Press Release
| realmarket.com |
|
Directory Suppliers Associations Publications Stock Index News Search Home Calendar of Events Find event | Submit event Career Corner Find job | Submit job RealMarket Today! Past Issues Subscribe Unsubscribe |
|
Company Profile Company Web Site |
LINUXCARE ADOPTS MOTIVE TECHNOLOGY TO CREATE FIRST E-SERVICE SOLUTION FOR LINUX
New Offering Dramatically Increases Quality of Service, Lowers Cost of Linux Technical Support
SAN FRANCISCO and AUSTIN, TX, August 15, 2000 -- Linuxcare, Inc., a recognized leader in providing comprehensive professional services and solutions for Linux and open-source technologies, and Motive Communications, Inc., a leading provider of online-customer care solutions, today announced the development of the first automated, highly scalable e-service solution for Linux. Specifically, Linuxcare has licensed Motive's e-service software to power a state-of-the-art Internet-based service offering, allowing Linuxcare to deliver personalized and automated services to its customers. The initial target customers for this service will be hardware OEMs, ISPs, and ASPs.With more than 1.3 million servers shipped in 1999, Linux is the fastest growing platform of choice for e-businesses and the need for Linux support has increased with its popularity. Previously, Linux companies were limited to providing service via call centers and Internet capabilities such as chat rooms, newsgroups and community forums. Linuxcare extends these capabilities by combining its Linux technical expertise with Motive's software, which uniquely gathers context -- including user identification, problem diagnosis, and computing device details -- to guide customers to highly-targeted self-service answers and solutions or, if necessary, technical support engineers (TSEs). The context, which also includes a history of previous resolutions, allows the TSE to diagnose and resolve problems much faster, resulting in dramatically improved customer service. Additionally, Motive's infrastructure will provide the scalability needed to meet the demands of the rapidly growing Linux market, so Linuxcare can provide the same high quality of support regardless of the volume of requests.
"The availability of quality customer service and authoritative technical support are critical to the continued increase in adoption rates we are seeing for Linux-powered platforms," said Tony Adams, senior analyst of Dataquest IT Services' Product Support Group, a wholly owned subsidiary of Gartner. "Automated diagnosis and resolution of problems is a key initiative facilitating support effectiveness. It delivers more value to customers than has previously been possible through traditional means of support."
Also as part of the agreement, Linuxcare will certify Motive's client-based software for major Linux distributions including Caldera, Debian GNU, SuSE and TurboLinux. (Motive is already certified on Red Hat.) Linuxcare will also port key components of its extensive knowledgebase of frequently asked questions (FAQs), known problems and solutions to the Motive content model.
"By integrating Motive's infrastructure into our e-service offering, Linuxcare gains a competitive advantage in the Linux and open-source support marketplace," said Bob Walters, vice president of business development for Linuxcare. "Motive's industry-leading software will improve efficiency by allowing for remote diagnostics and automated service, while Linuxcare's technical expertise and knowledgebase will provide the critical information customers need to quickly and proactively diagnose and repair problems with their Linux systems. The results are a dramatically improved experience for the customer, significantly reduced service costs, and increased sales."
"Motive has enjoyed strong success in offering a complete online customer care solution that addresses a broad range of service requests and computing platforms," noted Pat Motola, vice president of business development for Motive Communications. "Our support for Linux, along with the relationships we are developing with industry leaders like Linuxcare, will extend our e-service solution into a number of markets including dedicated servers, e-business applications, and eventually Internet-connected devices."
About Linuxcare, Inc.
Linuxcare, Inc. is a recognized leader in providing comprehensive professional services and solutions for Linux and open-source technologies. Linuxcare helps original equipment manufacturers (OEMs), independent software vendors (ISVs), Internet infrastructure vendors and Global 2000 companies maximize their success in putting Linux and open-source solutions to work. The company, with funding from Kleiner Perkins and corporate partners such as ITOCHU, Motorola, Oracle and Sun, hosts www.linuxcare.com, a leading technical resource for Linux and open-source solutions. Founded in 1998, Linuxcare is headquartered in San Francisco with offices around the world. The company can be reached at +1-415-354-4878.
About Motive Communications, Inc.
Motive Communications powers online customer care by offering software solutions that automatically connect online users to a company's answers and experts when they have problems. These products are used to build unique e-service networks that help companies foster customer loyalty, drive revenue, supercharge service capacity and increase market share. Motive's software solutions are used by leading companies in many industries including all.com, Compaq, Dell, EDS, Gateway, General Electric Information Systems, Great Plains Software, Hewlett-Packard Company, Intuit, Kmart, Merrill Lynch, Peregrine, pcsupport.com, SAIC and Target Corporation.
Motive was founded in May 1997 and is backed by $43M in funding from leading venture capital firms and private investors. Motive can be reached at (512) 339-8335 or on its Web site at www.motive.com. Motive employment opportunities can be found at jobs.motive.com
Linuxcare is a trademark of Linuxcare, Inc. The Motive logo, Motive Communications, Inc., Motive Solo, Motive Duet, Motive ActiveLink, Motive AnswerWeb, MotiveNet Server, and all other Motive product and technology names are trademarks of Motive Communications, Inc. Other names used may be trademarks of their respective owners.
Editorial Contact:
Stephanie Leonard
Motive Communications
512.339.8335, ext. 1071
sleonard@motive.com
top of page
© 2000 Real Market Research Corporation. Real Market is a registered trademark.