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HITACHI SEMICONDUCTOR’S TECHNICAL SUPPORT CENTER STANDARDIZES ON MAGIC SOLUTIONS FOR ENHANCED CUSTOMER SERVICEOne of the Largest Providers of 32-bit RISC Microprocessors Selects Magic Solutions’ Market-leading Service Desk to Function as Company-Wide Knowledge BaseSANTA CLARA, Calif., September 18, 2000 Magic Solutions, a Network Associates Inc. (Nasdaq: NETA) business, today announced that Hitachi Semiconductor (America) Inc., a subsidiary of Hitachi, Ltd. (NYSE: HIT), has standardized on the Magic Total Service Desk (TSD) product to enhance the company’s Semiconductor Technical Support Center (TSC) internal and external customer service capabilities. Magic Solutions' 100 percent browser-based service desk product combines an enterprise-level support management solution integrated with desktop, network and event management tools to provide a service desk suite that automates the entire e-business support management process.Hitachi Semiconductor is successfully integrating Magic Solutions' self-service help desk functionality into their existing intranet, enabling field sales representatives to remotely access knowledge base information containing answers to commonly asked questions on their semiconductor devices. “Magic Solutions has enabled Hitachi to improve upon our productivity and quality of service,” said Lyle Supp, manager of Hitachi Semiconductor’s TSC. “After careful evaluation of help desk products, we selected the Magic Solutions product for its ability to seamlessly mesh with our existing intranet, customize to address our specific needs and eventually scale to a worldwide implementation.” “Hitachi Semiconductor didn't want to adapt their existing infrastructure to accommodate a product,” said Les Vaughn, president of Magic Solutions. “With Magic Solutions' web-based architecture and comprehensive customization capabilities, combined with self-service desk functionality, Hitachi Semiconductor was able to simplify their semiconductor processes with immediate plans to offer enhanced support management services worldwide.” Hitachi Semiconductor supports the requirements of the North American marketplace with a broad range of standard and low-power semiconductor solutions. Offering some of the industry's most popular RISC microprocessors, and memory components among other semiconductor solutions, Hitachi provides chips to world leading device manufacturers within industrial, consumer and emerging market applications. Hitachi’s substantial design engineering, research and development facilities in the United States help bring the world's best technology to U.S. customers. The Magic Total 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 efficiently. The Magic Total 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 a 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 high levels of service with 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, Inc. 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: Mischa Garner Porter Novelli Convergence Group 415/975-2283 mischa.garner@pnicg.com top of page |
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