SupportSoft Launches Accelerator
Integrates with BMC Remedy call tracking system for faster problem resolution
SupportSoft, Inc. released its new Accelerator, which combines the benefits of SupportSoft's support automation technology within Remedy's call-tracking interface to help enterprises resolve technology problems more quickly in fewer steps. The company says Accelerator can help desk-side visits by up to 15 percent, reduce the time it takes to handle repeat problems by up to 60 percent, and help reduce escalation of calls to level-2 help desk analysts by up to 20 percent.
"The ability to capture detailed and up-to-date information about an end-user's system at the outset of a service desk call is crucial to increase the accuracy of incident diagnosis," said David Coyle, research director for IT Operations at industry analyst firm, Gartner, Inc., in a SupportSoftw press release. "Increasing diagnostic accuracy can lead to both decreased resolution time and increased first contact resolution; two key service desk metrics."
"Organizations have made significant investments in both time and money to implement support technologies. However, most organizations aren't realizing the full value of that investment," said Anthony Rodio, chief marketing officer, SupportSoft. "Having access to accurate diagnostics data and powerful analyst tools from SupportSoft Accelerator will help companies to realize that investment by speeding problem resolution, and creating a more positive support experience for both analysts and end-users."
Accelerator is designed to integrate with existing Remedy installations and is an out-of-the-box solution.
SupportSoft Accelerator features include the ability to capture diagnostics and populate ticketing systems directly, and powerful analysis tools to speed problem resolution, including a one-click fix that resolves repeat problems automatically.
More information about SupportSoft Accelerator is available at http://www.supportsoft.com/solutions/accelerator.asp.