Astea adds remote capabilities to Heat

Article Abstract:

Astea has released its Heat for Windows Professional Edition 3.0. The software upgrade offers added features such as the capability for mobile users to transfer call tickets, and to route service calls to other help desks or time zones to provide longer hours of support. The software also features expanded knowledge-base capabilities through integration with Inference's Case-Based Reasoning Technology, and a new built-in knowledge engine.

Astea

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Measuring customer feedback gets easier

Article Abstract:

ProAmerica is set to introduce version 5.2 of its Service Call Management (SCM) software product by the end of 1997. Company president Joe Longoria said SCM 5.2 will allow users to conduct customer satisfaction surveys online. The current version of the software only allows users to receive electronic notification when they are dealing with a user or customer who has been designated as someone who should be surveyed.

ProAmerica

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ServiceWare helps knowledge authoring

Article Abstract:

ServiceWare Inc is introducing a new product called Knowledge-Pak Architect, a tool that has been designed to assist companies in building their help-desk knowledge bases. The product has captured the software technology and the methodology that the firm is using. It also helps preserve knowledge and reduces the difficulty of getting a draft object into a knowledge base. The product has a starting price of $25,000.

ServiceWare Inc.

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