help_desk top 10 tool report

8/7/2019 help_desk top 10 tool report

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TOP 10Help Desk Sotware VendorsREVEALED

2011 Edition

Profles o the Leading Help Desk

Sotware Vendors

For more inormation, visitBusiness-Sotware.com/HelpDesk


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2011, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2

Abt Hl Dsk SftwaIn todays competitive marketplace, companies need to provide more than just

quality products and services to attract and retain customers. In order to differentiate

themselves, they need to deliver world-class service and support, going the extra mileto ensure customer satisfaction. For many businesses, the help desk is the front line,

serving as the initial contact point for customer questions and problems. Yet many help

desks rely on inefficient, error-prone, paper-based processes, such as email trails, to

address customer issues.

Additionally, many companies are consolidating internal and external support

operations, providing centralized handling of both employee and customer problems.

While this can increase efficiency, optimize resources, and reduce costs, it can also

present multiple challenges such as cross-training support teams, integratingdisparate procedures, and properly prioritizing issues.

What s Hl Dsk Atmatn?

Help desk, also known as Service Desk, automation gives companies the ability to

quickly and effectively address issues by:

Providing self-service support capabilities, such as online help or frequently asked

questions (FAQs), so customers and employees can quickly resolve common, routineproblems on their own.

Centralizing, streamlining, and automating the activities associated with issue-

handling, and tracking issues from the moment they are reported, until they are

resolved.

Providing a knowledgebase that contains the comprehensive information support staff

needs to rapidly and accurately respond to inquiries and solve problems.

With help desk automation, companies can increase collaboration and information-

sharing among the various departments that play a role in customer satisfaction,

including customer service, product development, and quality assurance, as well as field

consultants and support staff. Additionally, help desk automation can tightly integrate

both internal and external support processes.

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2011, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

Abt Hl Dsk SftwaHelp desk automation is an effective component of a company-wide customer

relationship management (CRM) strategy. When coupled with other CRM components,

such as sales force automation and customer service systems, it can provide aunified view of customer activities, so support staff can better understand needs and

preferences, and choose the best, most effective approach to addressing each issue.

Ky Bnfts f Y Cmany

With help desk automation, you dramatically improve customer satisfaction, loyalty,

and retention by ensuring that every issue is handled as efficiently as possible. First-

call resolution rates will increase, staff productivity will be optimized, and your service

professionals will be more informed and responsive.

Additionally, studies show that companies who are equipped to quickly resolve

technical and non-technical employee problems are likely to experience higher morale,

improved productivity, and lower turnover rates.

Help desk automation also eliminates the communication bottlenecks that cause issues

to be mismanaged or dropped. And, it can significantly reduce the costs associated

with service and support operations.

Ds My Cmany Nd Hl Dsk Atmatn?

Any company can benefit from help desk automation. Customers are increasingly

demanding and extremely prone to churn. Even the slightest inefficiency in support

procedures can result in reduced market share and declining profits. With help desk

automation, you can build stronger, more collaborative relationships. You can deliver

the immediate around-the-clock service your customers require, and provide them with

a wide range of convenient support channels to choose from.

Additionally, help desk automation enables your support department to meet corporate

mandates to do more with less. It increases productivity and output, while reducing

operating expenses, by helping to resolve customer and employee problems in the

most efficient and cost-effective way possible.


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Abt Hl Dsk Sftwa

Cmmn Hl Dsk Atmatn Fats

The help desk automation solutions available today are primarily Web-based, and

provide a wide array of functions to enhance support-related processes, including:

2 x 7 self-service, such as online problem reporting or job ticket opening, as well as

FAQs and other documentation.

Support for multi-channel communications, including email and live chat.

End-to-end activity tracking and status monitoring.

Reporting and analytics to help identify important trends. Do certain products have

higher than average defect rates? Are assembly instructions or user manuals difficult

to understand? What new features are customers requesting?

Dynamic resource allocation that automatically assigns staff members to issues

based on workload, as well as skills and experience.

Real-time alerts that flag potential support breakdowns, and instantly notify

management when unusual or highly-complex problems are reported, or when issues

go unresolved for an extended period of time.

What t Lk f Whn Chsng a Sltn

Not all help desk automation solutions are the same. While most provide similar

functionality, only a few provide the customization capabilities needed to deliver trulysuperior support.

The ability to customize your help desk solution is vital for two reasons. First, customer

needs, common issues, and support procedures vary greatly from industry to industry.

Additionally, each company has unique support-related workflow processes. The

solution you choose must be flexible enough to conform to or even improve upon

your existing processes, and should not force you to re-vamp or tailor those processes

to fit the way the solution works.

T 10 Hl Dsk Sftwa Vnds

You have many options when choosing a help desk software vendor. To make it a bit

easier, weve featured some of the leading help desk solutions in this paper. Review

these vendors, and youll be well on the way to finding the right help desk package for

your business.

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HeADquArTerS:Pleasanton, CA

DeLiVerY MoDeL:

On-premise

SaaS

Hybrid

oWNerSHip:

Private

FouNDeD:

1989

HeLp DeSK proDuCTS:

HEAT Service and Support is the FrontRange flagship help desk solution. HEAT

can be extended with other FrontRange IT software management applications for acompletely integrated Service Management and Infrastructure Management toolset.FrontRange also offers customer facing solutions forSales, Marketing and CustomerService.

CuSToMer FoCuS:

Small and mid-size businesses.

SeLeCT CuSToMerS:

FrontRange customers represent percent of the Fortune 100 and 76 percent ofthe FTSE 100, and include Coca-Cola, Shell Oil, Prudential Securities, lectricit deFrance, Mack Trucks, Campbell Soup, Avaya, Bechtel Corp, Bank of America, TurnerNews Network.Virgin Money, Warehouse, Dominos Pizza, and Baylor UniversitypriCe:

Not Published

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www.frontrange.com | [email protected] | 1-800-776-7889


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Abt Fntrang

FrontRange is the Leading Provider of IT Software solutions focusing on Service

Management, Help Desk, and Infrastructure Management and Customer Relationship

Management.

The broadest, most complete and proven IT and customer facing solutions for mid

sized and growing businesses

Best in class applications and integrated solutions on an advanced, open and

scalable architecture

Market leading R&D investment drives innovation and protects customer investments

Delivers an integrated Voice Communication solution (software-based VoIP) for

increased automation and improved employee and customer communications

Fast to deploy product capabilities and combinations and provides our customers with

fast time to value

Includes advanced business process automation design tools for new levels of

efficiency

HEAT Service and Support is the foundation for the HEAT product suite from

FrontRange Solutions. HEAT Service and Support provides core service and support

functions, including incident tracking, problem management, change management,

inquiry tracking, and case management. Additional modules with extended functions arelisted below.

HEAT is your answer when you provide technical service and support to customers,

employees, vendors, and more. The high level of flexibility provided by HEAT allows it

be used in numerous roles, such as tracking cases in a customer service department,

Human Resources inquiries, or managing your IT service desk, while at the same

time providing a complete analytical view of end-to-end performance metrics. HEAT

gives you the visibility to see where you can improve, and the agility to change as your

business changes, to elevate your organizations response to meet market demands,

and to stay within your budget.

The HEAT family is a comprehensive service solution. You can add the following

modules to the core HEAT Service and Support platform:

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Abt FntrangHeAT pls Vc Add the power of an integrated Voice Communication system

with the FrontRange software-based telephony solution; provide easier access to

support and benefit from a lower cost service channelHeAT Slf Svc Increase customer satisfaction and decrease costs as

customers efficiently find their own answers and log and track their own incidents and

service requests

Fntrang Cntnnal Dscvy Effectively manage your IT assets, software

licenses, and vendor contracts. Improve Mean Time to Resolution (MTTR) when

your service team has immediate visibility into the hardware and software assets

associated with incidents and problems.

HeAT pls Knwldg Benefit from integrated use of your knowledge base

information for IT agents and employee self helpClnt Lfcycl Managmnt Provide remote technical support to customers

desktop PCs, as well as automated PC provisioning, software distribution and patch

management.

HEAT offers an extensive IT management portfolio, designed for the mid-market. The

core HEAT module includes message monitoring tools that not only automate email

processing, but also include the ability to process XML files, and consume web services

to create and update both incident records and customer records. The BusinessProcess Automation tool provides templates and wizards for designing a flexible

escalation process, survey distribution process, and other automatic notifications.

HEAT is an effective solution for any size company, in any industry, with specific design

considerations for small to mid-sized organizations. It is the only product in its class that

allows real-time remediation and escalation.

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Abt FntrangHeAT pls Vc Add the power of an integrated Voice Communication system

with the FrontRange software-based telephony solution; provide easier access to

support and benefit from a lower cost service channelHeAT Slf Svc Increase customer satisfaction and decrease costs as

customers efficiently find their own answers and log and track their own incidents and

service requests

Fntrang Cntnnal Dscvy Effectively manage your IT assets, software

licenses, and vendor contracts. Improve Mean Time to Resolution (MTTR) when

your service team has immediate visibility into the hardware and software assets

associated with incidents and problems.

HeAT pls Knwldg Benefit from integrated use of your knowledge base

information for IT agents and employee self helpClnt Lfcycl Managmnt Provide remote technical support to customers

desktop PCs, as well as automated PC provisioning, software distribution and patch

management.

HEAT offers an extensive IT management portfolio, designed for the mid-market. The

core HEAT module includes message monitoring tools that not only automate email

processing, but also include the ability to process XML files, and consume web services

to create and update both incident records and customer records. The BusinessProcess Automation tool provides templates and wizards for designing a flexible

escalation process, survey distribution process, and other automatic notifications.

HEAT is an effective solution for any size company, in any industry, with specific design

considerations for small to mid-sized organizations. It is the only product in its class that

allows real-time remediation and escalation.

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HeADquArTerS:

Lafayette, CA

DeLiVerY MoDeL:

On-Premise Software

oWNerSHip:

Private

FouNDeD:

199

HeLp DeSK proDuCTS:

TechExcel Service Suite*

CuSToMer FoCuS:

Serves mid-size to large corporations.

SeLeCT CuSToMerS: Electronic Arts, Fujitsu, Activision, Taleo, Westinghouse, Honeywell, Kodak, Nokia,Caterpillar, Mirage Resorts

priCe:

Not Published

www.techexcel.com | [email protected] | (800) 9-7782 ext.


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Abt Tchexcl

TechExcel ServiceWise is the comprehensive help desk and IT service management

solution to optimize every aspect of your service and support processes no matter

how simple or complex your business processes may be. When you need the ultimateworkflow power to enforce business process rules and coordinate teamwork activities

from your help desk engineers, employees, management, and multi-department

engineering teams, TechExcel ServiceWise is the ideal choice. Automate and

streamline IT services and help desk activities with configurable workflow, process

management, email notification and knowledge base. Facilitate self service with a

powerful web portal that includes online incident submission, status checks, online

conversations and intuitive knowledge base searches. IT teams now a single, integrated

solution for all their needs: help desk incident management, problem escalation and

analysis, IT change management, and optional holistic asset management and servicelevel agreement modules.

By using point-and-click interfaces it can be easily configured and customized to suit

your business needs. TechExcel ServiceWise gives you a truly affordable, configurable

yet powerful help desk solution that will help make your employees happy by increasing

their productivity.

incdnt tackng and sltnTrack all incidents and problems with full audit trail throughout the resolution lifecycle.

Each record contains the documents, knowledge-topics, links, email threads - and more

- for a holistic view of your entire help desk lifecycle.

Wkflw-nabld mal managmnt

Automatically route employee email to appropriate support staff and track the entire

correspondencehistory.

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Automatically assign new issues to the most appropriate person based on their

skills and workload, then trigger automatic notifications when issues are overdue.

ServiceWise supports the ITIL framework byseamlessly integrating incident

management processes with problem management and change management

processes.


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Blt-n ts and analyss

Over 10 pre-defined, presentation-quality reports and graphs with the power to easily

create additional custom reports with Crystal Reports

intgatd asst managmnt

The integrated asset management capabilities of AssetWise helps optimize all asset-

related processes during an assets lifetime, from purchasing through implementation to

service upgrades and returns.

Th ndstys bst emly Wb ptal

The easy-to-navigate personalized web portal gives employees a convenient way to

communicate with your IT services and help desk department. The TechExcel EmployeeWeb Portal improves employee satisfaction and your IT service desk efficiency and

virtually eliminates the risk of data errors caused by manually transferring information

from employees to support engineers.

Flly cstmzabl s ntfac

Fully customizable interface allows you to design your fields and forms to suit your

specific business needs without waiting for high-priced consultants to do the job.

Knwldg managmnt

Complete knowledge base management helps your support team reduce repetitive

support tasks and empowers users to find answers by themselves.

Abt Tchexcl


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www.numarasoftware.com | (800) 7-6970

HeADquArTerS:

Tampa, FL

DeLiVerY MoDeL:

Web-based On-Premise,

Hosted, and SaaS

oWNerSHip:

Private

FouNDeD:

1991

HeLp DeSK proDuCTS:

Numara FootPrints

Numara Track-It!

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*

CuSToMer FoCuS:

Serving medium to large organizations with Numara FootPrints

Serving small to medium organizations with Numara Track-It!

SeLeCT CuSToMerS:

Dura-Tech, United Way, Hewlett-Packard, Coldwell Banker, The Hartford, Talbot

Financial Corporation


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Abt Nmaa Sftwa, inc.With more than ,000 customer sites worldwide, Numara Software is a global leader

in delivering practical, flexible solutions that allow IT organizations to improve service

to their end-users. The integrated IT service management and IT asset managementsoftware platforms enable organizations to efficiently automate a wide variety of IT

related tasks and processes using interoperable solutions from a single, proven vendor.

Widely known for their dedicated focus on ease of use and affordability for customers,

Numara IT solutions deliver fast time-to-value, increased control, and reduced risk for

small businesses to large companies.

Numara offers well-established, flagship solutions, which include Numara Track-It!,

Numara FootPrints, and Numara Asset Management Platform. The solutions help IT

managers with first-time automation needs to complex, integrated processes for help

desk, IT service management, IT asset lifecycle management, inventory and desktop

management, compliance and vulnerability management, and power management.

Nmaa Ftpnts- Numara Softwares flagship service desk management

product, Numara FootPrints, is unprecedented in its flexible and effortless

implementation and configuration. It features streamlined ITIL enablement capabilities

for 12 service desk best practices including incident, problem, request and changemanagement, plus configuration management, service catalog support and service

level management. Through process and data integration with the Numara Asset

Management Platform, IT service desk agents can view IT configuration data and

perform critical desktop management tasks from the IT service management console.

Numara FootPrints can also be easily configured to automate non-IT process-oriented

workflows without complex programming. It is the most comprehensive and adaptable

Service Desk Management solution on the market today. It provides very compelling

value the best depth of functionality for your service desk, combined with low

implementation and maintenance costs and lightning-fast time to productivity.


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Abt Nmaa Sftwa, inc.Nmaa Tack-it! The worlds most widely installed all-in-one help desk and

asset management solution, Numara Track-It! delivers functionality right out of the

box. Numara Track-It! delivers best-in-class features for incident, problem and changemanagement functionality at a very low cost of ownership. The asset audit and tracking

functionality included within Numara Track-It! helps IT teams quickly obtain visibility of

assets and simplifies ongoing asset tracking and management.

Nmaa Asst Managmnt platfm Numara Asset Management Platform

(NAMP) helps organizations meet the challenges associated with hardware and

software configuration management, software deployment and license management,

patch management, vulnerability management, and power management in a single

PC lifecyle management platform. Plus, through deep integration with the Numara

FootPrints, help desk agents have ready access to asset configuration data and can

perform common tasks, such as, software deployment, patch management, and remote

control right from their help desk console without involving Level 2 and Level support

resulting in lower costs, optimized resources, and faster resolutions.


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HeADquArTerS:

Barbados, West Indies

DeLiVerY MoDeL:

On-premise or Web-based

oWNerSHip:

Private

FouNDeD:

1988

proDuCTS:

HelpSTAR*

CuSToMer FoCuS:

Mid-sized enterprises in various industries

SeLeCT CuSToMerS:

North Carolina National Guard, Rochester General Hospital, MGM, Bobcat, American

First Credit Union, Kaiser Aluminum, UCLA, Yamaha Motor Co., Art.com, QAIQ

priCe:2-rep license from $,99 for the base edition; additional licenses $69/rep

www.helpstar.com | [email protected] | 1-800-6-7


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Abt HlSTArAs one of the industry pioneers, HelpSTAR has been developing and marketing help

desk software since 1988. As technology has evolved, its products have advanced

in tandem. Originally developed on a mini computer, HelpSTAR evolved to DOSmachines, LANs, and then the World Wide Web. Platinum client list attests to the high

degree of satisfaction and to the fact that whatever challenges new architectures bring,

HelpSTAR will be there to leverage existing and new technologies, to empower end

users with self-service capabilities, and to help managers optimize service delivery.

HlSTAr Ky Fats

iTiL St

HelpSTAR help desk software supports ITIL for best-practice service management,from problem and incident management, to configuration management, to service level

agreements (SLA), to reporting and data analysis complete with a simple and easy to

use interface. Every window utilizes our Ribbon interface, which facilitates finding items

and ensures users get full functionality from the product. This is just one component of

HelpSTARs overall usability, setting it ahead of other applications.

Wb Accss

HelpSTARs web portal provides access to anyone looking to log a request, viewthe status of current requests, or resolve issues on their own by searching through

knowledgebase articles. This easy to navigate interface can be made even easier

by synchronizing the login to a users active directory account eliminating the need to

remember another password.

emal St

For those who prefer to communicate via email, HelpSTAR can process incoming email

requests, send reply messages, notify requesters of updates to their requests, and

send outgoing request details. For those emails sent to users directly, HelpSTAR Email

Inbox can be used to quickly create and update service or purchase requests from

emails in their inboxes.


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Abt HlSTArCstmzatn

Being able to customize helpdesk software to an environment is vital for its success.

HelpSTAR provides tools to customize requests, users, assets, and even workflow.With the HelpSTAR User Defined Field designer, anyone can create custom objects

with any other fields they want. Adding fields to a user to include company-specific data

can be done in seconds. Creating a request form for a user privilege change can be

done by asking for all of the information required; it can then be created and posted

within minutes. HelpSTARs Project Templates gives users a streamlined process

for managing their projects and other multi-step procedures from beginning to end.

Processes such as the implementation of a new user or the managing of a change can

be created and customized to user environments.

Atmatn

HelpSTAR helps users save time by addressing and managing requests with

customized automation and templates. HelpSTARs Memo Templates with predefined

text that can be called upon at any time reduce the amount of time spent on writing

redundant memos. For commonly logged issues, Quick Request Templates can be

used to quickly log a request with information already populated. Finally, HelpSTARs

business rules allow you to automate standard operations and customize workflow with

just a few mouse clicks. Auto-Routing of requests, Notifications of breached SLAs, andAutomated response to end users are just some of the possibilities of this powerful tool.

Asst Managmnt

HelpSTARs award winning asset management component allows you to track asset

support, allocation, and costs while also discovering specifications of machines on

a network. With a singles service installed on the HelpSTAR server, any Windows

machine can be found, scanned, and brought into the HelpSTAR database.

rtng & Data Analyss

Finally, when it comes to retrieval of asset management data, HelpSTAR data analysis

tools make it quick and easy to get the information you want, whether it is a dashboard

of charts, a simple query, or a custom Crystal report automatically emailed out on a

scheduled basis.


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HeADquArTerS:

Pleasanton, CA

DeLiVerY MoDeL:

Web-Based On-Premise

oWNerSHip:

Private

FouNDeD:

1996

HeLp DeSK proDuCTS:

ServiceDesk Plus 7.*

CuSToMer FoCuS:

Businesses and companies of all sizes in all types of industries including companies in

the Call Center/Customer Management, Banking/Finance, Healthcare, Education, IT

Services, Engineering, and Entertainment industries.

SeLeCT CuSToMerS:

Hallmark Channel, Lufthansa Airways, Digicel, City of Dublin, Honda, Bosch, Wyeth

Pharmaceuticals, Ericsson, nvidia, Pink Elephant, University of Minnesota, NorthStar

Bank and Shangri-La Hotels

priCe:

ServiceDesk Plus Standard Edition starts at $9.

ServiceDesk Plus Professional Edition starts at $99.

ServiceDesk Plus Enterprise Edition starts at $299.

www.manageengine.com | [email protected] | +1-92-92-900


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Abt Managengn

ManageEngine is the Enterprise IT Management Software division of ZOHO Corp.

(formerly AdventNet, Inc.). Founded in 1996, ZOHO Corp. is headquartered in

Pleasanton, CA with offices in North America, Europe and Asia.ManageEngine is the leader in low-cost enterprise IT management software. The

ManageEngine suite offers enterprise IT management solutions including Network

Management, HelpDesk & ITIL, Bandwidth Monitoring, Application Management,

Desktop Management, Security Management, Password Management, Active Directory

reporting, and a Managed Services platform. ManageEngine products are easy to

install, setup and use and offer extensive support, consultation, and training.

More than 0,000 organizations from different verticals, industries, and sizes use

ManageEngine to take care of their IT management needs cost effectively.

SvcDsk pls

ServiceDesk Plus is web-based helpdesk software that helps companies manage

all communications from a single point. It offers an integrated Request management

(Trouble Ticketing), Asset management, Purchase order management, Contract

Management, Self-Service Portal, and Knowledge Base. ServiceDesk Plus packs all the

modules at an affordable price.

ServiceDesk Plus is offered in three different packages to suit the needs of its various

customers.

ServiceDesk Plus offers you a Standard Edition with all the helpdesk features to

manage your requests and incidents with features such as:

* Help Desk

* Self Service Portal

* Knowledge Base

* SLA Management* Help Desk Reports


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Abt Managengn

The Professional Edition offers more advanced features along with the basic help

desk . It includes integrated Asset Management, Purchase Management, Contracts

Management along with Helpdesk (Standard Edition Features). The Asset managementalso comes with Software compliance & license tracking, Product Catalog, NMS

integration, Asset Reports etc.

The Enterprise Edition is a completely ITIL ready Helpdesk and it also includes

both the Professional Edition and the Standard Edition features. This includes

Incident management, Problem management, Change management & Configuration

management database (CMDB).


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HeADquArTerS:

Boulder, Colorado

DeLiVerY MoDeL:

Software-as-a-Service

(SaaS), Content-as-a-

Service (CaaS)

oWNerSHip:

Private

FouNDeD:

2009

HeLp DeSK proDuCTS:

Troppus Digital LifeSupport

Semantic Knowledge

Management System (SKMS

Agent Console Application

End-User Self-Help/Desktop

Application

Professional Content

Management Services

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*

*

*

CuSToMer FoCuS:

Broadband Service Providers, BPOs/MSPs, Enterprise, Technology Providers, and

Gaming

SeLeCT CuSToMerS:

AOL, Linden Lab (creators of Second Life), Open Range Communications, and

mindSHIFT Technologies

priCe:

Not Published

www.troppussoftware.com | [email protected] | 1-0-9-62


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Abt TsAt Troppus Software Corporation (support spelled backwards), the mission is simple:

to materially reduce the cost and complexity of customer care related to technology.

Troppus is bringing 21st century technical support to the technical service industry byproviding solutions that enable and extend an important dialogue between consumers

and their product and service providers, allowing them to manage technical support

needs in a smarter, more efficient way. Troppuss technology plays a critical role in

creating an open, extendable, standards-based, and end-to-end customer care and

technical support ecosystem that empowers both end-users and call center personnel to

more efficiently and effectively address technology issues.

Ts Dgtal LfSt Ky Fats

Digital LifeSupport (DLS) is a comprehensive software and services solution designedto materially reduce the cost and complexity of customer care. The three components

to this innovative software suite are the Semantic Knowledge Management System

(SKMS), a web-based Agent Application and an end-user Client Application. These

modules can be deployed collectively, or individually, and provide access to:

Semantic Knowledge Management System (SKMS):

A robust knowledge base seeded with1,000s of devices, application and educational

content articles which grows every day

Ability to create, post and share solutions in real-time, across your agent base, and

across (and from) the broader Troppus customer base

Structured and contextual search with consistent content presentation

Multiple content sources, which aggregate content across call center agents,

end-users, and Troppus Content Engineers augmented by artificial intelligence

generated from incident correlations across the entire Troppus customer base

Use of video, graphics and textual data

Customizable and personalized content, whereas each end-user will see content

images that represent the actual deployed hardware or product/service that isin their home (or office) environment, driving much greater content and self-help

effectiveness

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Abt TsClient Application: A thin PC-based application providing:

Connectivity diagnostics and a suite of one-click repair tools

Access to the SKMS via contextual searchIntegrated secure chat and messaging with the Troppus Agent Application

Dashboard view of system health

Configurable interface i.e. a white-label offering

The ability for the service provider to easily push and/or prioritize content to the end-

user interface

Agent Application: A web-based application providing:

Access to pre-populated end-user system configuration data no more 20 questions

with the end-userIntegrated chat, email, content push and remote services capabilities with the ability

to automatically reconnect a chat dialogue if an end-user disconnects accidentally, or

as part of a repair procedure (i.e. a required rebooting of the end-user PC or modem/

router)

Easy integration with existing voice technologies

A toggle-free dashboard allowing for easy integration of multiple applications into one

integrated view

Access to the SKMS, with ability to create real time potential solutions on the fly andthen immediately publish to all agents across your organization

True remote services capabilities

Incident Management capabilities for inter-agent escalations/transfers

Open APIs for the integration of third- party or internal assets to include; CRM, billing,

communication, asset management, change control, ERP, etc.

Robust metrics on end-user usage, SKMS effectiveness, resolutions times, root

causes, etc.

Ts Dgtal LfSt Hghlghts

The Digital LifeSupport customer service and support suite is proven to:

Decrease calls to a call center by providing capabilities for an end-user to easily

resolve a range of common incident types themselves

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Abt TsMaterially decrease average handle times by leveraging tools, content, and the

Troppus artificial intelligence engine to identify the most likely solutions for a given

end-user environment coupled with identified symptoms and key indicators related tothe incident

Increase first-call fix rates through early and accurate diagnostics

Reduce troubleshooting time by solving issues once, then making the resolutions

available across the entire customer support organization in real-time

Reduce call center agent training and ramp-up time by providing an easy to use

diagnosis framework

Improve product reliability by identifying and tracking quality issues

Increases call center agent productivity and satisfaction levels

Additional Troppus benefits include:

One-Click Resolution

By providing one-click fixes, Digital LifeSupport has created the tools for the average

user to solve everyday technical problems such as lost connectivity, spyware, a slow

PC, and network issues resulting in fewer and shorter customer care calls.

Intelligent Self-HelpAs the digital home becomes more complex, the average consumer will need an ever-

increasing amount of support in order to resolve a wide array of evolving issues. Digital

LifeSupport provides this through tools and an intelligent knowledge management

system leading to a truly empowered consumer.

Configurable

Every service provider is unique, and Troppus recognizes that providing the capability

to configure Digital LifeSupport is critical, including open APIs for integration with a

range of third-party applications.

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Abt TsBusiness Intelligence & Reporting

A comprehensive data analytics engine delivering intelligence on support incidents,

configuration and anonymous usage patterns across your consumer base, and acrossthe industry allowing you to make more informed business decisions.

With Digital LifeSupport you can:

elmnat costs and increase customer satisfaction throughout the customer care

process.

emwusers with increased accessibility and usability of their technology.

rdc agent frustration and turnover rates.

Troppus would like to schedule a brief 0 minute session to understand your technical

customer care work-flow processes, and introduce the Troppus capabilities, to jointly

determine if there are potential synergies between our two companies.

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HeADquArTerS:

San Francisco, CA

SoFTWAre MoDeL:

Hosted

oWNerSHip:

Public (NYSE: CRM)

FouNDeD:

1999

HeLp DeSK proDuCTS:

Salesforce Service &

Support

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CuSToMer FoCuS:

Salesforce delivers integrated, completely customizable enterprise applications for

companies of all sizes.

SeLeCT CuSToMerS:

AMD, ADP, Bell, CNET, Expedia, FedEx, Genesys Conferencing, Great-West

Healthcare, Spansion, Sprint

priCe:

Not Published

www.salesforce.com | [email protected] | 1-800-NO-SOFTWA


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Abt Salsfc.cmThousands of companies worldwide depend on Salesforce to manage their sales,

marketing, customer service, and other critical business functions.

Salesforce delivers integrated, completely customizable enterprise applications for

companies of all sizes. Salesforce is easy to learn and use, and be up and running in

weeks or daysnot the months or years required by traditional client/server business

software.

IT departments are forced to spend a significant portion of their time on implementation,

maintenance, and upgrade projects that too often dont add significant value to a

companys bottom line. Increasingly, IT teams are turning to the on-demand, multitenant

model to minimize the time spent on lower-value activities and allow IT to focus onstrategic activities with greater impact on the business.

The Force.com is the foundation for meeting the changing needs of customers and

the evolving demands of business. The business cloud spans every channel, so your

company can meet customer needs on their terms. And Salesforces multitenant

infrastructure gives 7,700 customers the speed, flexibility, and scale they need to be

successful in an ever-changing world.

Salesforce provides innovative solutions to solve many common IT-related business

challenges. Thousands of companies successfully rely on Salesforce to support their

help desk departments. Companies are using Salesforce Help Desk for a variety of

reasons including:

Internal IT Ticket tracking: Routing and assignment of tickets to promote efficiency

and improve workflow.

Asset Management: Track hardware and software assigned to employees.

IT Change Management: Change Management allows companies to record anychanges in IT infrastructure are approved and recorded.

Human Resources Processing: Assists your HR department with HR related tasks

including: benefits, terminations and recruitment of employees.

Self Service Portal: Allow Employees to Handle their own issues and resolve them on

their own.

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Abt Salsfc.cmSalesforces IT Helpdesk support provides companies with the features they need to run

a smooth and productive help desk operation. Salesforce Service & Supports closed

loop service provides the steps and features employees can easily follow to provide topnotch customer service in an efficient manner. Salesforce Service & Support provides

help desk employees with a complete workflow to allow employees to keep track of

issue statuses and to ensure help desk issues are completely resolved before being

closed.

In fact, Salesforce uses its own solution to manage its help desk needs and keep its

own IT Department running smoothly. Salesforce Service & Support provides the tools

necessary to manage hardware and support for over 2000 employees in locations all

over the world and allows for interdependent workflow among different departments.With around ,000 cases resolved per month within its own company, Salesforce

displays the effectiveness and power of its Help Desk Solution.


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HeADquArTerS:

McKinney, Texas

DeLiVerY MoDeL:

Hosted and On-Premise

oWNerSHip:

Private

FouNDeD:

200

HeLp DeSK proDuCTS:

PhaseWare Tracker

PhaseWare Event Engine

PhaseWare Self Service Ce

PhaseWare Live Chat

PhaseWare Tracker OnDem

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CuSToMer FoCuS:

Solutions for small and midsized businesses (SMB)

SeLeCT CuSToMerS: City of Key West, Thermo Fisher Scientific, Lenders Title Company, Dexter+Chaney,Rural Wisconsin Health Cooperative, Unified60, Quest Recycling Services

priCe:

Not Published.

www.phaseware.com | [email protected] | (866) 616-6629


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Abt phasWaPhaseWare provides Customer Service and Support software applications optimized

for the Small and Medium Business (SMB), delivering robust and financially viable

solutions. There is a major distinction between installing software and implementing asolution. With PhaseWare, you can better manage your business processes, reduce

operational expenses, and significantly increase the effectiveness and quality of your

customer service. The PhaseWare Tracker suite of products is uniquely designed to

accelerate implementation of these solutions, which are delivered in either an On-Site or

Software-as-a-Service (SaaS) model. PhaseWare provides a competitive advantage for

the SMB to serve, support, retain, and maximize the value of every customer.

The PhaseWares suite of solutions includes four complementary applications that work

together to power total customer service across all phases of interaction.

phasWa Tackis a powerful, affordable customer-support and help-desk

application built on Microsoft industry standards. Tracker is ideal for customer service

and customer support groups with incoming calls, help desks supporting applications

in outlying locations or offices, and businesses that support complex products and

services that require ongoing customer interaction.

To help you create a unique customer experience, Tracker lets you:View detailed customer information with the click of a button

Efficiently manage incidents, trouble tickets, and work orders

Determine historical trends and analyze recurring issues

Provide fast, easy, and efficient service and trouble resolution

Track service level agreements

PhaseWare offers Tracker in a client server license model, hosted ASP model, and as

web-based (SaaS) Tack onDmand to give you even greater financing flexibility.

phasWa evnt engn enables you to differentiate your service by staying on top

of customer trends and issues; taking quicker action in providing customer service; and

refining your processes.

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Abt phasWaEvent Engine lets you automate:

Ticket escalation and alert distribution for high-priority tickets.

Incident creation from the emails you receivewith customer, contact, subject, andproblem already defined.

Email updates to customers about their open tickets.

Alerts for unusual customer or problem activitybased on thresholds you set.

Alerts about ticket queues exceeding pre-designated thresholds.

Email notifications and survey distribution to your customers when tickets are closed.

Alerts if youre close to missing a service level agreement.

Email reports on customer, agent, or trouble ticket activity.

With Event Engine, youll never be in the dark about critical issues and activities. Youllbe able to communicate with your customers in a whole new wayand deliver service

that truly sets you apart.

phasWa Slf Svc Cntis a secured web portal that enables your customers

and employees to:

Submit incident tickets

Check status of existing trouble tickets

Search knowledgebase, solutions, downloads, forums, notices, incidents, and FAQs

Engage with others through forums and communities

Retrieve document and software downloads

Receive notifications of changes

Subscribe to further information about a topic of interest

Through a password-protected portal, managers and executives can view location-

specific or companywide ticket information and reportsinstantly. Self Service Center

gives your customers a fast, easy way to submit tickets, interact with other users,

download documents and updates, and receive up-to-date information.

phasWa Lv Chat gives customers an additional channel for support. Live Chat

retains the real-time interaction of the telephone with the text capture of email or live

logging. For those customers with hearing loss, Live Chat offers a channel for real time

support with distinct advantages over TTY, TDD, phone relay, or email.

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Abt phasWaWith Integrated Chat you can:

Let one agent interact with multiple customers

Decrease waiting times with customized chat channelsDecrease resolution time: customers can send files over chat

Require resolution classification prior to chat closure

Improve incident resolution with virtual teamwork

Add content to the knowledgebase

Bring together a geographically distributed workforce for team resolution processes

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www.bmc.com | 1-800-81-201

HeADquArTerS:

Houson, TX

DeLiVerY MoDeL:

On-premise Software

oWNerSHip:

Public (NYSE: BMC)

FouNDeD:

1980

HeLp DeSK proDuCTS:

BMC Remedy Customer

Support (Remedy)

BMC IT Service

Support for the Midsized

Business (Magic)

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CuSToMer FoCuS:

BMC Software is focused on serving the Global 2000.

SeLeCT CuSToMerS: Illinois Century Network, SecureInfo, Optimis

priCe:

Not published.


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Abt BMC (rmdy)BMC Software, Inc (NYSE: BMC), is a leading provider of enterprise management

solutions that empower companies to manage IT from a business perspective.

Delivering Business Service Management, BMC Software solutions span enterprisesystems, applications, databases and service management. Founded in 1980, BMC

Software has offices worldwide and posted fiscal 2006 revenues of more than $1.9

billion.

With the acquisition of Magic Solutions in 200 and Remedy assets from Peregrine

Systems in 2002, BMC Software has assembled a suite of tools allowing it to market

help desk/customer service solutions to virtually any sized organization. At the larger

end, BMC has integrated the Remedy product line into its Atrium suite, with the

underlying configuration management database (CMDB) shared among all componentsof the Atrium line that have been developed in Remedys Action Request (AR) language.

The BMC Magic Service Desk Suite product line is targeted for organizations with 200

or fewer employees.

With BMC Remedy Customer Support, you can increase customer satisfaction,

continually improve service quality, and enjoy considerable agility in meeting your

customers evolving service requirements all while reducing service costs.

As a leader in Service Management, BMC has developed a thorough understanding of

the complexities of service and problem management processes. The company bring

this expertise out of the help desk and into the customer service center with their BMC

Remedy Customer Support product. BMC Remedy Customer Support provides:

Flexible process modeling for guiding service and support agents through established

call management workflow processes by category, resulting in effective issue

resolution, efficient collaboration, and comprehensive work order tracking for both ad

hoc and predefined tasks.A panoramic, role-based customer view that includes customer interaction histories

and enables service and support agents to deliver personalized and effi cient service

every time.

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Abt BMC (rmdy)Coordination of customer interaction across multiple channels, including telephone,

fax, e-mail, and the Web, ensuring continuity regardless of the channels used.

A solutions database with efficient search tools that helps agents resolve problemsfaster, often on the first call.

Ability to create, manage, and enforce service entitlement (service contracts)

with flexible overrides, helping increase service and support profitability without

jeopardizing customer relationships.

A variety of assignment, escalation, and notification options that get issues to the right

people at the right time to ensure fast and effective support delivery.

Self-service functionality that permits customers to search a knowledgebase and

submit, update, and check issues over the Web, improving customer satisfaction

while reducing the load on the call center.

BMC Remedy Customer Support is built on the adaptable BMC Remedy Action

Request System. As a result, you can quickly configure BMC Remedy Customer

Support to meet the unique needs of your organization and industry without complex

programming or complicated upgrades.

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HeADquArTerS:

Redwood City, CA

DeLiVerY MoDeL:

SaaS or On-Site

oWNerSHip:

Private

FouNDeD:

200

proDuCTS:

Vivantio Service Desk

CuSToMer FoCuS:

Enterprise, Mid-Size, Small

SeLeCT CuSToMerS:

Ricardo, Toshiba, TIGI International, Zen Internet, Winchester University, Clerical

Medical, GH Financials, WelcomSoftware, Ince Law, Arcadia Housing Group, AXA ICAS

Group, Allegis Group

www.vivantio.com | [email protected] | 1-60-62-


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Abt Vvant

Vivantio produces Vivantio Service Desk, an award-winning software solution for small

to large service and support teams.

The flexibility and scalability of the software is reflected in a diverse customer base

which includes government organizations, healthcare, corporate customers and 100s of

SMEs across numerous industries.

Vivantio was one of the first companies to develop a service desk application

specifically designed to be delivered on-site or as software-as-a-service (SaaS), and is

one of the most experienced service desk vendors in the SaaS market.

Vivantio was formed in 200 and is now recognized as a pioneer in web-based

customer service and support software. The company has operations in North America,

Europe and Australia.

Vvant Ky Fats

Vivantio Service Desk is feature-rich. These features can be enabled or disabled as

appropriate for requirements. Below is an overview of Vivantios key features roughly

based on the complexity of typical environments.

Small

Modern, Intuitive Interface

Dashboard

Incident Management

SLA Management

Email Integration & Web Self Service

Medium (features enabled in addition to the above)

Problem Management

Client Management

Powerful Reporting

Customizable Web Self Service, Call Templates, Email Templates and Custom Fields

Auto escalation of Incidents and Problems

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PDA Access

Knowledge Base and publishing articles to self service

Enterprise (features enabled in addition to the above)

Sophisticated Graphical Change Management Workflows

Promotion of Problems to Changes

Report Builder

SLAs per Client

Multiple Working Time Plans

CMDB and integration with rd Party Tools

ITIL Compatible and Supporting ISO20001

Single Sign-On for Self Service

Directory Services Connector

Vvant Tchnlgy

100% web-based utilizing Microsoft .Net technologies

Software-as-a-Service (SaaS) or on-site.

Vvant Hghlghts

Ease of UseVivantio offers industry leading ease of use, with a totally unique interface that packs in

functionality and dramatically lowers training costs.

With the ability to enable only the features you need, Vivantio can be configured to

suit all types of organizations, from individual professionals right up to 100+ seat multi-

team enterprise systems, supporting thousands of end users. No matter what the size

of team, the amazingly easy to use interface is quick to learn and elegantly scales to

deliver the power and features needed.

Lower Implementation Time & Cost

Traditional service management solutions can take months to implement, Vivantio can

be up and running in hours with a typical implementation taking only days, including

configuration and training.

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Abt Vvant


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Companies like DHL purchased Vivantios SaaS product more than years ago. DHL

needed to manage Incidents and Problems and to be fully operational within days.

Vivantio completed the project on time and on budget.

Great Experience

Industry leading SaaS solution with proven experience covering + years and

1,000,000s of incidents logged. On-Site delivery also available.

With a single code base across all SaaS customers, bugs are proactively identified

and fixed for everyone simultaneously. This dramatically improves user experience and

reduces support costs.

Vivantios state-of-the-art high availability platform delivers consistent performance and

an uptime of over 99.9%.

For organizations that need an excellent product with first class support, in a short

timeframe, at a remarkable price, Vivantio delivers unbeatable experience.

Abt Vvant

help_desk top 10 tool report

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