ScreenMeet: A Modern Upgrade from Legacy Remote Support Tools
Modern, Integrated Solution
ScreenMeet surpasses outdated legacy tools with an intuitive and integrated solution.
Seamless Productivity
Say goodbye to clunky interfaces and embrace a powerful, user-friendly experience.
Enhanced Security
Fully embedded within ServiceNow, ScreenMeet ensures Enterprise-level data protection.
More Enterprises Switch to ScreenMeet
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Boost Enterprise Efficiency with ScreenMeet Remote Support
Switch to ScreenMeet for unmatched remote support that helps your team achieve more resolutions in less time, with less frustration.
Seamlessly integrated with ServiceNow, ScreenMeet empowers your team to resolve tickets faster and streamline workflows directly within the platform.
Maximize productivity by leveraging AI Assist and AI Summarization to further reduce resolution times.
How Do Remote Support Features Stack Up?
Remote support has been around for over 20 years, and while certain features are standard across platforms, not all are created equal. The difference with ScreenMeet is clear—and game-changing.
ScreenMeet delivers a superior remote support experience that outshines legacy tools. We’re confident you’ll see the benefits, which is why we encourage you to take your time comparing and encourage you to start with a free trial. No rush, no pressure—just the best solution for your team.
When you’re ready, our Customer Success Managers will help you migrate quickly from start to finish.
|
Evaluation Criteria |
ScreenMeet |
Legacy Remote Support Tools |
Impact |
|
Standard remote support features |
Yes |
Yes |
Although the functionality may be similar, our ease of use and user experience differ entirely. |
|
Generative AI assistant |
Yes |
No |
Agents get real-time answers to technical issues. |
|
AI Summarization |
Yes |
No |
Seamlessly generate detailed resolution and work notes from remote support sessions, utilizing advanced AI technology |
|
Integrated Reporting |
Yes |
No |
All remote support data available for integration into ServiceNow ITSM reporting |
|
Free from vendor branding |
Yes |
No |
Create a professional experience free from vendor branding. |
Sophisticated to Boost Agent Productivity
Whether it's the ScreenMeet UI, the no-latency factor, and a faster resolution for first-time tickets, you'll find sophistication and simplicity in just about every feature.
When agents find applications easy to learn and use, they adopt them and become more productive.
|
Evaluation Criteria |
ScreenMeet |
Legacy Remote Support Tools |
Impact |
|
Browser-based Interface |
Yes |
No |
Zero agent downloads reduce friction for agents to use remote support and drive faster ticket resolution, making agents more productive. |
|
Embedded in ServiceNow Interface |
Yes |
No |
Seamless user experience. Agents don’t need to switch to another application because our solution is embedded in ServiceNow. Agents can easily access remote support from a single cockpit for one end-to-end workflow for support ticket resolution, making them more productive. Legacy tools require agents to look at a separate screen and use a different technology workflow. |
|
Embedded session initiation for the agent |
Yes |
No |
Our solution is accessible directly from the ServiceNow UI, boosting agent productivity. |
|
Automated session data logging |
Yes |
No |
Automatic remote session logging into ServiceNow for a seamless journey. This saves time from manual tasks like copying and pasting. |
|
Modern interface design principles |
Yes |
No |
Our interface is clean and beautifully designed, making agents more efficient—fewer clicks to get work done. |
Deliver Better Employee Experiences
Drive higher employee satisfaction ratings with easy-to-use remote support software that agents like using.
|
Evaluation Criteria |
ScreenMeet |
Legacy Remote SUpport Tools |
Impact |
|
Modern UX |
Yes |
No |
Employees appreciate the clean user experience, contributing to their overall experience. |
|
Multi-channel support |
Yes |
No |
Employees get faster ticket resolution with our integrated approach to IT Service. |
|
Low-latency |
Yes |
No |
Global cloud infrastructure is closer to your end-users, producing a snappy, low-latency experience for employees and agents. |
|
Integrated workflow for session initiation for employee |
Yes |
No |
Our solution sends links to customers from ServiceNow, making it easy for employees to find and join, reducing effort. |
Enterprise Grade Security
|
Evaluation Criteria |
ScreenMeet |
Legacy Remote Support Tools |
Impact |
|
Role-Based Access Control from ServiceNow |
Yes |
No |
Legacy tools require separate login credentials, increasing security risks. Our solution lets agents use their existing ServiceNow credentials and skip logging in again to access the remote support tool. |
|
Flexible data storage options |
Yes |
No |
Flexible data storage options for cloud providers like AWS, Azure, and ServiceNow storage let you store data in your cloud in designated geographies. |
|
Geo-fencing |
Yes |
No |
Geo-location safelist configuration control. You can specify or restrict session transmission and data storage geo-locations to comply with country-specific policies. |
|
Account Management from ServiceNow |
Yes |
No |
Seamless and secure authentication. ScreenMeet reduces account provisioning and de-provisioning overhead. Once you’ve installed our solution in your ServiceNow instance, agents don’t need to do anything else—it just works. |
Enterprise Grade Performance and Availabiltiy
The snappiness of an application and its up-time directly impact agent and employee productivity and satisfaction.
|
Evaluation Criteria |
ScreenMeet |
Legacy Remote Support Tools |
Impact |
|
Proven Cloud infrastructure |
Yes |
No |
We’re built on AWS, a leader in the Gartner Magic Quadrant for Cloud Infrastructure and Platform Services for 12 years. |
|
Unlimited user capacity |
Yes |
No |
Our solution lets you scale your organization without ever hitting a wall. |
|
Available in all regions |
Yes |
No |
We comply with data residency requirements and deliver our service globally. |
|
Low-latency |
Yes |
No |
Global cloud infrastructure is closer to your end-users, producing a snappy, low-latency experience for employees and agents. |
ROI - Faster Time-to-Value
The return on investment in remote software can differ greatly, so let's compare the time it takes to set up, train agents, and go live with remote software.
|
Evaluation Criteria |
ScreenMeet |
Legacy Remote Support Tools |
Impact |
|
Native integration |
Yes |
No |
ServiceNow integration at a deeper level. Better and more robust quality integrations right out of the box mean you deploy instantly with almost no training and can access more data across technology workflows. Legacy tools require more time and money to customize each integration manually. |
|
3-step installation and configuration in less than 30 minutes |
Yes |
No |
Because our solution is deeply embedded in ServiceNow, you can configure the application in less than 30 minutes and go live super-fast. Legacy tools provide complex half-baked integrations. |
|
Customer Success resources included |
Yes |
No |
Our customer success team works with each customer to ensure their successful go-live and adoption. |
ROI - Lower Total Cost of Ownership
The total cost of ownership of remote desktop software is shaped by the deployment model, pricing model, and customer success.
|
Evaluation Criteria |
ScreenMeet |
Legacy Remote Support Tools |
Impact |
|
Seamless Integration |
Yes |
No |
Customers such as ServiceNow, who switched from a legacy remote support tool to fully embedded ScreenMeet, have experienced complete ROI in just months, reduced Incident handling time by 50%, and experienced significant operational savings. |
|
Usage-based pricing |
Yes |
No |
Legacy tools use a named user or concurrent user pricing, so you waste money if you buy more capacity than you use. Our active user pricing model ensures alignment with your successful use. |
|
Customer Success |
Yes |
No |
Our customer success team is included in your product subscription. |
See why enterprises are migrating to ScreenMeet
Take the first step to improve your IT Help Desk needs.
Schedule a time with a ScreenMeet Consultant to walk you through:
- How to improve agent productivity
- How to improve employee satisfaction
- How to satisfy enterprise requirements
- and what to expect from a migration that’s as quick as 30 minutes within ServiceNow.
Learn More
