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Control-F1 Wins TMC Labs' Innovation AwardeSupport Solution Selected for Unique Features and Significant Contributions to Improving Customer InteractionsCalgary, Alberta - September 26, 2001 - Control-F1, the eSupport company, today announced that its solution has been selected for the prestigious TMC™ Labs’ Innovation Award.The TMC Labs Innovation Award is based on products that demonstrate raw innovation, unique features and significant contributions to improving customer interactions. TMC defines innovation as “Challenging the established standards to help achieve competitive alternatives with distinctive results.” TMC Labs praises Control-F1’s web-based Communication, Diagnostic, System Management and Desktop Sharing Tools, describing them as “fundamental to making Control-F1 a comprehensive and innovative compilation of utilities and helps define a new help desk standard.” TMC also comments that Control-F1’s administrative features, wireless compatibility, browser-based GUIs, firewall compatibility, and CRM integration, contribute to the innovative and unique character that garnered this award. “This award reflects a driving force behind Control-F1, which is to create an improved standard by which support delivery will be measured,” said Vinay Gidwaney, CTO and President of Control-F1. “We are honored that industry experts recognize Control-F1’s solution as a defining component of this standard.” For more information on the award, go to: http://www.tmcnet.com/cis/0901/0901labs.htm#2 With Control-F1, providing support is better than being there: ·Control-F1’s Diagnostic and System Management Tools have the power to retrieve large sets of information about a customer’s computer as well as to invoke change on the computer automatically, instantly and accurately. As a result, the time required to support the customer could be significantly decreased. Whereas it normally may take 10 minutes to gather a set of diagnostic data on the phone, and 5 minutes to collect that same data using ‘remote control’, Control-F1’s Tools could retrieve the desired information in a matter of seconds. ·Control-F1’s Diagnostic and System Management Tools operate in the background. As a result, support time does not equal down time. A support agent can retrieve information about the customer’s computer as well as fix the problem while the customer uses their computer normally. Lost productivity is often more costly than the expense to deliver the support itself. If a support center can solve problems while at the same time maintain the productivity of its customers, it can provide a more positive customer support experience. ·The agent can use the Desktop Sharing capabilities - remotely control the customer’s computer or broadcast the agent’s computer to the customer’s screen for instructional or training purposes. The person sharing can select to share only one window on the desktop so that the other person will not see any other windows. Lotus Sametime powers Control-F1’s Desktop Sharing capability via an OEM partnership with IBM. ·Control-F1’s Communication Tools provide the platform for web-based communication between the agent and the customer. An agent can chat with the customer or use the Desktop Sharing capabilities - remotely control the customer’s computer or broadcast the agent’s computer to the customer’s screen for instructional or training purposes. ·Control-F1’s QSystem has an intelligent routing capability that saves time and resources by routing incidents to the most appropriate agent. It also includes eSupport statistics that provide helpdesk administrators with the information needed to manage and measure the effectiveness of their helpdesk’s eSupport initiative. This collection and organization of helpdesk data is critical to accurately calculate return-on-investment as well as to analyze opportunities to further enhance performance. ·Control-F1’s integrations with Helpdesk Incident Tracking Systems automatically generate and store a log of actions taken during the support session into a generated ticket, which eliminates the time and costs associated with manually transcribing session information. Additionally, the information collected allows for detailed trouble ticket and statistical analysis as well as knowledge creation. This facilitates the helpdesk’s overall improvement, thus enabling more effective service delivery and increased customer satisfaction. About Control-F1 Control-F1 is an eSupport software company that empowers helpdesks with the ability to deliver live technical support via the Internet. An extensive set of secure web-based Communication, Diagnostic, System Management and Desktop Sharing Tools equip support agents to solve problems faster and more effectively. The need to provide exceptional technical support has become a critical requirement in building customer relationships. Control-F1 helps enhance customer satisfaction and brand reputation, while decreasing the cost of support and increasing overall profitability. Editorial Contact: Deanna Blake Control-F1 403.270.2410 deannab@control-f1.com top of page |
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