SupportSoft Enables IT Help Desks to Reduce Problem Resolution Time

By Anuradha Shukla

TMCnet Contributing Editor

 

SupportSoft, Inc. has introduced SupportSoft Accelerator, a ready-to-deploy solution that fully integrates the benefits of SupportSoft’s patented support automation technology within Remedy's call tracking interface. The solution is expected to be available by the end of June, 2007.

SupportSoft Accelerator helps companies to resolve technology problems more quickly with fewer steps involved. The solution can help reduce desk-side visits by up to 15 percent as well as reduce call handle times for repeat problems by up to 60 percent. The solutions will also help reduce escalation of calls to level 2 help desk analysts by up to 20 percent.

Designed to integrate with existing Remedy deployments, SupportSoft Accelerator was developed as an out-of-the-box solution after implementing customized integrations with Remedy at Fortune 500 enterprises.



Service desk analysts can more quickly resolve incidents with SupportSoft Accelerator through many ways including:

-Automatic population of system diagnostic data from the user’s machine into their current Remedy system

- Desk analysts have access to tools that help speed problem resolution from within the

   Remedy interface

- Single-click-fix SupportActions enable users to resolve common problems

   automatically.

The quality of interactions between users and analysts is enhanced by SupportSoft Accelerator. This helps analysts to be more efficient and keeps users more satisfied. The resolution time is also shortened by the elimination of time-consuming and manual steps involved in solving problems.


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