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Reach℠

Remote Support Platform

Diagnose, Troubleshoot, and Resolve from Anywhere in the World

Explore Features

Reach is our flagship remote support platform designed to streamline troubleshooting, reduce costs, and enhance your business’s customer satisfaction.

Key Benefits

Put money and time into scaling your business, not into mobilizing inefficient support.

Up to 90% shorter call times

Up to 75% fewer technician visits

Up to 75% reduction in product returns

Streamlined field testing & support

Core Features

A Platform That Goes Beyond Telematics

Equip support teams with the tools they need to keep your products, equipment, and machinery running.

Real-Time Device Communications

  • Access and control devices remotely
  • Read status updates and send commands for immediate action
  • Enable efficient troubleshooting and maintenance without on-site visits

Interactive Chat

  • Facilitate seamless communication between support staff, technicians, and users
  • Share text and multimedia files in real-time
  • Enhance information exchange during support sessions

Video Sharing

  • Utilize live video feeds from field technicians for visual troubleshooting
  • Implement markup overlays for precise guidance
  • Capture screenshots and record videos for documentation and training

Screen Sharing

  • View and control remote screens across various devices and platforms
  • Address issues by seeing exactly what the user or technician sees
  • Streamline the problem-solving process with direct visual access

Media Editing

  • Edit screenshots and images in real-time to enhance communication
  • Add annotations or shapes to highlight key points
  • Share edited media instantly or save for future reference

Customization Options

  • Tailor the platform to your specific needs with custom features
  • Develop integrations that fit seamlessly into existing workflows
  • Work with our expert team to address your unique challenges

Additional Features

Enhance your support capabilities with these supplementary tools:

session history in Reach on a laptop

Session History

Data That Works for You
  • Maintain a comprehensive record of all support interactions
  • Access detailed logs of messages, shared media, and support agent notes
  • Track session duration and assigned support agents
  • Easily retrieve past sessions using device or session ID
  • Analyze trends and improve support strategies with historical data
Custom Reach UI

Custom User Interface

Tailored to your brand and workflow
  • Tailor the interface to match your specific workflow and processes
  • Integrate with your existing systems for seamless data flow
  • Configure user roles and permissions to control access
  • Custom design to align with your visual brand language
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See Cygnus Reach in Action

Your Secure Gateway to Remote Support

Empower support teams with robust, user-centric tools that prioritize data security while streamlining operations.

Simple Secure Connections

  • SDKs handle encryption, secure data storage, and authentication protocols
  • Robust security measures minimize vulnerabilities specific to remote access
  • Regular platform updates ensure ongoing protection

User-Controlled Access

  • End users initiate and control remote sessions
  • Granular permission management for each session
  • Only authorized agents invited by the user can gain access

Data Protection

  • All cloud platform traffic encrypted in transit
  • Zero storage of end-user personal information within Cygnus network
  • Industry-leading privacy protection measures

Flexible Security Options

  • Adaptable security features for various industry needs
  • Multiple encryption algorithms and strong authentication protocols available
  • Role-based authorization for enhanced access control

Secure Bluetooth Connections

  • Industry-standard encryption and authentication for Bluetooth Low Energy (BLE)
  • Options for different security levels, including encryption-only and encryption with authentication
  • Proximity-based access requirements for added security

Role-Based Access Control

  • Define user roles and permissions through the secure Cygnus Reach portal
  • Unique encryption keys generated for each role
  • Swift key revocation and update process in case of suspected breach
Download Security White Paper

Your Reach Expertise Hub

Dive deeper into Cygnus Reach with our comprehensive documentation and hands-on experience. Create an account on the Reach Portal to access detailed guides, API references, and use cases. Explore our resources to understand how Reach works, and give it a try to see firsthand how it can transform your remote support capabilities.

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Unlock Your Business Potential with Reach

Stop losing money on ineffective support. Our data-driven solutions empower your support teams to reduce costs and improve efficiency.

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