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Control-F1 is leading the Support Automation industry by providing a complete and automated support desk solution. Cost reduction through enhanced support operation efficiency, improved corporate productivity, and increased customer acquisition and retention are benefits of Control-F1’s products and services. For more information, please visit www.control-f1.com.
SupportBridge Live Automation Live Automation, Control-F1’s live support solution, optimizes the technicians’ contact time by facilitating a less expensive channel of interaction for live support and by automating detection, diagnosis, and repair in the live support process.
• Live Chat and Desktop Sharing provide the platform for enhanced remote interaction between technicians and customers, removing the need for time-consuming manual support (telephone, e-mail, desk side) and reducing customer downtime.
• Automated Repair Tools provide the technician with diagnostic information about the customer’s computer, instantly and accurately. Predefined automated tasks gather information and invoke change for commonly recurring problems.
• Advanced Repair Tools enable the technician to configure the customer’s computer remotely. The technician can access critical operating system properties, such as the file system or the registry, in order to resolve technical issues efficiently and effectively. In cases where the customer’s login profile is restricted from performing certain activities, the technician can remotely assign temporary administrative credentials to the customer in order to perform these repair functions—without requiring the customer to log out.
• Advanced Workflow Processing enables many deployment options and ensures that SupportBridge reinforces the objectives of your support desk. When customers request assistance through a web site, the support desk can mimic its telephone-based processes through queuing, routing, escalation, and consulting routines. Integrated tools and logging create a single, seamless experience from the customer's perspective, while issues can be escalated through the workflow until resolved.
Live Automation brings technicians and customers to resolution faster!
SupportBridge Self Service Automation Self Service Automation, Control-F1’s self service application, empowers customers to resolve their own computer problems through Internet and intranet access to solutions.
• Automated Detection, Diagnosis, and Repair empowers customers to fix computer problems, leading to significant call avoidance.
• Single-Click Access is embedded in knowledge articles, web sites, and other content sources, allowing customers to engage automated solutions without technician intervention.
• Integrated Workflow allows customers to be escalated to Live Automation at any time while maintaining a seamless experience from the customer’s perspective.
• Reporting keeps track of customers in the self service channel and provides statistical data on timely issues, allowing immediate improvements to support response strategies.
Self Service Automation empowers customers to resolve their own computer problems!
SupportBridge Self Healing Automation Self Healing Automation, Control-F1’s self healing solution, transforms support organizations from reactive to preventative.
• Automated Monitoring tracks critical systems such as the file systems, the registry, system crashes, hardware, system properties, and performance.
• Automated Detection verifies and predicts solutions.
• Post-Detection Automation tools push automated solutions, preventing problems before customers are aware they exist.
• Monitoring and Reporting allows administrators to track Self Healing Automation events at all times.
Self Healing Automation is preventative support!
SupportBridge Server Control-F1's SupportBridge Server manages all of the infrastructure and workflow for each of the support automation tools.
• Shared Workflow allows for problem-based routing to the most appropriate channel, enabling support organizations to select the workflow that best fits their goals—from shortening incident handle times, to improving first call resolution, to reducing overall costs.
• Automated Tasks are common and easily passed from one support channel to another.
• Universal Logging provides consolidated metrics and data for auditing and tracking.
• Integrated Administration provides for single user management and a single, roles-based system for all support channels.
The SupportBridge Server supports growth and flexibility!
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E-mail: 125, 3510 - 29 Street NE
Calgary, Alberta T1Y 7E5
Canada
1-888-904-7689
403-668-5183
www.control-f1.com
sales@control-f1.com