Royalblue has announced the launch of HelpDesk Internet Editionon. 2.0.
The new product provides Web-enabled support for a company's employees and external customers, by allowing both support agents and end users to log, track and solve queries through a browser.
Royalblue claims HelpDesk Internet Edition 2.0 is differentiated by its interface, which contains all the business functions of the client/server version. Specifically, support agents and callers may drill down into knowledge bases using the browser. This should allow customers to adopt new techniques for managing end-user queries, opening the way for a more proactive and interactive relationship with the user.
In addition, the product is highly configurable, and can be configured to make different screens and data available to external and internal users. This will help companies address the question of how far to allow external parties access to their organisation through the Internet.
Royalblue will provide business consultancy and rapid deployment of HelpDesk Internet Edition 2.0, using the Royalblue Accelerator implementation method which gets 90% of helpdesks up and running in six days.
Alan Neilson, managing director of Royalblue, said: "Companies are realising that they must maximise Internet use as a vehicle for customer support.
HelpDesk Internet Edition 2.0 enables companies to lessen the chances of customer frustration by allowing callers to be more proactive in solving queries."
Giving an example, Neilson went on: "HelpDesk might suggest some initial solutions for a query. However, if these did not work and the call needed to be escalated to a support agent, the caller could track the progression of the query through their browser, avoiding the 'black hole' syndrome which callers often complain about."
Pricing remains as in the past - #20,000 for 10 licences, which can be a mixture of client/server and Internet editions.
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