Job Title: Sales Engineer
Location: Alpharetta, GA
Submitted on: 18-Apr-05
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A support auotmation software provider that has been in business since 1999.
Live Automation Tools
Live Automation optimizes existing live support systems by automating
the following
key pieces:
Collaboration tools such as Live Chat and Desktop Sharing provide the
platform for enhanced remote interaction between technicians and
customers.
Collaboration can occur between multiple technicians and customers.
Within the
collaborative mode, automated predefined responses speed communication
with
the customer.
System Information Retrieval is automated. Predefined information
about a
customer's computer can be gathered instantly and accurately.
Technicians can
automatically access information on operating environment details,
memory,
and the status of currently running applications, installed
applications, installed
devices, and network devices.
Automated Repair tools extend the functionality of the System
Information
tools by enabling the support desk to customize diagnosis and repair
processes.
Automated activities can gather information and invoke change for
commonly
recurring problems. The technician can run these automations when
required,
even making changes as an administrator would without requiring the
customer
to log out and change their profile.
Advanced Repair tools allow the technician to configure the
customer's computer
remotely. Critical operating system properties, file systems, and
registry keys
can be accessed to invoke changes. Using the file explorer, remote
registry,
shut down, and reconnect features, technicians can copy files to and
from the
customer's computer, compare their registry to the customer's, change
system
files, and reboot the customer??s computer.
Workflow Automation
With Single-Click Access and intelligent Workflow Processing, customers
have options to
launch live support, independent of a browser, by selecting the
technician's name from a
drop-down list, or be directed to the most appropriate technician or
queue by entering a
question, which the system processes for significant keywords.
Using Auto Incident Assignment Escalation and Consulting tools, the
support desk can
assign customers on a first-come, first-serve basis. Technicians can
direct customers to
a second queue, invite another technician or third-party resource to
assist, or even take
control of, or monitor, a support session already in progress.
Detailed Reporting
Live Automation includes customizable, extensive reporting for support
desks. Reports
display detailed and summary data that can be filtered and sorted by
various means
such as queue, technician role (group), or user type.
Real-Time Activity can be tracked at any time, monitoring the overall
support
desk, groups, technicians, or queues
Historical Data is available for audits and trend tracking
Statistical Data and Metrics are available to track effectiveness,
success, and
areas of strength or weakness
Integration
Live Automation is designed to be modular. The server and
infrastructure complement
existing systems with unique and innovative support automation
functionality.
Data Integration is achieved through an expandable data layer. For
instance,
session log data, audit trails, and user authentication data can be
retrieved and
stored into external systems. Packaged within the infrastructure are
standard
integration methods such as XML, e-mail, HTTPS, and web services.
Help Desk Incident Management and Customer Relationship Management
(CRM) Integration is achieved through an open database model that
enables
SupportBridge to automatically store data gathered into desired fields
within a
Help Desk Incident Management/CRM system.
Knowledge Base Integration can be accomplished throughout the entire
workflow. Customers can launch a live support request from within a
knowledge
article. The knowledge article??s description or ID and any related
resources can
be passed to the system in order to route the customer??s request to the
most
appropriate support queue. Additionally, technicians can launch
knowledge
articles directly from the Live Automation interface.
Brand Integration is accomplished through simple HTML and web
standards.
ACD/IVR Integration can be accomplished by replacing the
SupportBridge queue
with a multimedia queuing system that integrates web, e-mail, and
telephone
systems.
Live Automation
gets technicans and
customers to resolution
faster!
The company provides a great deal of independence and lets the
employees make their own choices.
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