LiveTime Help Desk and Support Desk Fine-tune Customer Service and Support for Outsourced Service Providers
New version includes multi-tiered access and centralized view of customers by vendor. Outsourced service providers can manage their vendors from a centralized viewpoint, while vendors can service their customers within their own portal. Both vendors and partners can leverage the central knowledge repository and escalate problems to the main service provider seamlessly.
Newport Beach CA (PRWEB) November 29, 2004 -- LiveTime Software, a leading
provider of J2EE based Service desk software, today announced the release of
LiveTime Help Desk and LiveTime Support version 3.1.
The vendor-neutral
service and support solutions now provide partitioned access to customer support
based on vendor. This means outsourced service providers can manage their
vendors from a centralized viewpoint, while vendors can service their customers
within their own portal. Both vendors and partners can leverage the central
knowledge repository and escalate problems to the main service provider
seamlessly.
The development of version 3.1 was largely driven by customer
requests to enable LiveTime customers to provide the very best support service.
Product enhancements include improved workflow for greater Active Directory
compatibility, the ability to measure service level agreements in hours or
minutes, and wider search capabilities. The email case creation facility and
data export functionality have also been fine-tuned for optimal performance, and
the client portal now allows clients to view case solutions.
In addition,
attachments can now be stored against any Asset. “This feature enables
technicians to be specific about item configuration,” said Dr George Vossos,
Chief Technology Officer of LiveTime Software. “The availability of such
detailed information impacts the effectiveness of a support team, as they are
able to provide job-time estimates when working on a case and measure the effect
that an asset status has throughout an organization.”
LiveTime Support
and Help Desk continue to lead the industry by delivering comprehensive, zero
footprint, web-based functionality that works with any web browser. They are
all-in-one solutions, designed to save time and money for any organization
offering either internal or external customer service.
About LiveTime
Software
Headquartered in Newport Beach, California, LiveTime Software, Inc.
is a vendor of J2EE-compliant, web-based service desk, help desk and support
automation software for medium to large enterprises. Many global 2000
organizations and educational institutions use LiveTime’s vendor-neutral
solutions to lower their costs and improve customer satisfaction. Founded in
1999, LiveTime Software is a privately held firm with offices in the United
States, Australia and the United Kingdom. For more information visit http://www.livetime.com
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Source : http://www.prweb.com/releases/2004/11/prweb181819.htm