E-Mail Software is suited for customer service personnel.
Press Release Summary:
EmailAssist(TM) integrates into SupportSoft Intelligent Assistance Suite(TM) to combine email and chat functionality into single view. Product provides information about user's problem resolution history, and helps analysts access automated resolutions, auto-suggested templates, and customer self-service links. Featuring automatic e-mail assignment, software also includes dashboard which enables tracking average handle time and service level standards.
Original Press Release:
SupportSoft Introduces EmailAssist(TM)
New Email Tool Enhances Functionality in Intelligent Assistance Suite(TM)
REDWOOD CITY, Calif., Dec. 19 -- SupportSoft, Inc. (NASDAQ:SPRT), a provider of software and services that automate the resolution of technology problems, today announced the availability of EmailAssist(TM). EmailAssist integrates into the SupportSoft Intelligent Assistance Suite(TM) to combine both email and chat functionality into a single view. As a result, customer service representatives or IT help desk experts can more efficiently address issues and questions from customers and employees.
SupportSoft EmailAssist features also include:
o Unified Chat and Email History -- To enable help desk or customer
service personnel to have a complete picture of the customer or
employee's problem resolution history, no matter the form of
communication
o Automatic Email Assignment -- To ensure that employee and customer
requests are being handled efficiently, EmailAssist intelligently
routes requests to the most appropriate available analyst
o Integrated Knowledgebase Content -- To speed the resolution of problems
and inquiries, analysts have access to rich content including automated
resolutions, auto-suggested templates and customer self-service links
o Performance Monitoring and Reporting -- To better track analyst
productivity, EmailAssist's dashboard provides a unified and real-time
view of analyst productivity to better track average handle time and
service level standards
According to industry analyst firm Forrester Research, "The addition of an email response product later this year to accompany its knowledgebase and incident tracking capabilities will put [SupportSoft] squarely in eService suite territory. With its history of remote diagnostics and self-healing for both consumer technology and communications, SupportSoft has a proactive approach to identifying and resolving hardware and software problems with some dramatic results. Companies providing technical support for Internet enabled devices should see how SupportSoft could further streamline problem resolution and deflect additional live agent interactions."(1)
About SupportSoft
SupportSoft is a provider of software and services that automate the resolution of technology problems. Digital service providers benefiting from SupportSoft solutions include Belgacom, BellSouth, Bharti Airtel, Charter Communications, Comcast Communications, Cox Communications, Time Warner, TeliaSonera, UPC and Verizon. Enterprises that have licensed SupportSoft products include ADP, Bank of America, BT, Kimberly-Clark, Sony and Symantec. Managed service providers that utilize the Company's solutions to provide outsourced services to their enterprise customers include CGI, CompuCom, CSC and IBM Global Services. For more information visit www.supportsoft.com/ .
(1) "The Forrester Wave(TM): eService Suites, Q2 2006," Forrester Research, Inc., May 2006
Source: SupportSoft, Inc.
CONTACT:
Jennifer Massaro
SupportSoft, Inc.
650-556-8596
jennifer.massaro@supportsoft.com
Web site: www.supportsoft.com/
