TechExcel, Inc.,announce the release of ServiceWise 8.0 and CustomerWise 8.0. New features and enhancements automate repetitive processes and improve communication and collaboration between support teams and their customers, improving both IT service and support for organizations. Additionally, an improved self-service portal includes automatic active directory password reset that enables support managers to show precise figures on support time saved and improved ROI, on average reducing the number of calls to service teams by approximately 30%.
"Meeting the demand for excellent customer service has never been more challenging. Versions 8.0 of our IT Service Management and customer support software help organizations improve their customers' experience," said Tieren Zhou, Ph.D., CEO and Chief Software Architect at TechExcel. He continued, "We've added a lot of automation that improves usability and service level features that help teams be more responsive to customer requests and also keeps the customer informed."
TechExcel is dedicated to developing software solutions with built-in business intelligence that can be configured by the users to optimize their business processes. By providing integrated CRM, help desk, defect tracking and test management applications, TechExcel integrates Web, wireless, and client/server technologies to provide companies with the flexibility needed to better manage their business.
What's New in Version 8.0: The insight required for successful IT support and customer service
TechExcel ServiceWise and CustomerWise provide companies with the essential tools necessary to effectively manage customer support and customer request processes. Typically, ServiceWise is used to manage internal help desk and IT management processes while CustomerWise is used to manage external customer support, sales, and marketing processes. However, both solutions are designed to improve inter-departmental communication and knowledge management essential for organizations to meet and exceed customers' expectations. Version 8.0 introduces new and enhanced features that allow organizations to optimize all IT processes and dramatically improve the customer experience, including:
-- Smart Screens
-- Microsoft Outlook Integration
-- Service Level Agreement Improvements
-- Drill-Down Reporting
-- Improved Privileges Control
-- Self-service Improvements
-- And More ...
Configurability and user interface customization have always been strengths of TechExcel solutions. The addition of Smart Screen in version 8.0 continues this tradition by allowing ServiceWise and CustomerWise to be configured for processes and request tracking beyond just support desk requests. Users can now effectively manage the many different types of requests a support team or IT team encounter including: incident requests, change requests, service requests, safety reports, and even non-technical requests and work orders from within a single application.
TechExcel ServiceWise and CustomerWise 8.0 also include workflow automation improvements that enable several teams to collaborate more effectively on shared work activities. Furthermore, work scheduling has also been improved to enable better escalation procedures for critical tasks. Integration improvements such as a Microsoft Outlook Sync and a Microsoft Active Directory password reset utility further improve communication and self-service between customers and technicians.
On-demand Web seminars and personal demonstrations of TechExcel ServiceWise and CustomerWise 8.0 are available now. Call 800-439-7782 extension 5 or visit http://www.techexcel.com/ for more information about TechExcel offerings.
Monday, 27 October 2008
Sunday, 26 October 2008
ICCM
ICCM's core objective is to provide revolutionary software and superior services to organisations aspiring to Best Practice Service Management. Rather than the legacy "application development" driven approach that many vendors in the market have adopted, ICCM's forward-thinking approach blends their first-class Service Desk tool with the functionality of business technology in the form of Metastorm BPM®. This collaboration delivers unparalleled Service Management capabilities across all industries and business functions in almost every geographical region.
Tuesday, 14 October 2008
Coverity Customer Milestone
Coverity(TM), Inc. today announced the company's customer base has grown to more than 500 customers. This milestone was achieved after record revenue growth throughout 2008, during which time Coverity accepted its first round of external funding following six consecutive years of cash flow positive growth. In 2008, Coverity has also introduced a new dynamic analysis product, a new software readiness management product and acquired development tool vendor Codefast to accelerate the expansion of the company's suite of developer oriented products.
"Coverity Prevent has been a key part of our code quality initiative for over two years. Coverity's sophisticated defect detection methodology allowed us to enjoy a 'signal-to-noise' ratio that is 5 times superior to other static analysis tools we used," said Collin Park, senior engineer at NetApp. "Coverity continues to be a valuable resource in helping us develop software with the highest possible standards of quality and security so we can help our customers' businesses succeed."
With over 500 customers, Coverity's customer base has already grown more than 30 percent in 2008. In addition to Coverity's growth, in 2008 the company has made the following accomplishments:
-- New Software Readiness Product -- Coverity Software Readiness Manager(TM) allows QA, development managers and executives to objectively assess the release readiness of their critical code by combining essential data from multiple sources including Prevent, Coverity's industry-leading static analysis product. Software Readiness Manager helps development teams deliver high-integrity code that successfully meets quality standards to align product development with business goals.
-- New Dynamic Analysis Product -- Coverity Thread Analyzer(TM) for Java observes code as it is executed and automatically and predictably identifies race conditions and deadlocks. The product is unique in the field of dynamic analysis because its sophisticated technology detects not only problems that will occur in limited testing environments, but also problems that have the potential to occur over extended operations in field environments.
-- Codefast Acquisition -- Coverity acquired build management vendor Codefast in 2008. The technology acquired from Codefast will be enhanced to take advantage of Coverity's patented Software DNA Map(TM) analysis system, further expanding the company's platform of products that enable software development teams to ensure the integrity of their code.
-- Scan Report on Open Source Software 2008 -- The Scan site (http://www.scan.coverity.com/) is an outgrowth of Coverity's relationship with the U.S. Department of Homeland Security to help improve the quality and security of open source software. This year, Coverity released a report on the Scan project based on 2 years of recurring analysis of over 250 popular open source code bases with Coverity Prevent(TM). The report detailed the continuing improvement of open source software, representing a collection of code analysis data unlike anything else in the world, spanning 14,238 individual project analysis runs for a total of nearly 10 billion lines of code over a 2 year period.
"With a proven track record of financial success and technical innovation, Coverity is poised to do even more to help our customers develop software with the highest possible integrity," said Seth Hallem, CEO of Coverity. "The longstanding relationships we have with our customers remain a critical component of Coverity's foundation for further growth, because our ability to help our customers succeed is always a predictor of our own ability to succeed."
"Coverity Prevent has been a key part of our code quality initiative for over two years. Coverity's sophisticated defect detection methodology allowed us to enjoy a 'signal-to-noise' ratio that is 5 times superior to other static analysis tools we used," said Collin Park, senior engineer at NetApp. "Coverity continues to be a valuable resource in helping us develop software with the highest possible standards of quality and security so we can help our customers' businesses succeed."
With over 500 customers, Coverity's customer base has already grown more than 30 percent in 2008. In addition to Coverity's growth, in 2008 the company has made the following accomplishments:
-- New Software Readiness Product -- Coverity Software Readiness Manager(TM) allows QA, development managers and executives to objectively assess the release readiness of their critical code by combining essential data from multiple sources including Prevent, Coverity's industry-leading static analysis product. Software Readiness Manager helps development teams deliver high-integrity code that successfully meets quality standards to align product development with business goals.
-- New Dynamic Analysis Product -- Coverity Thread Analyzer(TM) for Java observes code as it is executed and automatically and predictably identifies race conditions and deadlocks. The product is unique in the field of dynamic analysis because its sophisticated technology detects not only problems that will occur in limited testing environments, but also problems that have the potential to occur over extended operations in field environments.
-- Codefast Acquisition -- Coverity acquired build management vendor Codefast in 2008. The technology acquired from Codefast will be enhanced to take advantage of Coverity's patented Software DNA Map(TM) analysis system, further expanding the company's platform of products that enable software development teams to ensure the integrity of their code.
-- Scan Report on Open Source Software 2008 -- The Scan site (http://www.scan.coverity.com/) is an outgrowth of Coverity's relationship with the U.S. Department of Homeland Security to help improve the quality and security of open source software. This year, Coverity released a report on the Scan project based on 2 years of recurring analysis of over 250 popular open source code bases with Coverity Prevent(TM). The report detailed the continuing improvement of open source software, representing a collection of code analysis data unlike anything else in the world, spanning 14,238 individual project analysis runs for a total of nearly 10 billion lines of code over a 2 year period.
"With a proven track record of financial success and technical innovation, Coverity is poised to do even more to help our customers develop software with the highest possible integrity," said Seth Hallem, CEO of Coverity. "The longstanding relationships we have with our customers remain a critical component of Coverity's foundation for further growth, because our ability to help our customers succeed is always a predictor of our own ability to succeed."
Permabit in Symantec Enterprise Certification
Permabit Technology Corporation, the industry's leading innovator of scalable, data-reduced storage for enterprise archiving, today announced that the Permabit Enterprise Archive family has completed testing through the Symantec Technology Enabled Program (STEP) and has been certified as interoperable with Symantec Enterprise Vault. This certification provides corporate and government customers with the assurance that Permabit's scalable disk-based archiving solution integrates seamlessly with Symantec's intelligent archiving platform.
"The open architecture of Permabit Enterprise Archive allows seamless interaction with thousands of applications. This certification validates that our solutions are compatible with Symantec Enterprise Vault, giving our joint customers added piece of mind," said Tom Cook, CEO, Permabit. "This recognition demonstrates a mutual commitment to ensure we provide our joint customers with a certified and supported solution to secure enterprise customers' business critical information."
Enterprise Vault provides an intelligent archiving platform that stores, manages, and enables discovery of corporate data from email systems, file server environments, instant messaging platforms, and content management and collaboration systems. The solution is able to store all of these data types in a single massively scalable Permabit Enterprise Archive. By leveraging Permabit's flexible and scalable grid storage architecture, customers can start with one archive initiative and quickly and easily add additional content types to the system. The flexibility to convert archive volumes from Read/Write to Write Once Read Many (WORM) at any time facilitates immediate deployment while providing the flexibility to add more stringent archive requirements later to meet regulatory compliance or corporate governance needs.
Permabit Enterprise Archive provides long-term integrity of stored information for large enterprises while dramatically shrinking operating expenses by leveraging patented Scalable Data Reduction(TM) technology, which combines sub-file inline deduplication with traditional compression. Meeting the increasing need for simplicity and reliability in unified enterprise archive solutions as data capacity requirements continue to grow, Symantec and Permabit provide a cost-effective, unified solution that addresses the massive storage requirements of email and file-based archives.
"The open architecture of Permabit Enterprise Archive allows seamless interaction with thousands of applications. This certification validates that our solutions are compatible with Symantec Enterprise Vault, giving our joint customers added piece of mind," said Tom Cook, CEO, Permabit. "This recognition demonstrates a mutual commitment to ensure we provide our joint customers with a certified and supported solution to secure enterprise customers' business critical information."
Enterprise Vault provides an intelligent archiving platform that stores, manages, and enables discovery of corporate data from email systems, file server environments, instant messaging platforms, and content management and collaboration systems. The solution is able to store all of these data types in a single massively scalable Permabit Enterprise Archive. By leveraging Permabit's flexible and scalable grid storage architecture, customers can start with one archive initiative and quickly and easily add additional content types to the system. The flexibility to convert archive volumes from Read/Write to Write Once Read Many (WORM) at any time facilitates immediate deployment while providing the flexibility to add more stringent archive requirements later to meet regulatory compliance or corporate governance needs.
Permabit Enterprise Archive provides long-term integrity of stored information for large enterprises while dramatically shrinking operating expenses by leveraging patented Scalable Data Reduction(TM) technology, which combines sub-file inline deduplication with traditional compression. Meeting the increasing need for simplicity and reliability in unified enterprise archive solutions as data capacity requirements continue to grow, Symantec and Permabit provide a cost-effective, unified solution that addresses the massive storage requirements of email and file-based archives.