Software provides solution for service desk analysts.
Press Release Summary:
SupportSoft Accelerator integrates support automation technology with BMC's Remedy call tracking interface, allowing service desk analysts to resolve incidents. It enables automatic population of system diagnostic data from user's machine to existing Remedy system and access to problem resolution tools from within Remedy interface. It features single-click-fix SupportActions(TM) that resolve common problems automatically.
Original Press Release:
SupportSoft Announces Accelerator, Enabling IT Help Desks to Reduce Problem Resolution Time and Increase User Satisfaction
-- SupportSoft to Provide Problem Resolution and Call Tracking Integration with BMC Remedy --
LAS VEGAS, April 30 / / -- Help Desk Institute Annual Conference & Expo -- SupportSoft, Inc. (NASDAQ:SPRT), a leader in technology problem resolution, today announced the introduction of SupportSoft Accelerator, a new product that fully integrates the benefits of SupportSoft's patented support automation technology within Remedy's call tracking interface. The ready-to-deploy solution, which helps companies to resolve technology problems more quickly with fewer steps involved, can help reduce desk-side visits by up to 15%, reduce call handle time of repeat problems by up to 60%, and help reduce escalation of calls to level 2 help desk analysts by up to 20%(1).
SupportSoft Accelerator is specifically designed to integrate with existing Remedy deployments, and was developed as an out-of-the-box solution after implementing customized integrations with Remedy at Fortune 500 enterprises. SupportSoft is a certified Technology Alliance Partner with BMC's Remedy Action Request System, a consolidated service process management platform for automating and managing service management business processes.
Capturing accurate and detailed diagnostic data during a technical support call is a time consuming process. In order to better track and resolve incidents, service desk representatives must get each piece of diagnostic data by guiding end-users through each step of unfamiliar screens, or by manually collecting this information themselves. With SupportSoft Accelerator, service desk analysts can more quickly resolve incident via:
o Automatic population of system diagnostic data from the user's machine
into their existing Remedy system
o Access to tools that help speed problem resolution from within the
Remedy interface
o Single-click-fix SupportActions(TM) that resolve common problems
automatically
SupportSoft Accelerator helps enhance the quality of interactions between users and analysts, helping to make analysts more efficient and users more satisfied. Moreover, by taking away the time-consuming and manual steps involved in solving problems, resolution time is shortened.
"We have taken a proven solution and built it for easy integration with BMC Remedy in order for companies to help reduce problem resolution time and increase user satisfaction," said Anthony Rodio, chief marketing officer for SupportSoft. "SupportSoft Accelerator can help fix more problems in a shorter amount of time, and enable companies to see trends and focus on preventing problems from happening in the first place."
SupportSoft Accelerator is expected to be available by the end of June, 2007.
About SupportSoft
SupportSoft (NASDAQ:SPRT) is a leading provider of technology problem resolution software and services. The Company's solutions reduce technology support costs, improve customer satisfaction and enable new revenue streams for companies reaching 50 million users worldwide. The Company has expanded its offerings and now provides Instant Technology Relief to frustrating technology problems directly to consumers at www.support.com/. For more information about the Company and its corporate offerings, visit supportsoft.com/; for Instant Technology Relief(SM) to consumer technology problems, visit www.support.com/ / or dial 1-800-PC-SUPPORT.
Source: SupportSoft
CONTACT: Jennifer Massaro of SupportSoft, Inc., +1-650-556-8596, jennifer.massaro@supportsoft.com
Web site: http://www.supportsoft.com/
http://www.support.com/
