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DESKTOPSTREAMING™ LAUNCHES ADVANCED MANAGEMENT CENTER ENABLING ORGANIZATIONS TO DRAMATICALLY CUT TECHNICAL-SUPPORT BACKLOGManagement Center Demonstrates Significant Increases in First-Contact ResolutionSANTA BARBARA, Calif., September 30, 2002 – Expertcity, Inc., the leading provider of Web-based remote-access and customer-support technologies, announced today the launch of the DesktopStreaming™ Management Center 2.0. DesktopStreaming Management Center 2.0 provides expanded, real-time reporting on the use of DesktopStreaming in the contact center. Supervisors, shift managers and project leads can monitor case closure rates, backlog and incoming questions concurrently, empowering them to effectively calibrate caseloads and resources. A new data link benefiting integration to back-end systems has been added, enabling managers to rapidly allocate resources for backlog management. Data on each session matched with agent and customer feedback surveys offer managers a powerful evaluation tool for performance management and customer satisfaction. “Since we implemented DesktopStreaming, incident management has improved by over 50 percent, saving the company an estimated 11,000 support-engineer labor hours per year,” reports Mark Ellis, director of global support for Kronos Incorporated. “Kronos has also experienced a 20 percent increase in first-incident resolution. DesktopStreaming enables Kronos to provide remote support to its thousands of customers worldwide, thus enhancing the overall customer experience and contributing to a positive customer feedback rate of more than 95 percent. Near real-time feedback from the Management Center reporting allows Kronos managers to follow up directly with customers on any issue almost immediately. It also allows us to provide specific feedback to our support engineers when customers comment on the service received,” says Ellis. “Our clients tell us that sharing the customer surveys with staff is a powerful motivational tool,” says Chuck Massanari, vice president of sales and professional services at Expertcity. “By using DesktopStreaming, both the customer and the support representative see the results of their interaction via remote screen sharing. Most customers provide detailed feedback on the post-session surveys, often highlighting their positive experiences with DesktopStreaming and their support agents. The DesktopStreaming Management Center captures the session data and customer feedback, enabling support supervisors and their management teams to literally see customer satisfaction.” Esteban Kolsky, senior analyst at Gartner Group says, “There is a shift from quantitative to qualitative analysis and information gathering for customer service and technical support. What you are seeing is what most other companies are talking about, and about 20-30 percent of them have already implemented: Customer satisfaction is more important than time spent on getting there.” DesktopStreaming is a Web-based support solution designed specifically for customer-support environments. DesktopStreaming’s ScreenSharing feature allows support representatives to remotely view the customer’s PC and share mouse and keyboard control. Support representatives can perform hardware and software configurations, software upgrades and installations or file transfers without leaving their desks. With screen-sharing technology, customers do not need to pre-install software, perform a setup or configuration or even reboot a PC. DesktopStreaming’s screen-sharing technology allows companies to effectively communicate with their customers. Clients using DesktopStreaming report significantly improved help desk and IT support metrics. Incident-handling and customer-dispatch services are considerably reduced, offering measurable efficiencies of cost, company resources and customer satisfaction. Expertcity is extending a special DesktopStreaming offer to all SSPA and Educause members and conference attendees. All member companies and institutions of these two organizations are eligible for a free 30-day DesktopStreaming trial. To qualify, a DesktopStreaming Trial Offer Agreement must be executed by October 31, 2002. Inquiries may be submitted by emailing mailto:desktop@expertcity.com, by calling (800) 549-8541 or by talking directly to a DesktopStreaming representative at either SSPA or Educause shows. About Expertcity, Inc. Expertcity, Inc. is the leading provider of Web-based remote-access and customer-support technologies. The company's award-winning screen-sharing technology enables users to securely view and control a remote computer. Expertcity offers two products: DesktopStreaming, an application service that allows enterprises to remotely assist their users with technical support, and GoToMyPCä, a remote-access solution that enables individual users and enterprises to access and work on their PCs from any Internet location. Expertcity is certified by the TruSecure SiteSecure service, the industry-recognized security assurance and certification program that addresses all aspects of information security. Expertcity services more than 1,000 corporate clients, including Cox Communications, Cisco Systems, Siemens, Sun Microsystems, Best Software, Colgate-Palmolive, Intuit, Autodesk, Cablevision, EarthLink and Microsoft Great Plains Business Solutions. Founded in 1997, Expertcity is financially backed by Sun Microsystems, CNET, Bertelsmann Ventures and SoundView Ventures. The company is privately held with headquarters in Santa Barbara, California. Expertcity.com, Expertcity, GoToMyPC, GoToMyPC.com, DesktopStreaming.com and DesktopStreaming are trademarks of Expertcity, Inc. Other product and company names may be trademarks, registered trademarks or service marks of their respective owners. Editorial Contact: Heidi Wieland Expertcity.com 805-690-6481 heidiw@expertcity.com top of page |
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