is great and so are the areas of application. Accordingly, several providers of professional remote programs already exist on the market. Here you will find a selection of the most popular tools. Of course, all these systems can also be used for the data-protected home office.
The best-known remote software comes from the German company TeamViewer. The cloud software can be used on all operating systems and connects users’ devices via a worldwide router network. TeamViewer remote connections are encrypted end-to-end. This means that only the sender and receiver can decrypt the data. The content is thus protected and cannot be read even by “intermediaries” such as the software manufacturer or the telecommunications provider.
With TeamViewer, they can access the foreign end device with a few clicks and control it like your own computer. The TeamViewer web client is new: All functions can be used via the browser, the program only has to be installed on the target device. This can be practical if a support employee does not have access to his own computer at the moment or he is not allowed to install software.
Why can it still be worthwhile to look for alternatives? Even though TeamViewer’s licensing models are quite attractive for companies – other remote software often performs better in a cost comparison. And: In some tests, TeamViewer was slower than the competition and showed greater latency.
So what are the alternatives to TeamViewer?
In comparison with the top dog, the platform-independent remote program Anydesk scores better in several ways: picture quality and delay show best marks for remote access. The price of the entry-level versions for solo users and small teams is lower than that of the competitor TeamViewer. Anydesk offers similar features and does not miss anything in a direct comparison.
In addition to the remote maintenance options, the software also places a strong emphasis on the home office: with Remote Printing, for example, employees can access the company printer from home and thus easily send documents to employees on site. For security, Anydesk offers so-called whitelisting in addition to online banking-like encryption with TLS1.2: This allows you to specify individual users who can access your computer and automatically exclude all non-listed users.
Another TeamViewer alternative is Cisco WebEx. In addition to virtual meetings and streams, the Cisco WebEx remote software also enables remote support via access to the PC. Business customers can even combine this with a queuing and ticketing system. If the support demand is greater than expected, the program automatically allocates waiting slots. Your experts can then handle the rush by working through the queue or submitted support tickets in order. This is a clear advantage that TeamViewer does not offer.
In turn, just like Anydesk, WebEx is not web-based, so it does not run in the browser like TeamViewer. Therefore, the software must be installed on all users’ computers. In addition, the user interface does not look quite as modern and can easily overwhelm at the beginning. Nevertheless, Cisco is a good entry into the world of more complex remote maintenance systems.
Remote access to foreign computers and mobile devices thus offers many possibilities. But your employees don’t always sit at their computers in the office; they need support on the road. This is possible on mobile devices. In some work environments and professions, it can make sense to go one step further – with the help of augmented reality.
Whether you are using a “classic” mobile device on the road or a Head Mounted Displays In both cases, the camera installed in the respective device takes over the video stream. Mobile devices have the great advantage that they are extremely easy to use – and we almost always carry them with us.
The big win with head mounted displays, on the other hand, is that your employee is hands free on site. He only operates the glasses with voice control and can thus concentrate on his work. Of course, depending on the desired use, here you need a smart glasses or a Mixed Reality Glasses . So which programs are suitable for remote support with augmented reality?
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Most remote maintenance programs were designed for use via PC, as well as on smartphone and tablet. Few solutions have been specifically designed for use as AR remote maintenance tool designed.
TeamViewer now also supports AR use with data glasses and offers special solutions for industrial customers with the help of purchased software products from Ubimax. Nevertheless, competing products can already look back on many years of experience in the AR field. A comparison is also worthwhile here.
The video conferencing tool from Microsoft is already included in all MS Office packages for companies. The software package offers the advantage that all MS Office products are coordinated with each other and teams integrate well. What many do not know: MS Teams can also do augmented reality. In addition to the well-known and popular video call function, Teams also offers an inexpensive and secure option for (simple) AR support.
Cisco WebEx can already be used free of charge with data glasses as a “freemium” version, but more advanced functions require a license. This is already the case, for example, when you want to add multiple hosts or users to a conversation. One advantage for simple video calls where several people share a camera is automatic person recognition: active speakers are assigned a name tag thanks to artificial intelligence.
The EvoCall software has been specially developed for use in remote maintenance. It connects data glasses with smartphones, tablets and PCs. Access is possible both via the browser and via a dedicated app. A high encryption standard ensures security, and depending on your needs, EvoCall is used as cloud software or installed on your system. A plus point is that conference calls allow several experts to be called in at the same time for remote maintenance.
In summary, the various remote support systems offer a wide range of functions. from video telephony to professional remote maintenance with or without AR glasses. Free variants allow you to try out some of the features and test initial use cases. In particular, remote connectivity with data glasses offers great potential for industry and a big step toward Smart Factory .
Do you want to try it out? Contact us.
Of course, you can buy the best smart glasses at ALEGER. We will also be happy to advise you on the selection and areas of application.
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