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SUPPORT.COM RAISES THE STANDARD FOR SUPPORT AUTOMATION WITH RESOLUTION SUITE 5.5-- Version 5.5 boasts faster problem resolution, enhanced self-service features and integrated capabilities for on-the-fly content authoring --Redwood City, CA, October 22, 2001-- Support.com, Inc. (Nasdaq: SPRT), the leading provider of support automation software, today announced version 5.5 of its Resolution SuiteÔ. The new version raises the standard for support automation by offering the fastest, most personalized support available to end-users and IT organizations alike. Resolution Suite 5.5 delivers value through increased speed and precision of problem resolution, coupled with timely management tools and insights to constantly improve a company's service and support environment. Resolution Suite helps companies significantly reduce the cost of service and support, while increasing customer satisfaction. Available in ten languages, Support.com provides a highly scalable software platform that can solve application, technical and business process problems such as password management or fatal error messages automatically -- and often before users even know they exist. Support automation has become an imperative for companies wishing to increase customer and employee relationships, and many have already realized the value of automated support. A recent Gartner, Inc. report estimated that by 2005, more than 70 percent of customer service interaction for information and remote transactions will be automated. "A range of technologies are improving customers' ability to complete increasingly complex informational and service-based transactions without the need for human assistance," said Jackie Fenn, vice president and research fellow for Gartner. "The non-technology factors driving this increased automation include strong return on investment, better customer reach, and improved service quality. This will ultimately result in increased competitiveness, and in savings that can be passed on to the customer." "Customer driven innovation is essential to our market leadership in support automation. The added functionality in Resolution Suite 5.5 is a direct result of ongoing customer dialogue," said Bruce Mowery, Support.com vice president of marketing, "With this software release, we're giving businesses new ways to accelerate user satisfaction, better tools to build and measure the success of their service and support operations and a faster path to a high rate of return on their support automation investment." Resolution Suite 5.5 Features Knowledge Authoring - provides users fresh answers to previously undocumented problems by allowing support professionals the ability to author new solutions "on- the-fly." Knowledge authoring not only reduces support inquiries through timely, self-service answers for new issues, but decreases IT costs by providing an easy-to- use, integrated solution for the creation of support content for problems as they occur. SmartResultÔ System - provides an even greater level of targeted support content by allowing information and answers to be organized by only the most relevant criteria, such as audience e.g., the marketing or engineering department, or language, e.g., Chinese or Spanish, in addition to system context, e.g. systems running Windows 98 or Netscape. SmartIssuesÔ - The Resolution Suite's patented SmartIssue technology is a permission-based feature that can be customized to automatically capture as much or as little information needed about a user's computing system to solve problems as they arise more quickly and accurately in a highly personalized fashion. During the problem diagnosis and resolution phase, analysts can collect additional information specific to the problem type. Enhanced Scorecard - provides an IT organization with better, more actionable insights into its support operations to measure the value of self-service, improve service delivery levels, optimize resource allocation and assess ROI. New management reports in v5.5 measure the effectiveness of service at all levels and allow for increased problem avoidance through early identification of potentially significant issues throughout the enterprise. Next Generation Support Center - A flexible analyst interface enables IT managers to provide analysts with a streamlined assisted support experience based on the specific needs and skill set of each level of support analyst. By personalizing solution tools to meet the specific requirements of each individual analyst, agent productivity is improved, enabling them to solve problems faster and more accurately. About Support.com Support.com (Nasdaq:SPRT) is the world's leading provider of support automation software. Support.com's patented software platform allows businesses to automate and personalize the support they provide to their customers, partners and employees, helping them reduce costs and drive user satisfaction. Global 2000 companies using Support.com's software include corporate enterprises like GE, Cisco Systems, British Telecom and Schlumberger, plus OEMs and service providers like IBM, Sony, CSC, and BellSouth. Support.com has offices worldwide. For more information, visit www.support.com. Editorial Contact: Joi Deaser Support.com 650.556-8930 joi@support.com top of page |
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