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	Issue TOC Print full article Print this page Download as PDF E-Mail this URL Flame the author     In this article Introduction NetSupport Manager 7.0 CrossTec Corp. NetOp Remote Control 7.01 Symantec Corp. pcAnywhere 10.5 Other Products Reviewed Executive Summary How We Tested Report Card, Part I Report Card, Part II

The estimated cost to manually support 2,500 desktops over a three-year period at best would be greater than $650,000, at worst $5.5 million, according to Gartner. This is based on the number, complexity and types of calls and the time needed to address each call. It does not include costs of dispatching technicians, user downtime, and the salaries of support personnel, who comprise the bulk--35.9 percent--of internal IT staffers.

That's why you need remote-control software. It can reduce the cost of supporting client desktops, cut the cost of server administration and make your telecommuters more productive. Even small companies that have extended their reach via the Web are seeing a spike in consumer demand for more interactive online support methods. E-mail doesn't cut it if your competitor has instant-chat capabilities.

We gathered a herd of remote-control tools, best-of-breed products as well as components of desktop-management suites. Not surprisingly, best-of-breed solutions held the top spots. NetSupport Manager took top honors because of its excellent performance, enterprise-class deployment and manageability, and reasonable price.