Calgary, Alberta – December 2, 2003 – Control-F1™ Corporation (Company
Profile, Past
Stories, Case
Studies), a leading eSupport software company, announced today that the company has re-validated its integration with Remedy®, a BMC Software
company. Control-F1 has been a Remedy Technology Alliance Partner for three years and the recent re-validation reaffirms the strong partnership.
Control-F1’s flagship product CF1-LIVE!™ is the leading enterprise eSupport solution, delivering a comprehensive, fully integrated set of tools for the support agent to assist
the end user. The complete toolset includes collaboration, diagnostic, remote control, support automation, and repair functions. CF1-LIVE! assists support agents in
improving first contact resolution and decreasing incident handling times by providing them with automated diagnostic and repair tools that serve to reduce the end user’s
involvement.
In addition, the latest integration with Remedy enables organizations to automate the flow of data captured in a CF1-LIVE! support session into Remedy's Action Request
System® (AR System®). As the support agent performs the diagnosis and repair processes on the end user's computer, all transactions and data gathered is
logged and stored in the CF1-LIVE! database. At the end of an eSupport session, CF1-LIVE! automatically creates a trouble ticket (e.g., service request) in the help desk
applications that run on the AR System. The request can then be managed, escalated, and tracked until the problem has been resolved. Automated tracking significantly
reduces the documentation time required by the support agent prior to moving to the next call.
“The combination of CF1-LIVE! with Remedy Service Management technology increases the effectiveness of IT support services by empowering agents with the tools
required to diagnose and repair the end user’s computer. This combination quickly and simultaneously lowers operating costs while improving customer satisfaction and
support agent efficiency," said Conrad Boyse, Director of Worldwide Alliances for Remedy. “We are very excited that our customers can realize these benefits with the
combination of our two technologies.”
Geoff Thompson, CEO of Control-F1, added, “As we evolve Control-F1’s technology into areas of self-service automation and self-healing, partnerships with industry leaders
such as Remedy will be crucial for providing an end-to-end solution that reduces costs and increases customer satisfaction. We are excited to support Remedy customers
with this innovative solution.”
About Control-F1
Control-F1 is a leading support automation software company, providing powerful solutions for today’s help desk environments. Enterprise organizations use Control-F1’s
premier solution, CF1-LIVE!, to deliver live and automated technical support remotely, thereby streamlining their support operation for customers, partners, and
employees.
CF1-LIVE! includes a comprehensive, fully integrated set of tools, including collaboration, diagnostic, remote control, support automation, and repair functions. Clients using
CF1-LIVE! benefit from improved first contact resolution rates, decreased incident resolution times, and fewer desk side visits. This leads to greater end user productivity and
increased overall customer satisfaction.
The bottom line for organizations is reduced costs, improved corporate productivity, enhanced support operation efficiency, increased customer acquisition and retention, as
well as greater revenue potential. By employing Control-F1’s Professional Services with CF1-LIVE!, ROI is achieved at a faster rate than other products within the same
class.
Control-F1's customers include AIG, Alberta Government, Blue Cross Blue Shield, Gateway, Hummingbird, IBM, Indiana University, MetLife, New York Times, Novell, Ricoh,
Siemens, South Carolina Department of Health and Human Services, TELUS Communications, Unisys, Wipro, and more!
For additional information, please visit www.control-f1.com.
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