TMCnet LOGIN
Webinars
Call Center Software Featured Article
ManageEngine Releases Latest SupportCenter Plus
September 22, 2009
Austin-based ManageEngine, which makes network, systems, applications and security management software, has announced the latest version of ManageEngine (News - Alert) SupportCenter Plus, its customer support software.
Claiming the product can now meet the needs of larger organizations, company officials say the multi-tenancy capability means users can "simultaneously assist internal users from various company departments and business units, as well as help individual customers and customer groups" from a single console.
It also lets administrators view and organize pending employee and customer trouble-tickets. ManageEngine is a division of ZOHO Corporation.
Its Computer Telephony Integration feature is designed to speed up the time to resolution, company officials say -- "with CTI (News - Alert), when a user makes a phone call for assistance, SupportCenter Plus can match the number from which the user is calling with information about the user's computer configuration stored in a database." At that point the product can route the call to a specific technician.
But for those times when a user needs more than to be talked through an issue, the product has the remote control capability to let a tech -- with the user's permission -- view PC configuration information to help solve the problem.
ManageEngine SupportCenter Plus is available as a downloadable file for both Windows and Linux platforms. A 30-day fully functional trial edition is freely available from the Web site. Pricing starts at $495 for two users in Standard Edition and at $995 for two users in Professional Edition.
Last month TMC's Nathesh reported that ManageEngine released OS Deployer, described by company officials at the time as a remote OS deployment that lets organizations "capture an image of OS and applications that can be deployed to laptops and desktops rapidly and easily."
The app "simplifies and centralizes remote operating system deployment and helps companies to standardize the entire organization on a single/few OS, thereby reducing the support, training and management costs in maintaining them. Because the product uses disk imaging technology, it is ideal for rapid bare-metal installations and flexible centralized provisioning," he wrote.
Claiming the product can now meet the needs of larger organizations, company officials say the multi-tenancy capability means users can "simultaneously assist internal users from various company departments and business units, as well as help individual customers and customer groups" from a single console.
It also lets administrators view and organize pending employee and customer trouble-tickets. ManageEngine is a division of ZOHO Corporation.
Its Computer Telephony Integration feature is designed to speed up the time to resolution, company officials say -- "with CTI (News - Alert), when a user makes a phone call for assistance, SupportCenter Plus can match the number from which the user is calling with information about the user's computer configuration stored in a database." At that point the product can route the call to a specific technician.
But for those times when a user needs more than to be talked through an issue, the product has the remote control capability to let a tech -- with the user's permission -- view PC configuration information to help solve the problem.
ManageEngine SupportCenter Plus is available as a downloadable file for both Windows and Linux platforms. A 30-day fully functional trial edition is freely available from the Web site. Pricing starts at $495 for two users in Standard Edition and at $995 for two users in Professional Edition.
Last month TMC's Nathesh reported that ManageEngine released OS Deployer, described by company officials at the time as a remote OS deployment that lets organizations "capture an image of OS and applications that can be deployed to laptops and desktops rapidly and easily."
The app "simplifies and centralizes remote operating system deployment and helps companies to standardize the entire organization on a single/few OS, thereby reducing the support, training and management costs in maintaining them. Because the product uses disk imaging technology, it is ideal for rapid bare-metal installations and flexible centralized provisioning," he wrote.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Patrick Barnard
More on Call Center Software »
