NEWPORT BEACH, CA February 10 2004 LiveTime Software today released Version 2.5 of LiveTime Support, a major upgrade to its web-based J2EE technical support and help desk software. The new version introduces several new features including technician dashboards, company based reporting and performance enhancements for companies with greater than 1 million cases. Also included in this release is additional support for RedHat Enterprise Linux 2.1 and 3.0.
The LiveTime dashboard consolidates personal, team, departmental and organizational information in an easy to use graphical format. “Dashboards enable better decision making by providing support staff with immediate access to Key Performance Indicators (KPI),” said Kerry Butcher, LiveTime`s Vice President of Marketing. “The LiveTime dashboard also collates critical information, such as problem tickets which have exceeded Service Level Agreements (SLA),” she said. In addition to caseload dynamics, technicians can now gauge performance by comparing their personal KPI¹s against group averages.
Performance has also been a key focus of this release with very large data sets beyond 1 million cases. LiveTime Support 2.5 provides more than a 10-fold improvement in the search and retrieval of cases and the generation of complex correlation reports. “In addition to the raw performance enhancements, LiveTime Support 2.5 also includes a 3-fold increase in the number of simultaneous users per server,” said Dr. Darren Williams, CEO of LiveTime Software. “With no administrator overhead, high scalability, web-based architecture and technician based licensing, LiveTime Support has the lowest total cost of ownership (TCO) in the industry.”
As the industry¹s leading J2EE Help Desk and Support system, LiveTime Support continues its zero lock-in policy by expanding its deployment environments and database support. Version 2.5 now supports deployments against all major SQL databases and application servers including, BEA WebLogic, Oracle 9iAS, IBM WebSphere, TomCat, JBoss and Sun ONE. Deployment platforms include Windows 2000-2003, Solaris, MacOS X, RedHat Enterprise Linux, Linux and FreeBSD.
About LiveTime Support
LiveTime Support provides an Enterprise-wide solution for delivering complete customer service and help desk support for any organization. This J2EE based technical support and Help Desk application combines web-based problem resolution and real-time reporting. Noted for its intuitive interface, rapid workflow and its ease of use and installation, LiveTime supports all major servers and databases. Out-of-the-box features include reporting, service level management, knowledge-base management and asset management.
About LiveTime Software
Founded in 1999, LiveTime Software is a privately held firm leading the integration of Business Activity Monitoring (BAM) technology into web-based help desk and support software. Currently headquartered in Newport Beach, California, LiveTime Software has offices in Australia and the United Kingdom and is expanding throughout North America and Europe. For more information visit http://www.livetime.com
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