Support sees the big picture

Article Abstract:

Inprise Corp is using online analytical processing technology as a technical support tool for its Clarify software. Inprise, formerly known as Borland International, has selected an integrated suite consisting of a data mart and Brio's reporting tool. Sharon Beaty, Inprise's manager for IT application development, said companies would have the capability to gather a lot of information on their clients by using Clarify's ClearSupport for internal and external support, ClearSales for telesales and ClearContracts for managing customer agreements.

Product information, Inprise Corp.

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Have knowledge base, will travel

Article Abstract:

Autodesk Inc is relying on Knowlix Corp's iKnow Web tool to make the relocation of Autodesk's support center from San Rafael, CA, to New Hampshire as easy as possible. Kevin Clark, help desk manager at AutoDesk, said iKnow not only functions as a knowledge base but also as a training tool. It takes the company two months to intensively train a new employee and another six months before the employee is fully integrated into its support team. Autodesk is using Remedy's call management support software to support 2,800 employees worldwide.

New orders received, Use of materials & supplies, Computer aided design, Applications software, Autodesk Inc.

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NAI transforms Merlin into magic TSD

Article Abstract:

Network Associates Corp has released its Magic Total Service Desk software. The new product combines the Total Service Desk and its SupportMagic user interface to create a browser-based enterprise management package. The software also features capabilities such as event management, desktop management, remote control, self-healing technology and network management.

Product introduction, Help desk software, Network Associates Corp.

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