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SupportPlaza announces release of its new e-support solution – Voila!
San Jose, CA, August 9, 2000 - SupportPlaza™ has released Voila!™, an innovative e-support solution that improves the productivity and service level of technical support units and help desks.Voila! gathers application-specific computer information from a user’s computer and analyzes this information for the support representative. Voila! helps support desks eliminate first support calls, avoid escalations, and accelerate problem resolution.
Voila! is designed for use by internal corporate help desks; ISV, ISP, and ASP support units; resellers and distributors; and IT support outsourcers.
One of the more outstanding features of Voila! is that it simplifies the diagnosis of network-related computer problems. Voila! is the only e-support solution that can do this.
"Quality technical support and customer service are the heart and soul of a company," said Tarcisio Pedrotti, founder of SupportPlaza. "Voila! helps support units ensure the highest level of service for their customers.”
How Voila! Works
The Voila! solution consists of two parts: the Agent that automatically collects application-specific computer information from an end user’s computer, and Voila! that quickly diagnoses computer problems right on the support representative’s screen.
When a computer problem is experienced, the end user activates the Agent. It then collects the user’s system and application information – and a network packet trace if needed – and sends this data to the support desk. "Support professionals will experience substantial time savings as it eliminates the traditional and tedious information gathering process that accompanies each support case," said Reiner Zietlow, Managing Director of Help Desk Institute Germany.
The frontline support representative uses Voila! to open the support request. Voila! automatically analyzes the user’s computer information and quickly pinpoints simple errors like wrong file versions and missing DLLs. It also translates the user’s network trace into plain English and diagnoses network packet transmission errors.
This quick and accurate diagnostic information allows frontline support representatives to close support cases faster and resolve cases that were previously escalated to second or third tier support.
Voila! is highly customizable. A support unit can create a customized Agent that collects only the computer data that is relevant to the particular applications it supports.
The Agent can take different forms: Users can run it directly from a website, it can be a self-standing application that users download and install directly onto their computers, or it can be integrated into the custom program interface of any Windows application.
A license for Voila! is $1,199. Agents are royalty free.
About SupportPlaza
SupportPlaza, Inc. was founded in 1999 to provide e-support solutions that dramatically reduce support costs while providing computer users with more effective technical support. SupportPlaza’s premier e-support software – Voila!™ – enables technical support units and help desks to quickly obtain end user computer data and accurately diagnose technical problems. For more information, visit SupportPlaza atwww.supportplaza.com .
Editorial Contact:
Christine Apap-Bologna
SupportPlaza
408-342-3200 ext. 132
chris@supportplaza.com
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