I do not know for sure what the company that I work from home for uses to manage the remote use on their servers with our call taking.  But we  also do sometimes have issues and have to have technical support remotely.  Uplogix is a company that offers remote management solutions for companies to utilize IT resources at different locations.  It allows the network to be connected so that IT administrators can get things back and up and running from different locations and saves money on travel and staffing since things can be done for more than one location at a single location.  They even the strongest encryption and security to make sure that a companies information is well protected.