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TechExcel Integrates Control-F1 eSupport with ServiceWiseNew Live Support Module Creates a True End-To-End Support SolutionLafayette, CA - October 23, 2000TechExcel, a leading provider of integrated high-end CRM solutions, and Control-F1, a leading provider of live web-based support technology, today announced a partnership that will see Control-F1’s eSupport solution integrated directly into TechExcel’s ServiceWise customer support product. The joint solution, to be showcased at the CRM/Support Services Expo this week in San Francisco, will give support organizations the power to deploy a support solution that integrates every aspect of the complex support process, from incident tracking and workflow to live web-based support and diagnostics. “We decided to integrate Control-F1’s eSupport solution because of its innovative high-quality features, the company’s understanding of the industry’s needs, and their aggressive approach to product development and market penetration,” said Tieren Zhou, President of TechExcel. “Our customers manage extremely complex support processes, and many require advanced live support and diagnostic capabilities. The response to this solution has been extremely positive.” Control-F1’s eSupport product is an extensive set of Internet based communication, diagnostic, system management and collaborative tools which enable support technicians to provide advanced technical support through a web browser. With the new ServiceWise Live Support module, customers seeking support can request a live support session from within the ServiceWise Web interface. Support Engineers can then immediately respond to the request and initiate the session, featuring live chat, application and system control, remote diagnostics and testing, and more. Once complete, a detailed record of the live support session is automatically created within the ServiceWise incident record, now available to the support team throughout the incident’s lifecycle. “We initially approached TechExcel because of our corporate strategy to integrate Control-F1’s eSupport technology with best-of-breed products like ServiceWise,” said Vinay Gidwaney, CTO of Control-F1. “We saw the opportunity with TechExcel to offer a very high-end customer support solution that combines the power of eSupport with critical incident, knowledge, and customer management capabilities. The joint offering creates a very powerful support solution, that will provide ServiceWise customers with immense value.” Pricing and Availability The ServiceWise Live Support module will be available November 1, 2000 by contacting the TechExcel Sales department at 800-439-7782. This optional ServiceWise add-on module sells for $10,000 for up to 10 support team users, $20,000 for up to 30 users, and $30,000 for 50 users, and $500 per user above 50. About TechExcel TechExcel, based in Lafayette, California, is a leading provider of integrated Customer Relationship Management solutions for today's Internet economy. Founded in 1995, TechExcel is dedicated to integrating the power of web, wireless, and client/server technologies to provide comprehensive solutions for mission critical business processes. TechExcel has customers in over 25 countries worldwide, and is a Certified Microsoft™ Solution Provider, an Oracle Business Partner, and a Sybase Database Development Partner. About Control-F1 Control-F1 ( http://www.control-F1.com ) is an eSupport software company which designs, markets and hosts technical support delivery solutions for mission critical software vendors, technology value-added resellers, outsourced support providers and corporate help desks. Control-F1 empowers companies with the ability to provide 'live, assisted, web-based' technical support anytime, anywhere. With this technology, companies can deliver a superior service experience while decreasing the cost of support. Clients can use Control-F1’s flagship CF1Live web site to brand, host and rent an assisted eSupport Portal Editorial Contact: Marsha Connor Control-F1 403 270 2409 marsha@control-F1.com top of page |
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