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Editors Top Solution
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| Title
- HP ITSM |
| Author
- Hewlett-Packard |
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Short Description
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| HP IT
Service Management ITSM combines powerful HP OpenView software
with years of experience to transform your IT into a real business
and competitive differentiator. See how HP IT Service Management
solutions bring people, processes, and technology together to
capitalize on change. |
| HP ITSM
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| - SupportSoft Service Automation Suite Small Business |
| SupportSoft Service Automation Suite Small Business
Description |
SupportSoft Service Automation Suite for Small Business (SAS-SMB) is specifically designed to assist Digital Service Providers (DSPs) in automating installation and delivering ongoing broadband customer service for small and medium sized businesses (SMBs).
SAS-SMB provides a comprehensive set of capabilities that includes helping companies decide upon the best broadband service package for their needs, as well as automating labor intensive processes for service providers, such as broadband provisioning.
SAS-SMB also provides for ongoing customer support via knowledge enabled self-service and assisted service software. Additionally, SAS-SMB includes both SupportSoft SalesAssist and LiveAssist functionality, which allow guided sales assistance and online chat with a customer service representative, respectively.
Based on the SupportSoft Real-Time Service Management software platform, SAS-SMB consists of the following components
LiveAssist is a highly scalable, online chat and Web push solution which allows a single Customer Service Representative (CSR) to support up to 4 customers at one time with personalized, assisted service.
Support Portal facilitates knowledge enabled self-service. The solution automates the authoring, publishing and management of relevant, personalized information to an information rich support knowledge-base. This data repository can then assist both CSRs and subscribers in accessing answers for fast resolution of problems, and can include tell me text-based steps, show me how-to videos, and do-it-for-me automated fixes.
The Subscriber Agent monitors the subscribers system in real time and can automate problem resolution when problems occur. The Subscriber Agent reduces common complaints such as email isnt working or Web pages are slow by enabling customers to understand and manage their own connection.
Automated Protections provide for roll-back to a previous working state to make sure that the SMB spends its time using technology, not fixing it. Alerts provide for real-time notification of common problems and resolutions. Events can be anything from proactive support to news of the day regarding network outages.
SmartIssue enables automated, real-time personalized data collection. When a user has a problem or question, patented SmartIssue technology automatically collects personalized information about the user, the system and the problem. Based on real-time analysis of this information, SmartIssue automatically and intelligently connects customers to the support channel that best addresses the problem diagnosed.
SupportAction automates resolutions for common problems quickly and easily, including fixes for viruses, software patches, and upgrades for adding additional services.
Context Sensitive Results ensure that every self-service activity locates content that can specifically help a customer based on the characteristics of their individual computing environment. When a customer searches for answers the search is augmented with SmartIssue information. This increases the effectiveness of the solution displayed based on reducing the number of wrong results. |
| - SupportSoft Service Automation Suite Small Business
Download |
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