|
Press Release |
|||
|
Control-F1 Wins Lotus Advisor Excellence Award 2001eSupport Software Company Chosen for Prestigious AwardCalgary, Alberta - November 7, 2001 - Control-F1, the eSupport software company, today announced that its solution has been selected as a winner of the distinguished Lotus Advisor Excellence Awards.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. Control-F1 was awarded the Lotus Advisor Magazine Excellence Award for the use of its solutions at Cromwell & Associates, a premier Frontrange Solutions Business Partner. With Control-F1, Cromwell & Associates has significantly decreased the amount of time needed to solve problems, which in turn, has increased customer satisfaction. Control-F1’s Desktop Sharing capability is powered by Lotus Sametime via an OEM partnership with IBM. Lotus Advisor Magazine Excellence Awards celebrate the best achievements with Lotus technology. Lotus Advisor asked the Lotus community to inform them about the development projects in which Lotus technology is used to improve business processes, promote e-commerce, improve customer service, expand business opportunities, or otherwise benefit the users and organizations they work with. A panel of Lotus Advisor editors evaluated entries based on the following criteria: -Innovative use of Lotus technology -Appropriateness of the solution to the problem -Quantifiable business benefit -Development creativity and ingenuity "Control-F1 is honored to have the Lotus community recognize our solution with this award," said Vinay Gidwaney, CTO and President of Control-F1. "This is further evidence that our solution is playing a key role in enabling helpdesks to decrease costs and deliver superior support." 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 technician. 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. About Lotus Advisor Lotus Advisor Magazine is the executive, architect, and professional guide to business success with Lotus Software. Lotus Advisor Magazine is the monthly guide for the world-wide market of business executives, technology managers, solution developers, and network administrators who rely on IBM's Lotus software to power their collaboration, solution development, messaging, knowledge management,mobile and wireless business, Web development, and e-business strategy and infrastructure. Lotus Advisor Magazine gives IT decision-makers the expert advice they need to for evaluating, buying, deploying, using and managing Lotus-related products and services. Each issue provides executive strategies, architect advice, management guidance, and technical best practices. Top experts explain how corporate goals can be achieved, how technical and operational problems can be solved, and how products and services from Lotus Business Partners can be integrated to meet a wide range of needs. Lotus Advisor Magazine is peer-to-peer, written by independent, corporate, and IBM/Lotus top experts, and driven to deliver the best advice on what to buy and what to use. Editorial Contact: Deanna Blake Control-F1 403.270.2410 deannab@control-f1.com top of page |
|||