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CNetManage SupportNow 3.1 Provides High-Impact Live On-Line Support

Upgrade of First Live Interactive Support Tool Incorporates User-Friendly Support Technician Viewer, Remote Access, and True Color Processing to Improve Support Personnel Efficiency and ROI

CUPERTINO, Calif.--Oct. 24, 2000-- NetManage (Nasdaq:NETM - news), a leading supplier of e-business access and application integration solutions, today announced the release of SupportNow(TM) 3.1, an upgrade to its revolutionary live interactive visual support tool. SupportNow 3.1 significantly reduces the time-to-resolution with a new intuitive support technician viewer interface, remote access, and true color processing capabilities that let support personnel monitor and diagnose multiple call details and securely access and maintain remote machines from a single support environment.

``SupportNow 3.1 has added key functionality that lowers the cost of technical support by increasing support personnel effectiveness and end-user productivity,'' said Zvi Alon, president and CEO of NetManage. ``The new Viewer streamlines support staff workflow by allowing technicians to view multiple call details and quickly diagnose issues with greater accuracy. The ability of an organization to strengthen the 'bridge' between support technicians and end-users results in stronger customer relationships and lower support costs.''

The new features in SupportNow 3.1 are in three major areas: an enhanced support technician viewer for improved usability, remote access, and true color processing:

Enhanced Support Technician Viewer -- SupportNow 3.1 offers a new intuitive unified support environment that includes all views and features within an easy-to-use ``Outlook-style'' application. The new viewer improves the usability and workflow of support technicians with the capabilities to:

View multiple call details including attachments, end-user diagnostic information, and desktop/application views within a unified, single application support environment.
Switch between multiple support call details ``on-the-fly''.
Access internal live chat for support technicians.
Print shared application screens from within the viewer.
Remote Access -- As IT organizations are required to do more with fewer personnel, the remote access capability of SupportNow 3.1 lets IT administrators:

Gather crucial diagnostic information in real-time from remote machines.
Access and resolve technical issues on unattended machines and servers on a network.
Install updates, fixes, or other software on network machines from a central location.
True Color Processing -- The SupportNow 3.1 True Color Processing provides support technicians with:

Remote transference of color depths up to 32-bit True Color without sacrificing performance.
Support for 16.7 million colors.
The ability to see the exact color palette of a displayed problem.
A full range of color depths available including 8-bit, 16-bit, and 32-bit True Color.
SupportNow is rapidly becoming the standard in live interactive customer support solutions in today's Internet economy where immediate mission-critical assistance is a must. It was designed using standard Internet infrastructure, along with firewall and other security standards to enable live interactive collaborative service and support. SupportNow provides organizations with a web-based technology that can be integrated into stand-alone shrink-wrapped software, ASP models, and network-based enterprise application suites. Users of stand-alone software call up SupportNow simply by clicking on a support icon on the pull-down menu bar. Corporate workers invoke SupportNow from the Windows start menu or desktop shortcut to get live assistance for any registered software program on their computer.

About NetManage

Founded in 1990, NetManage, Inc. (Nasdaq:NETM - news) delivers information access, publishing, integration, and support solutions and services that maximize a company's investment in existing information systems and provide the bridge to the new Internet economy. Award-winning NetManage products and services offerings include a comprehensive portfolio of application integration software, host access software, centralized management, and live interactive support solutions that transform corporate information assets into powerful e-business solutions. NetManage sells and services products worldwide through its direct sales force, international subsidiaries, and authorized channel partners. For more information, visit http://www.netmanage.com send e-mail to pr@netmanage.com or call 978/685-4000 (Eastern Time) or 408/973-7171 (Pacific Time).

Note to Editors: NetManage, the NetManage logo, the lizard-in-the-box logo, RUMBA, ONESTEP, ViewNow, SupportNow, and OnWeb are either trademarks or registered trademarks of NetManage, Inc., its subsidiaries, and affiliates in the United States and/or other countries. All other trademarks are the property of their respective owners.

 
Editorial Contact:
Monica Remes
NetManage
408/342-7617
monica.remes@netmanage.com
 
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