Consona Corporation, a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, announced that it has closed on its acquisition of the enterprise software related assets of SupportSoft, Inc., a leading support automation software company in an all-cash transaction valued at approximately $20 million.
As of the close, SupportSoft’s enterprise products are now offerings from Consona, specifically under the management of the Consona CRM division headed by General Manager Tom Millay. Consona remains committed to supporting, maintaining and enhancing each of the SupportSoft products as they are today for existing customers.
For the full press release, click here.
Showing posts with label supportsoft. Show all posts
Showing posts with label supportsoft. Show all posts
Thursday, July 9, 2009
Tuesday, June 2, 2009
Interview with SupportSoft's Bogdan Odulinski
Bogdan Odulinski, Director of Product Management, Enterprise Services Group, SupportSoft will be speaking at this year's CONNECTIONS Conference.
What is your company’s/division newest initiative?
We have recently announced Performance Manager which represents the first of many Value-Added Services (VAS) we will be adding to our portfolio. Performance Manager joins our latest Download Manager offering which uniquely automates the installation and upgrade of VAS. Based on repeated analysis of our customers’ call log data, we will continue to deliver pre-packaged products that address security, home networking, and other online-based and automation-focused content services that will both add value to our Dynamic Agent platform as well as deliver tangible cost reductions and revenue enablement opportunities to our customers.
What is your company’s biggest challenge?
Historically, our greatest challenge has been communicating our traditional support-focused message into one that includes revenue enablement. An important trend we have seen is the revenue enablement of traditional call center-based service and support; many providers have already begun to allow their customer service reps to offer Value Added Service in context to the support call when it is appropriate. For example, support organizations that have been our staple typically are not measured on revenue, therefore making it difficult to engage in conversations regarding the opportunity for those organizations to leverage our platform to drive post-sale and point-of-need revenue up-sells. This challenge has been made even more difficult because of the silos that exist within most service provider frameworks. These silos drastically limit a service and support organization’s ability to provide end-to-end service and support to their customers. Similarly, product managers at our customers often see service and support as a necessary ‘readiness’ hurdle they must overcome to launch product, rather than as the sales channel which it effectively is.
What do you perceive as your company’s greatest strength?
Our Dynamic Agent platform takes a holistic and automation-enabled approach to service delivery of any kind; ensuring the best customer experience in the context of sales or support, whether the preferred communications channel is voice, chat, email, or remote control. This, combined with our global service organization which enables our customers to integrate and implement our platform in unique and differentiating ways, has repeatedly won us business against some of the biggest names in the marketplace. Two key pieces that differentiate us include:
1. In order to achieve differentiation, service providers have to ‘know’ their customers. Our platform enables this knowledge.
2. In order to deploy differentiated services to as many customers as possible, providers need another vehicle besides web portals. Dynamic Agent utilizes skinning, targeting, and personalization capabilities to provide this differentiation and ensure maximum penetration of message.
What are your company’s long term goals?
When we talk about a holistic and automation-enabled approach to differentiating service, we envision our platform becoming even more robust with key service enablement components such as community portals, self-ticketing (SRM), and CRM, among others. We are very excited at the potential of providing an end-to-end service delivery platform that includes these elements to our existing and future customers in the near future.
What is your company’s most successful product/service?
By far, our Dynamic Agent, Chat, and Remote Control products represent the strongest offerings in our portfolio. Customers using these in an integrated manner, in combination with our support automation content as well as our Value Added Services such as Performance Manager, are experiencing the greatest success.
Bogdan Odulinski is speaking on the Driving the Next Dollar and Subscription: The Role of VAS panel on Wednesday, June 3rd at 11:15 AM.
What is your company’s/division newest initiative?
We have recently announced Performance Manager which represents the first of many Value-Added Services (VAS) we will be adding to our portfolio. Performance Manager joins our latest Download Manager offering which uniquely automates the installation and upgrade of VAS. Based on repeated analysis of our customers’ call log data, we will continue to deliver pre-packaged products that address security, home networking, and other online-based and automation-focused content services that will both add value to our Dynamic Agent platform as well as deliver tangible cost reductions and revenue enablement opportunities to our customers.
What is your company’s biggest challenge?
Historically, our greatest challenge has been communicating our traditional support-focused message into one that includes revenue enablement. An important trend we have seen is the revenue enablement of traditional call center-based service and support; many providers have already begun to allow their customer service reps to offer Value Added Service in context to the support call when it is appropriate. For example, support organizations that have been our staple typically are not measured on revenue, therefore making it difficult to engage in conversations regarding the opportunity for those organizations to leverage our platform to drive post-sale and point-of-need revenue up-sells. This challenge has been made even more difficult because of the silos that exist within most service provider frameworks. These silos drastically limit a service and support organization’s ability to provide end-to-end service and support to their customers. Similarly, product managers at our customers often see service and support as a necessary ‘readiness’ hurdle they must overcome to launch product, rather than as the sales channel which it effectively is.
What do you perceive as your company’s greatest strength?
Our Dynamic Agent platform takes a holistic and automation-enabled approach to service delivery of any kind; ensuring the best customer experience in the context of sales or support, whether the preferred communications channel is voice, chat, email, or remote control. This, combined with our global service organization which enables our customers to integrate and implement our platform in unique and differentiating ways, has repeatedly won us business against some of the biggest names in the marketplace. Two key pieces that differentiate us include:
1. In order to achieve differentiation, service providers have to ‘know’ their customers. Our platform enables this knowledge.
2. In order to deploy differentiated services to as many customers as possible, providers need another vehicle besides web portals. Dynamic Agent utilizes skinning, targeting, and personalization capabilities to provide this differentiation and ensure maximum penetration of message.
What are your company’s long term goals?
When we talk about a holistic and automation-enabled approach to differentiating service, we envision our platform becoming even more robust with key service enablement components such as community portals, self-ticketing (SRM), and CRM, among others. We are very excited at the potential of providing an end-to-end service delivery platform that includes these elements to our existing and future customers in the near future.
What is your company’s most successful product/service?
By far, our Dynamic Agent, Chat, and Remote Control products represent the strongest offerings in our portfolio. Customers using these in an integrated manner, in combination with our support automation content as well as our Value Added Services such as Performance Manager, are experiencing the greatest success.
Bogdan Odulinski is speaking on the Driving the Next Dollar and Subscription: The Role of VAS panel on Wednesday, June 3rd at 11:15 AM.
Tuesday, May 19, 2009
SupportSoft Releases Download Manager to Automate Installation and Upgrade of Value-Added Services
New Software Solution Makes It Simple and Efficient for Service Providers to Deliver the Latest PC and Digital Home Enhancements--
SupportSoft, Inc., a provider of software and services that make technology work, announced the availability of SupportSoft Download Manager. This latest solution is designed to enable digital and managed service providers to automatically present value-added services based on their users’ context; then download, install and update these new services behind the scenes via the Internet. As a result, service fulfillment can be more efficient for the provider and hassle-free for customers.
Getting new and innovative service offerings up and running—whether it’s the latest music or video download; storage or security enhancement; or file and print sharing capability—can be disruptive for users. Issues such as saturated bandwidth, a never-ending software download process, and worry about whether the service is working correctly are enough to make customers delay an important upgrade.
Based on SupportSoft’s scalable ‘sync’, authoring and targeting technology, Download Manager is a proactive delivery and support platform that ensures providers can distribute their latest software service in a personalized fashion, then successfully activate and manage the new service to suit the customer’s needs. The solution helps service providers to optimize download performance, simplify software downloads, and assess end-user download behavior. Because of the faster, more seamless installation process, subscribers are likely to be more satisfied with the use of their new service, and providers can make additional offers and generate new revenue.
For customers ordering a new service, Download Manager quickly and quietly downloads and installs the components – with accuracy and without interruption. The solution does everything from start to finish, all without dominating bandwidth or forcing customers to stop what they’re doing. And once the service is installed, it’s easy for the service provider to monitor and determine when an upgrade or additional capability is appropriate. They can continuously deliver tools and applications that enhance the subscriber’s service experience and mitigate expensive and unnecessary calls to the support center.
For the full press release, click here.
SupportSoft, Inc., a provider of software and services that make technology work, announced the availability of SupportSoft Download Manager. This latest solution is designed to enable digital and managed service providers to automatically present value-added services based on their users’ context; then download, install and update these new services behind the scenes via the Internet. As a result, service fulfillment can be more efficient for the provider and hassle-free for customers.Getting new and innovative service offerings up and running—whether it’s the latest music or video download; storage or security enhancement; or file and print sharing capability—can be disruptive for users. Issues such as saturated bandwidth, a never-ending software download process, and worry about whether the service is working correctly are enough to make customers delay an important upgrade.
Based on SupportSoft’s scalable ‘sync’, authoring and targeting technology, Download Manager is a proactive delivery and support platform that ensures providers can distribute their latest software service in a personalized fashion, then successfully activate and manage the new service to suit the customer’s needs. The solution helps service providers to optimize download performance, simplify software downloads, and assess end-user download behavior. Because of the faster, more seamless installation process, subscribers are likely to be more satisfied with the use of their new service, and providers can make additional offers and generate new revenue.
For customers ordering a new service, Download Manager quickly and quietly downloads and installs the components – with accuracy and without interruption. The solution does everything from start to finish, all without dominating bandwidth or forcing customers to stop what they’re doing. And once the service is installed, it’s easy for the service provider to monitor and determine when an upgrade or additional capability is appropriate. They can continuously deliver tools and applications that enhance the subscriber’s service experience and mitigate expensive and unnecessary calls to the support center.
For the full press release, click here.
Wednesday, May 13, 2009
SupportSoft Launches Performance Manager for Targeted, Automatic PC Optimization and Repairs
Software easily speeds up computers by quickly fixing problems, including defragmenting disks, removing unwanted software and repairing registries --
SupportSoft, Inc., a provider of software and services that make technology work, announced the release of Performance Manager, its newest proactive support and “do-it-yourself” tool that automates and simplifies routine computer maintenance, so end-users’ PCs can keep running like new—even as they age.
Over time, all desktop and laptop computers naturally accumulate clutter that slows them down; exposes them to viruses, spyware and malware; and can even cause application freezes or system crashes. Like automobiles or any frequently used machine, maintenance is just as important for computers, which need regular tune-ups to run smoothly and stay in top performance.
Performance Manager leverages SupportSoft’s innovative ‘sync’, authoring, and targeting technology for computer troubleshooting and repair—allowing digital and managed service providers to personalize the solution to their customers’ unique needs. The software is built especially to work behind the scenes, carrying out periodic, non-intrusive clean-up jobs that keep a hard drive spotless. Further, it provides easy-to-follow access to routine PC fixes and updates that can enable system applications to work more efficiently.
Performance Manager effectively scans a user’s system looking for ways to improve maintenance, policy, performance, and security functions. It examines the operating system, memory and disk space, software, programs and settings, and enhances them when appropriate. Key to its ease is an intuitive wizard that recommends changes and guides end-users through update procedures. With step-by-step instructions, users can defragment a disk, add or remove programs, upgrade security settings, or schedule ongoing maintenance—all from one interface.
The self-help approach behind SupportSoft Performance Manager puts users in control of their computer settings and software applications without taking significant time or technical know-how. Users can enjoy optimized system performance that does not diminish as their computers age. Significant benefits include accelerated startups, downloads and web surfing, as well as savings on repair costs and time making service-related phone calls.
Performance Manager is now generally available as a standalone client and can be integrated with both SupportSoft Dynamic Agent and Subscriber Agent™ platforms.
For more information about the SupportSoft, visit http://www.supportsoft.com/.
To view the full press release, click here.
SupportSoft, Inc., a provider of software and services that make technology work, announced the release of Performance Manager, its newest proactive support and “do-it-yourself” tool that automates and simplifies routine computer maintenance, so end-users’ PCs can keep running like new—even as they age.Over time, all desktop and laptop computers naturally accumulate clutter that slows them down; exposes them to viruses, spyware and malware; and can even cause application freezes or system crashes. Like automobiles or any frequently used machine, maintenance is just as important for computers, which need regular tune-ups to run smoothly and stay in top performance.
Performance Manager leverages SupportSoft’s innovative ‘sync’, authoring, and targeting technology for computer troubleshooting and repair—allowing digital and managed service providers to personalize the solution to their customers’ unique needs. The software is built especially to work behind the scenes, carrying out periodic, non-intrusive clean-up jobs that keep a hard drive spotless. Further, it provides easy-to-follow access to routine PC fixes and updates that can enable system applications to work more efficiently.
Performance Manager effectively scans a user’s system looking for ways to improve maintenance, policy, performance, and security functions. It examines the operating system, memory and disk space, software, programs and settings, and enhances them when appropriate. Key to its ease is an intuitive wizard that recommends changes and guides end-users through update procedures. With step-by-step instructions, users can defragment a disk, add or remove programs, upgrade security settings, or schedule ongoing maintenance—all from one interface.
The self-help approach behind SupportSoft Performance Manager puts users in control of their computer settings and software applications without taking significant time or technical know-how. Users can enjoy optimized system performance that does not diminish as their computers age. Significant benefits include accelerated startups, downloads and web surfing, as well as savings on repair costs and time making service-related phone calls.
Performance Manager is now generally available as a standalone client and can be integrated with both SupportSoft Dynamic Agent and Subscriber Agent™ platforms.
For more information about the SupportSoft, visit http://www.supportsoft.com/.
To view the full press release, click here.
Posted on behalf of SupportSoft.
Monday, August 25, 2008
support.com Sponsors Berlin's CONNECTIONS Europe Summit
Parks Associates proudly welcomes support.com as a 2008 Advisory Sponsor for CONNECTIONS Europe in Berlin, Germany.
support.com provides Instant Technology Relief(r) to consumers and small businesses by resolving their PC-related problems quickly and easily. support.com also powers premium support offerings for partners such as eircom and Office Depot, using an integrated remote service delivery system to ensure a world-class customer experience.
The company behind support.com is SupportSoft, a leading provider of software and services that make technology work by allowing both users and analysts to detect, diagnose and correct problems at home, in the office and anywhere in between.
Anthony Rodio, Chief Operating Officer, support.com will be speaking on the Digital Lifestyles Customer Support: Enhancing the Experience panel on August 29 at 3:30 PM. In addition, Anthony will be participating in the Retailers and Tech Support for the Digital Home session. This is a special Q & A Session regarding how tech support companies are applying lessons learned in the U.S. retail space to selling and servicing the digital home in Europe.
For more information about the company, visit http://www.supportsoft.com/.
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