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ClientSoft Selects Control-F1Leading Provider of Legacy Application Integration Solutions Offers eSupport to ClientsCalgary, Alberta - November 14, 2001 – Control-F1, the eSupport software company, today announced that ClientSoft™, a leading provider of legacy application integration solutions, has selected Control-F1 to play an integral part in ClientSoft’s helpdesk infrastructure. Control-F1’s eSupport solution will be used to support small, medium and large sized companies that have implemented ClientSoft’s e-business solutions.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 Control-F1 tool will help us provide the best support possible for our customers,” said Peter Alvarez, ClientSoft - Director of Advanced Customer Services. “Control-F1’s solution will also allow us to continue to deliver the world-class support our clients expect and deserve.” “It is critical in this economy to implement a solution that allows you to increase customer satisfaction and decrease costs,” said Wayne Andrews, Product Manager for Control-F1. “We are honoured that ClientSoft has chosen our solution.” To learn more about what is required to implement a comprehensive solution and to see how other companies are quickly recognizing the ROI associated with eSupport technology, download your free copy of Control-F1’s white paper “Assisted Web-Based Customer Support: Five Ways to Make Your Helpdesk More Efficient” at: http://www.control-f1.com/specialoffer/offer9.asp 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 ClientSoft ClientSoft has been in the business of providing e-business solutions for legacy systems since 1987. ClientSoft offers e-solutions that open the door to all the benefits of today’s client/server and Internet technologies. Clients include Fortune 1000 companies, universities and government entities: ADP, Allied Insurance, Blue Cross Blue Shield of South Carolina, Consultec, CSC Logic, Dow Jones, The Farmers Insurance Group, First Health, KPMG, Lockheed Martin, Motorola, and Trustmark Insurance. ClientSoft is privately held and headquartered in Hawthorne, NY. More information is available at www.clientsoft.com. Editorial Contact: Deanna Blake Control-F1 403.270.2410 deannab@control-f1.com top of page |
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