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Previo, a provider of e-support products and services to enterprise help desk and desktop services organizations, has announced the release of eSupport Essentials 3.2 with a month-to-month licensing option. Previo's eSupport Essentials was designed to enable faster problem resolution for computers, whether caused by user errors, configuration problems, malfunctioning software, incompatible applications, virus attacks or data corruption. |
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HDI - High-Distance Interleaver), the world's largest membership association for service and support professionals, announced today that The Reynolds and Reynolds Company's (NYSE: REY) Technical Assistance Center is the winner of the 2001 HDI Team Excellence Award. The announcement was made at the Help Desk Institute Conference and Expo (HDI 2001) held March 18-21, 2001 in New Orleans. |
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The Help Desk Institute featured Akamai as a model organization based on the company's "total focus on the customer, from the very top and throughout the organization," said Ron Muns, founder of HDI. "Akamai's powerful Web services are enhanced by its innovative team approach to service and a solid understanding of its customers' business needs." |
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The research was conducted using technology from CustomerSat.com and received nearly 550 responses from high level service and support executives. The results provide valuable data for support operations to benchmark themselves against other leading companies.
We are proud to provide companies a regular reality-based snapshot into the operational issues, benchmarks and directions of the support industry and marketplace," said McGarahan. |
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Previo (Nasdaq:PRVO), an innovator of eSupport(Electronic SUPPORT) Providing product support over the Web rather than by telephone. Successful eSupport companies spend an enormous amount of time developing a knowledge base that addresses users' questions in a logical order. However, many do not put in the required effort, and people find wading through the troubleshooting hierarchy or question and answer page as frustrating as waiting on the telephone for a half hour. |
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Harvard Business School's review of HDI's website states, "For a hot time, dial the Help Desk Institute! If you're a techie or CSR (or someone who hires them), you won't be able to tear yourself away from HDI's goodies. Check out the industry polls (with real-time voting), workshops, book reviews, monthly `All Star Awards' for exceptional support personnel, calendar of industry events, and employment opportunities at Jobdesk.com--the industry's `only career assistance Web site dedicated solely to the support professional.' Click `My Tools' to find the `Computer Help Center,' which is chock-full of news about the latest computer viruses, technology marvels (petri-dish fingers, the secrets of bacterial DNA), industry news, and flat-out gossip. There's also a search engine for locating highly specialized software for business, Internet, multimedia, operating systems, utilities, and development applications. Click `Publications/Research' for advice from experts, plus current and past issues of SupportWorld Magazine Online (in PDF format). That's all in the free part. HDI also sells memberships ($150-up) that buy you forums, product discounts, salary surveys, certification evaluations, and more." |
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Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com) Institute (HDI), a ThinkService professional community, and the world's largest membership association for service and support professionals, announced today that HDI has granted IKON a worldwide, nonexclusive license to deliver HDI's certification training programs. |
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Witness Systems (NASDAQ: WITS), a leading provider of customer interaction recording, analysis and e-learning software that enables companies to optimize their customer relationships, today announced a new software integration and co-marketing alliance with Remedy(R)(NASDAQ: RMDY), a leading provider of Information Technology Service Management (ITSM) and Customer Relationship Management (CRM) solutions. |
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HDI's sponsorship program allows HDI to provide expanded membership benefits to its 7,500+ members, while offering sponsoring companies the opportunity for increased exposure to Help Desk Institute's members via a variety of marketing opportunities. There are a limited number Bronze, Silver, and Gold sponsorships available. |
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World leader in Help Desk solutions for mid-range organizations, FrontRange HEAT Division Inc., and Vineyardsoft Corporation, leading developer of e-business alert messaging software, today announced a strategic alliance to integrate KnowledgeSync 2000 software with HEAT(R) Help Desk software See help desk.. |
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