Help Desk Software

Siemens has announced an upgrade of its OpenScape Contact Center. The Version 8 (V8) release will be available to the public on May 18th with virtualization from the server and client directions. The V8 upgrade will also be compatible on any device with a USB port, including netbooks and smartphones.

The new virtualized servers allow data centers to use a software-based contact center solution. The new solution will help to optimize server load and reduce the cost of disaster recovering planning. Using hypervisors, the V8 IT software allows for multiple operating systems and application software to run on the same physical server.

The open solution enables easy deployment, simplified management and cost savings through server consolidation. Through a partnership with VMware, the software and server virtualization company, Siemens is able to run different operating systems on the same physical machine. This will allow data centers to deploy software in a way that will balance workloads instead of segregating software per operating system. “If you think about a server in a conventional way, you would have one application on a server running Linux and another running on a Windows server” explains Ross Sedgewick senior director at Siemens. “Virtualization allows you to spread those applications evenly over multiple servers.”

Virtualization will also allow companies to load their contact center software onto data center machines, instead of having to add onto proprietary hardware at each location. The physical barrier between the contact center and the data center will be eliminated.

The V8 update also offers a web-based agent interface. Users can still used the windows-based client, but have the option of deploying the contact center solution through a browser as well. The web-based agent interface will allow contact center agents to view real-time availability of enterprise workers. Through the agent interface, companies can promote team-wide collaboration to optimize customer service.

OpenScape Contact Center V8 also has Interactive Voice Response (IVR) capabilities. The capabilities are only available on the software and entirely SIP-based. The company boasts that IVR functionality will lower costs instead of using more expensive proprietary hardware. “With this latest version of OpenScape Contact Center, not only do we provide Web-based desktops and an integrated IVR to bolster the classic contact center goals of productivity and customer service, we provide IT with the flexibility to meet business goals quickly and cost effectively,” said VP and GM at Siemens Enterprise Communcations, Scott McDonald. “Since it is optimized for virtualized environments, it gives IT managers increased deployment flexibility and easier management, all while saving money.”

For more info visit: www.siemens-enterprise.com

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LiveTime is a Leading Provider of IT Service Management and Help Desk Software. LiveTime hopes to establish a foothold within the Spanish Market as it signed a partnership with Spanish IT Consulting Company G2 Gobierno y Gestion de TI. G2 will resell LiveTime Service Manager and Help Desk in Spain.

LiveTime hopes this partnership will expand its reach outside of its traditional target audience. In expanding to a Spanish Market, LiveTime hopes to fill a void it sees within the Spanish market. G2 also is extremely excited about this new partnership. With LiveTimes focus on simplicity and functionality, G2 sees great promise with LiveTime’s Help Desk Solution within the Spanish Marketplace.

LiveTime and G2 are hopeful for a long and successful partnership between the two companies. With a similar commitment to the service management industry, LiveTime and G2 looks to be a strong partnership that will enable LiveTime to succeed within the Spanish marketplace.

Technorati Tags: Help Desk, IT Service Management, Service Desk

GWI Software announced the release of its newest product, c.Support Version 8.0, which is a powerful web-based help desk solution geared for help desks of all types and sizes.

c. Support 8.0 has a number of improvements and enhancements which should improve performance and allow support centers to be much more effective in what they do. GWI Software’s committment to improve the help desk community is evident in its devotion to developing the best and most advanced help desk solution possible. Its investment in developing its product shows its committment to the help desk industry.

c.Support 8.0′s improvements includes a new interface as well as a more responsive solution. GWI Software made its support able to handle much larger loads at a much faster speed. This should help help desk organizations that are swamped with requests and enable growing help desk organizations to grow within the same solution.

GWI Software’s many new features should provide help desk departments the tools necessary to accomplish their jobs efficiently and much more easily. For more information on the exciting new changes, you can read the full article here.

Technorati Tags: Help Desk Department, Help Desk Software, Service Desk

Customer support continues to be critical to a company’s success. With the huge workload help desk departments usually handle, it can often be extremely frustrating for companies to deal with many issues. However, inaction on inefficient support processes can cause lost customers and lost revenue.

To better handle customer support and lower support costs, businesses are turning towards service desk software to improve many IT related activities. Service Desk applications now are responsible for managing a variety of processes other than traditional support. However, many of these processes help to improve existing IT functions and thus indirectly improve customer support by helping to diminish the number of IT related support requests.

With a capable service desk or help desk solution, your company can enjoy a much smoother support process and enable your comapny to save money while simultaneously improving customer support. For more information on the benefits of service desk software, you can find the full article here.

Technorati Tags: Customer Support, Help Desk Application, Service Desk

Past studies have tried to find out what help desks spend a majority of their time working on. With the huge number of calls help desk support departments receive, it may be surprising to find out what is the most common reason for the calls. With the wide range of sophisticated and technically complex tools available, these are often not the reason for employee calls to corporate help desk departments.

The main problem help desk teams deal with is a rather simple problem. The biggest reason for calls into help desks is actually attributed to the inadequacy of human memory. Although a simple question to solve, the reason for the majority of calls to help desk departments is due to a forgotten password. Past studies have shown that over 20% of IT related support calls is attributed to a lost or forgotten password. This is ahead of other common support problems such as performance or connection issues.

Although this is a rather simple problem, there is no easy solution for this problem. For more detailed information, you can read the full article found here.

Technorati Tags: Help Desk, Help Desk Support, Service Desk

Metsec, the largest cold roll steel-forming company in the UK, settled on Numara Software to provide its much need Service Desk Solution to upgrade Metsec’s existing help desk solution. Metsec has long been planning on upgrading its service management capabilities and will now push forward with Numara aiding in establishing their new upgraded service desk system.

Metsec spent a lot of time wading through the various different options that were presented before them. In the end, Metsec was looking for something simple and easily managed and learned. Numara Software best fit these criteria which is why Metsec decided upon Numara Software to provide its IT Service Desk support. The implementation of Numara Software should help Metsec fix its preexisting service desk issues.

For more information about this, you can read the full article found here.

Technorati Tags: Help Desk, IT Support, Service Desk, Service Management

Beverage giant Pernod Ricard Pacific is known for its many famous brands all over the world such as Absolut Voda or Chivas Regal to name a few. With its evergrowing business, Pernod Ricard Pacific was looking for a way to efficiently streamline its help desk processes as well as automate many of its activities. As the number of help desk support tickets continued to increase, Pernod Ricard felt it was only appropriate to begin looking for a solution to improve its service desk capabilities.

Pernod Ricard settled on BMC Software IT Service Desk to help solve its help desk support problems. Prior to implementation of BMC Software, Pernod Ricard faced many issues associated with its ancient help desk system. Now, with BMC Service Desk, Pernod Ricard has improved its response times and simultaneously improved customer satisfaction. Also, new monitoring capabilities make it much easier for Pernod Ricard to track and monitor its services.

For more information on BMC Software’s IT Service Desk, you can read the full article found here.

 

Technorati Tags: BMC Software, Help Desk, Help Desk Support, IT Service Desk, Service Desk

IT Service Management serves an integral part in the role of businesses as it encompasses many other critical aspects such as service desk and service management. Digital Fuel has created a product that will help service desks maintain service levels and improve the level of support and oversight of organizational procedures.

Digital Fuel intends to have its software available via a variety of routes. They will allow outright purchases of licensing and will also allow hosted subscriptions to appeal to the variety of consumers out there. Digital Fuel’s application is one that will benefit service desks tremendously by helping to optimize service desk tasks and improve productivity within service desks.

With its offering, companies are able to stay in control of their service desks and manage their service desks efficiently. This new software should provide companies a chance to improve their service desks greatly and provide customers with a superior experience.

For more information on Digital Fuel’s new Service Desk product, you can read the full article found here.

Technorati Tags: ITSM, Service Desk, Service Management

Traditional IT Support sectors of the company were often known as IT Help Desk. However, some companies have chosen to rename their IT support sectors from Help Desks to Service Desk. The idea behind changing the name would be that the new name change would help promote a more service like attitude in these sectors of the company. However, this mentality was not fully embraced early on as many people were skeptical that the name change would be reflected in a change of attitude.

However, in recent times, the service desk mentality has been slowly evolving towards its name. Service desks are focusing more on why problems are occurring, rather than just solving problems. In doing so, they are hopefully preventing other problems from occurring which may be a more effective way of providing help desk support. It is reported that service has been dramatically improving recently as service providers continue to improve in the quality of service they provide to customers. The idea between the name change from help desk to support desk may actually be working as companies take on a more service oriented approach.

To read more about this topic, you can find the full article here.

Technorati Tags: Customer Service, Help Desk, IT Support, Service Desk

Alloy Software has long been a provider of IT service management solutions for the manufacturing industry as they provide solutions that match well with the industry. Alloy Software has been successful for its ability to provide quality solutions at a low cost for its customers. In doing so, it has been able to maintain its popularity in the manufacturing industry.

Alloy has provided manufacturing companies with IT service management solutions which provide comprehensive support and management tools that allow companies to easily manage all their service desk needs. In doing so, companies are able to be more productive and efficient in providing quality service and excellent service care.

Alloy Naviagator and Alloy Discovery are both very popular tools that help IT departments run their operations smoothly. In providing quality help desk support, regular business processes are able to proceed problem free. This in turn leads to better control over business processes and less downtime which greatly benefits a business’ bottom line.

For more information on Alloy Software and what it can provide your company, the full article can be found here.

Technorati Tags: Help Desk, IT Service Management, ITSM, Service Desk, Service Management