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MOTIVE INTRODUCES NEW EMPLOYEE SUPPORT SOLUTIONSDelivering New Strategic Component of Growing Employee Relationship Management (ERM) Market, Already in Use by Peregrine; Signals Critical Transition of e- Support Utilities to Intelligent Support Technology for Mainstream IT ApplicationsAustin, Texas, September 24, 2001 - Motive Communications, Inc. (www.motive.com), the leading provider of intelligent service software, today announced the availability of the industry's first Employee Support offering specifically built for employee relationship management (ERM) applications. Embraced by Peregrine, a leading provider to the IT market, Motive for Employee Support integrates intelligent self-service and assisted service capabilities to reduce the cost of employee support. Leading the charge in combining electronic service delivery and consolidated service desks into unified, standards-based service environments, Motive for Employee Support offers a new generation of intelligent support capabilities designed to meet the demands of today's purchase decision makers and addresses mainstream technology changes. Unlike proprietary e-support utilities, Motive's Employee Support solutions leverage industry standard technologies to automatically diagnose problems, deliver self- service solutions and speed assisted resolution of complex issues. Motive is also unveiling a new channel strategy and business division dedicated to helping companies transform their employee support offerings. Peregrine understands the importance of offering its customers intelligent support as a key component in their Employee Relationship Management product line. Peregrine has an OEM relationship with Motive Communications and has embedded the Motive for Employee Support solution into its Get-Services Automated Support module. Responding to the Mainstream Market Enterprise IT environments are growing increasingly complex, escalating the cost of employee support. At the same time, strained budgets and resources are forcing IT managers to do more with less, resulting in a widespread adoption of intelligent support technology that reduces costs by automating key support processes such as gathering system configurations and data, and diagnosing and repairing common problems. META Group believes 70% of IT help desks will evolve to multi-channel customer service centers responsible for consolidated problem, service, and information support (by 2002) with first-call resolution rates rising to 85% (2003), facilitated by e-service adoption. E-Service strategy adoption will also enable IT service organizations to manage costs through decreased costs per calls and management of staff requirements with increasing call volumes.* "Currently, e-support has been treated as a technological tool enabling employee self-service; however, this view within organizations must change," said Michele Hudnall, senior research analyst, SMS, META Group. "Organizations must view employee support and service as a strategy and must develop cost effective employee service and support appropriate for the requirements of the employee and organizational environment, rather than a technological tool providing simplistic information." As part of a broader, mainstream IT strategy, Motive intelligent support addresses technical and business support issues, as well as desktop, employee, networking and business application issues, to yield tangible money-saving opportunities and increase employee productivity. "Motive, in conjunction with an IT industry leader such as Peregrine, is leading the charge to evolve e-support from a separate portal or application, to intelligent support capabilities with functions that are built directly into the applications and help-desk software enterprise service organizations use today," said Phil Ellett, Motive's vice president and general manager of employee support. Industry Leaders Endorse Strategy "Motive complements Peregrine's vision of extending the consolidated service desk out to the employee by providing a powerful, standards-based electronic service delivery tool. This is a critical milestone demonstrating that 'point' support utilities have transitioned to more sophisticated intelligent support capabilities that integrate seamlessly into IT service desk mainstream environments," said Robert Patterson, vice president and general manager of Peregrine's ERM business unit. "We are excited to be working with Motive in further helping our customers reduce support costs and improve employee productivity." "Industries are built around ideas and Motive clearly demonstrates a strategic ability to build technology around an industry as proven by the introduction of employee support for broader IT initiatives," said Peder Malchow, technology manager for Wells Fargo Services Company. Availability Motive for Employee Support will be available in Q4 2001. About Motive Motive Communications, Inc. is the leading provider of intelligent service software. By building service into digital products and processes, Motive transforms the user experience and delivers timely, targeted assistance to customers. Motive's ServiceNet Platform enables businesses to create service-rich products and applications that capture market share and fuel customer loyalty, while slashing service costs. Using Motive solutions, world-class companies such as 3Com, Adelphia, Compaq Computer Corporation, EarthLink, EDS, Fannie Mae, Fujitsu, Great Plains, Hewlett-Packard Company, Lawson Software, Merrill Lynch, Target Corporation, WebLink Wireless Inc. and Wells Fargo are redefining their markets and making service an integral part of the customer experience. Motive was founded in May 1997 and is backed by funding from leading venture capital firms and private investors. Motive can be reached on its Web site at http://www.motive.com Motive employment opportunities can be found at http://jobs.motive.com The Motive logo, Motive Communications, Inc., Motive ServiceNet Platform and all other product or technical names are trademarks or registered trademarks of Motive Communications, Inc. All other products or services mentioned herein are trademarks of their respective holders. *Source: META Group, Service Management Strategies: "E-Support: The Measure of Success", October 12, 2000. Editorial Contact: Stephanie Leonard Motive Communications 512-339-8335, ext. 1071 sleonard@motive.com top of page |
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