eSupport update gets users to the right solution quicker

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Support.com, the leading provider of support infrastructure software, has introduced advanced intelligent search capabilities to its eSupport software.

The new SmartResult system uses information gathered from a user’s PC – including application and configuration settings – and links it with advanced knowledge retrieval software. The result is a precision process that returns only those solutions that are truly relevant to the user and their system.

Version 5.0 of the Resolution Suite gives enterprises a more comprehensive software infrastructure for today’s escalating technical support requirements than ever before.

Other innovations include:
Scorecard – gives IT support staff a more precise understanding of where and how support problems occur. It provides real time reporting of service levels, users’ support needs and how the support service can be improved. This means management can prioritise the allocation of support resources more efficiently.

SupportTriggers – proactively initiates the support process, capturing application specific support information. They can be embedded directly into the business application, without changing the source code. Support sessions are then initiated by application events such as a crash, an error message or the user hitting a ‘hot-key’.

Integration Toolkit – is a new software developer kit that speeds up the integration of Support.com technology into customer specific environments. This is particularly valuable to channel partners who use the technology to build branded, customised support portals for their clients, partners and employees.

“Corporations spend millions of pounds on their IT infrastructure, often with very little insight into, or control over, how those systems perform,” said Richard Ptak, vice-president, systems and applications management for Hurwitz Group. “Compounding the problem is the increased complexity and pervasiveness of today’s computing infrastructure, which raise the time and cost needed for support.

“Companies that deliver a solution which proactively identifies and resolves problems before they happen help businesses significantly reduce costs, raise service levels and increase productivity.”

“Users and IT staff alike stand to gain from these latest improvements to our software,” said Terry Lawlor, director of marketing, EMEA at Support.com. “We have enhanced the users’ experience by resolving their technical problems faster and more accurately, and we’ve provided new tools for IT analysts to measure the performance of their computing environments and allocate their resources most effectively.”

About Support.com
Support.com provides support infrastructure software for digital business. Fortune 1000 companies using its software include GE, Cisco Systems, Delta Air Lines, and Bear Stearns, plus OEMs and service providers like IBM, Sony and [email protected]. Support.com’s headquarters are in Redwood City, California, USA, with offices throughout the world.

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