[March 16, 2004] Remedy Earns Positive Rating In New MarketScope Report On Customer Service Contact Center Software Remedy, a BMC Software company (NYSE:BMC), announced that Remedy Customer Support software has received a Positive rating in Gartner, Inc.’s recently released report entitled MarketScope: Customer Service Contact Center Software, 1H04. Remedy Customer Support utilizes the company’s expertise in optimized workflow, advanced tracking, user notification, incident escalation, and other functions to provide companies with world-class, multi-channel customer interaction management software, helping increase customer satisfaction while managing costs. Gartner (NYSE: IT) is a leading research and consulting firm that focuses on information technology and business transformation strategies. Gartner’s MarketScope evaluation is based on a weighted evaluation of each product and product suite in comparison with the evaluation criteria, which include financial viability and market commitment, targeted delivery, functionality and vision, and application agility. Remedy Customer Support, when evaluated on the price of the software and the cost of the implementation, is rated Positive. A “Positive” rating means that a vendor demonstrates strength in specific areas, advises customers to continue incremental investments, and recommends that potential customers put these vendors on a shortlist of tactical alternatives to their current Customer Support solution. “This positive rating in Gartner’s MarketScope confirms the strength of our solutions to deliver out-of-the-box best practices combined with flexibility to dramatically expedite the implementation process and increase customer satisfaction,” said Harold Goldberg, vice president of worldwide marketing and business strategy at Remedy. “Having been a leader in Service Management for 14 years, we’re pleased to be recognized for our superior Customer Service and Support applications, which leverage our expertise and translate into significant ROI for customers worldwide.” With Remedy Customer Support, Remedy leverages its industry-leading experience in problem resolution and issue management to set a new standard in the largest segment of the CRM market – customer service and support. Remedy Customer Support manages the entire external customer interaction process, including end-to-end problem tracking, issue resolution support, and incoming call management via multiple communications channels, such as phone, Web, and email. Building on Remedy’s well-known strength for flexibility and adaptability, Remedy Customer Support makes it even easier to design and automate the types of complex business processes used in support centers and case management applications. Remedy Customer Support delivers best practices that enable companies to better serve their customers, including expediting problem resolution, improving overall service delivery, and improving customer support personnel productivity by leveraging key data from other applications within the organization. According to the MarketScope report, Gartner’s outlook for investing in Customer Service and Support (CSS) contact center software is ‘strong positive’ because businesses and government agencies are focused on cost cutting, productivity improvement, and customer loyalty. Large software vendors combine strong functionality with good vendor stability, while technology innovators deliver cutting-edge process design capabilities. Remedy Customer Support is the flagship product of the Remedy Customer Support and Service (CSS) suite, which includes Remedy Quality Management for managing product defect issues; Remedy Service Level Agreements (SLAs) for proactively monitoring and informing management when a service contract is at risk; and Remedy Citizen Response, a citizen service application designed specifically for the needs of a government service organization. All Remedy Customer Service and Support applications leverage the flexibility and adaptability of Remedy’s Action Request System (AR System) development environment and application platform. The power and homogeneity of Action Request System are core strengths of Remedy’s solutions. With its request-centric, forms-driven, workflow-based architecture, the AR System development environment is optimized for efficiencies in automating service-related business processes. AR System simplifies development tasks through a simple point-and-click, drag-and-drop user interface and includes pre-built service management modules, such as notifications, escalations, and approvals. AR System includes a broad suite of intuitive integration tools for application-to-application integration, including support for Web Services. [ Back To TMCnet.com's Homepage ]