Walldorf, June 13, 2002. - REALTECH, a leading provider of technology consulting and software solutions for applications and systems management, has released Version 2.2 of theGuard! Helpdesk. The workflow- and browser-based helpdesk solution supports operation of geographically dispersed service and call centers. The new version features enhanced reporting functionality and streamlined call processing. The software is an integral component of theGuard! System Management Suite, a comprehensive range of products for management of IT systems and applications, which delivers proactive detection of potential problems and bottlenecks, and helps avoid costly system outages.
Enhanced service quality
When developing the latest version of its helpdesk solution, REALTECH focused on enhancing user-friendliness to provide even more effective support for service center tasks. The user interface now features a number of new capabilities and intuitive icons. New reporting functionality allows problem resolution status to be displayed graphically and analyzed according to a variety of criteria. For example, calls can be analyzed according to projects, categories, customers, or support staff, enabling recurring problems and trends to be identified more easily. By analyzing how frequently knowledge base entries are accessed, it is possible to rapidly pinpoint the most critical areas.
REALTECH has also considerably enhanced the performance of the integrated knowledge base, which is the basis for rapid call processing. Counters ensure that frequently used entries are displayed higher up the list, allowing agents to respond faster to similar calls.
theGuard! Helpdesk can also be seamlessly integrated into theGuard! SystemManagementPortal, the central administration component of theGuard! range of solutions. As part of theGuard! System Management Suite, the portal draws together the benefits of all the individual theGuard! components, creating a Web-based systems and applications management solution that boosts the reliability, availability, and efficiency of IT systems. theGuard! SystemManagementPortal collects and analyzes information from the network, operating system, databases, and mission-critical applications to provide a 360-degree view of all components. This seamless integration enables events to be generated manually or automatically before being processed within the helpdesk solution.
Live on the Internet
The demo version of theGuard! Helpdesk is available live online at
http://demo.realtech.de. Users can explore typical service center tasks from the points of view of both the support agent and the caller.
Press Service
For examples of the new analysis functionalities of theGuard! Helpdesk 2.2, check out
http://www.realtech.de/pr/download.
