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Control-F1 Announces Wireless CompatibilityControl-F1, the eSupport company, announced wireless compatibility on the phone.com standard.This will enable technicians using the Control-F1 eSupport solution to be notified when clients come on hold, and to view the support queue, through wireless devices. The objective of the integration is to enable support technicians to be increasingly mobile, elevating the service level of a typical helpdesk from simple telephone and personal support to assistance through the web, wherever the technician may be. This is critical to the evolution of an effective eSupport enabled helpdesk. Control-F1 is an award-winning eSupport software solution using Internet based communication, diagnostic, system management and collaborative tools to enable support technicians to provide assisted technical support through a web browser. “A technician using their RIM Blackberry, or PDA, or cell phone, can first be notified when a client requests support, and after that they can go to a specific web page which has the Control-F1 login,” said Vinay Gidwaney, CTO of Control-F1. “The technicians will then be able to view a list of all clients on hold for support, plus the questions that have been posed, and how long each client has been waiting. The technician can then log into the nearest computer and solve the problem using Control-F1. The benefit is that a technician can either be at their computer, or mobile, and deal with the problem seamlessly.” In a recent survey conducted by a leading customer support publication, CUSTOMER SUPPORT MANAGEMENT, nearly three quarters of respondents said that they are currently utilizing wireless devices for field service. The survey also revealed that a large number of current wireless users are using multiple devices (93 percent using cell phones, 84 percent using laptops, and Palm PDAs and wireless text pagers being used by 58.2 and 57.7 percent of customers). “Control-F1’s wireless integration is one of the reasons that we chose their eSupport solution,” said Roberto Basch, Product Manager and Sr. Technical Advisor, Gerber Technology. “We have helpdesk operations in North America, Europe, Hong Kong and Australia. It’s important to us, in our move towards a global 24 x 7 operation, that we have a wireless eSupport strategy. We need to be able to move calls, after hours, either to the next physical location, or the next mobile location. The challenge we face, as an industry leader is to provide service that exceeds our customers’ expectations in a geographically-disperse, multi-product install base. It is little wonder why we sought to harness the ‘anytime, anywhere’ benefits of e-service to meet or exceed our customer demands.” Robert Berla, VP of Customer Service, Gerber Technology said, “Control-F1, with this new feature, will allow us to accomplish this objective.” “This is part of a staged development on the wireless platforms,” said Vinay Gidwaney. “The first step is to allow the technician to be proactively notified by the Control-F1 system and then to view certain attributes of the system, such as the queue. The next development will enable technicians to use Control-F1 to diagnose and fix the problem from their PDA or cell phone. Initially we built the integration on the phone.com standard. We will be adding compatibility with the WAP platform early next year. Our intent is to allow technicians to use Control-F1 anytime, anywhere, on any wireless platform.” About Control-F1 Control-F1 ( http://www.control-f1.com ) is an award winning 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, regardless of size, 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 eSupport Portal. Control-F1 is a Best-in-Class winner of the 2000 Users Choice Awards. Editorial Contact: Marsha Connor Control-F1 403 270 2409 marsha@control-f1.com top of page |
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