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MAGIC SOLUTIONS NEW MAGICALL DELIVERS COMPUTER TELEPHONY INTEGRATION TO MAGIC TOTAL SERVICE DESK USERSFirst Server-based Computer Telephony Integration Enhances Market-leading Service DeskSANTA CLARA, Calif., -- Magic Solutions, a Network Associates Inc. (Nasdaq: NETA) business, today introduced MagiCall. MagiCall delivers server-based computer telephony integration (CTI) to Magic Total Service Desk users to improve customer satisfaction by providing quicker access to account information, purchasing history and other customer related information. MagiCall strengthens the ability of the Magic Total Service Desk product in offering an enterprise-level support management solution integrated with desktop, network and event management tools."As one of the first server-based CTI technologies, Magic Solutions' new MagiCall streamlines the support center process by saving a substantial amount of time that would normally be spent tracking customer information," said Les Vaughn, president of Magic Solutions. "MagiCall empowers Magic Total Service desk users with quick access to customer information through a telephone interface, enhancing the support center's ability to operate at peak performance." Support centers designed to provide maximum service availability to enable "high-touch" with a minimum amount of staffing are able to use MagiCall computer telephony integration to link their phone system with the Magic Total Service Desk solution. When an end user calls into the help desk, their phone number is run through the company's database to determine the callers' client identification. A screen pop, with a pre-populated help desk window containing the appropriate client information, appears on the computer screen as the call is answered. With MagiCall's server-based architecture, no agent software needs to be distributed throughout the organization. The system can be updated and administered centrally, resulting in a lower total cost of ownership. MagiCall can be purchased as an add-on module for existing Magic Help Desk and Magic Total Service Desk customers. The addition of MagiCall to the Magic Solutions' product suite enables Magic Solutions' VAR, MSP and ASP partners to provide customers with an enhanced service desk solution with the ability to gather end-user information more quickly and efficiently. "Rapid access to customer information in a support center can mean the difference between a profit or a loss," said Lance Berg, director of systems management for Paragon Development Systems. "PDS is pleased to be working with Magic Solutions to provide its customers with a 100 percent Web-based service desk. The addition of MagiCall stands to make the Magic Total Service Desk solution even more appealing, creating additional demand for the product." The Magic Service Desk product is a tightly integrated, 100-percent Web-based solution providing support personnel with a comprehensive desktop management suite, remote control capabilities, event management, and network management solutions. These features, combined with customization and self-service desk capabilities, enable users to attend to and resolve e-business support problems quickly and more efficiently. The Magic Service Desk suite also builds on several key areas for automating the e-business support process in large and small organizations, including Web-based database and user interface customization; broad support management functionality; enterprise tool integration; business process automation, and a scalable, extensible architecture. About Magic Solutions Magic Solutions, a Network Associates business, is a leading provider of Web-based e-business service desk solutions, offering enhanced capabilities to customize aspects of the internal and external support process. According to leading research firms, International Data Corporation and Dataquest/Gartner Group, Magic Solutions is the leading provider of service desk applications on Windows 3.X, 9X and NT platforms. The Magic Total Service Desk suite provides an integrated, process-oriented e-business support solution that delivers the highest levels of service with great efficiency. The Magic Solutions suite of products includes Magic Help Desk Enterprise Edition, ZAC 2001 for desktop inventory management and Remote Desktop 32 (RD 32) for remote control. For more information about Magic Solutions, please visit www.magichelpdesk.com. With headquarters in Santa Clara, Calif., Network Associates, Inc. is a leading supplier of security and availability solutions for e-business. Network Associates' five business units -- PGP Security (firewall, intrusion detection and encryption), Sniffer Technologies (network and application management), Magic Solutions (web-based service desk solutions), McAfee (anti-virus), and myCIO.com (security and anti-virus services) -- all produce best-of-breed solutions leveraging core technologies to provide the security and availability needed for e-business. Network Associates also owns 82 percent of McAfee.com, one of the world's largest business paid subscriber application service provider. For more information, Network Associates can be reached at 972-308-9960 or on the Internet at www.nai.com. NOTE: Network Associates, McAfee, PGP, Sniffer, and Magic Solutions are registered trademarks of Network Associates and/or its affiliates in the United States and/or other countries. All other registered and unregistered trademarks in this document are the sole property of their respective owners. Editorial Contact: Katie Bromley Porter Novelli Convergence Group 415-975-2226 katie.bromley@pnicg.com top of page |
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