Join a Webex Support Session

Webex is a tool FIPCO® uses for customer support and technical troubleshooting. It allows FIPCO support staff to start a Webex support call where the customer’s computer can be viewed by FIPCO via the Internet. This tool can be used to perform training sessions, demonstrate software, and to solve customer support calls. Both parties view the same information and the users can have an interactive session with the FIPCO staff member, thus making it an excellent learning tool. The transactions performed are channeled through a secure server at the Webex sites throughout the United States.

Per Webex,  “everything you share, say and type is protected by end-to-end encryption.  And thanks to Cisco’s high security standards, Webex products are some of the most secure collaboration tools available.  With some of the most advanced security in the collaboration industry, you know your data, conversations and files are always protected. We keep your information protected from the impact of any breach.  The Cisco Webex Cloud is a global, enterprise-scale network designed specifically for highly secure delivery of on-demand applications. It offers a scalable architecture, consistent availability, and multilayer tenant security validated by rigorous independent audits, including SSAE-16 and ISO 27001.”

The Webex session is very easy to setup. 

  • While on the phone with a FIPCO staff member you will be directed to a website which will be used for viewing your computer. 
  • You will be prompted to enter your name and a session number given to you by the FIPCO staff member. 
  • You will then be prompted to allow a Webex security plug-in to be installed. This is a very small piece of software that attaches itself to your Internet web browser allowing an extra layer of security. The only time this plug-in is active is when you are using the Webex session. You will not experience anything different with the use of your computer or Internet during the session or after. 
  • Lastly, you will be prompted to allow desktop control be taken by the FIPCO staff member, or you can keep control and let the staff member view your desktop. By accepting this, the FIPCO staff member will work to quickly analyze and remedy the issue. The customer may take control of their computer back with a simple click of the mouse at any point when the FIPCO staff member has control. 

There are a number of circumstances when Webex is useful when working with FIPCO staff such as assisting with Admin and Runside Support Q&A, demonstrations of Compliance Concierge™ and accompanying integrations, remote training sessions,  and technical support assistance including assisting with update installations and server conversions, just to name a few. 

FIPCO continues to find new uses for Webex. You can put Webex to work the next time you need assistance from a FIPCO software support specialist.