Telcos Do Remote Desktop Support, Do you?

"As adoption of broadband services continues to incline, telcos like phone, broadband, and digital TV services provider Windstream Communications are faced with a consumer conundrum: servicing not just tech-savvy users but nontechnical customers as well. The $3.2 billion company--formed through the spinoff of Alltel's landline business and merger with VALOR Telecom--faced an uphill battle, though. The telco grappled with high call volumes while operating with no insight into consumers' PCs, no automated self-service choices available to customers, and no other tech support channels aside from phoning Windstream's service reps, according to Dave Fritz, senior vice president of IT at Windstream. "

Many ILEC's do remote desktop support. What are you doing?