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
Newport Beach - 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
Media Relations contacts:
USA: Bill Gram Reefer
reefer@worldviewpr.com
Suite 920, 4100 Newport Place
Newport Beach, CA 92660
United States of America
Phone: +1-949-752 1660
Fax: +1-949-752 1649
Europe: Mike Fellows
mike@livetime.com
Suite 5, 107 Promenade, Cheltenham, Glos GL50 1 NW
United Kingdom
Phone: +44 (0) 1242 580090
Fax: +44 (0) 1452 700150
Asia Pacific: Kerry Butcher
kerry.butcher@livetime.com
Level 5, 22 William Street
Melbourne, VIC 3000
Australia
Phone: +61-3-9620 7588
Fax: +61-3-9620 7533
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