ADVISORY/Leading e-Businesses Scheduled to Speak at Support.com eSupport 2000 User Forum.Business Editors/High-Tech Writers ADVISORY... for Thursday Thursday: see week. (Sept. 21) --(BUSINESS WIRE) Join Support.com with Andersen Consulting See Accenture. , Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation). Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006. , Delta Air Lines, Excite@Home, IBM Global Services IBM Global Services is the world's largest business and technology services provider. It is the fastest growing part of IBM, with over 190,000 professionals serving customers in more than 160 countries. , and META One definition of this Greek word is transcending, or going above and beyond. In the computer field, it defines things that embrace more than the usual. For example, a metafile contains all types of data. Meta-data describes other data. See metafile, metadata and meta tag. 1. Group to share the issues, trends and success stories of eSupport (Electronic SUPPORT) A Web site that provides technical support for a product. It is the source of drivers and updates as well as a knowledge base of problem solving tips and frequently asked questions (FAQs). implementation and integration.
"eSupport: Supporting the eBusiness Economy" Panel
9:15 AM - 10:30 AM
eSupport promises to meet the ever-growing expectations of the
"me-centric" user, while simultaneously tying together critical
information, regardless of its origin. Support.com hosts a
distinguished panel of representatives from major organizations that
make up the extended enterprise. They will discuss the technical,
business, and operational similarities and differences each encounters
while supporting constituencies. Learn about critical success factors
and valuable lessons regarding the specific architectures, processes,
and technologies that directly affect the support organization.
Panelists: Brian O'Hara, Andersen Consulting;
Cathy Berggren, Delta Air Lines;
Lenny Alugas, Excite@Home; and
Bob Moulton, IBM Global Services
Moderator: John Warne, Senior Program Director, META Group
Cisco Systems: An eSupport Case Study
11:00 AM - 11:30 AM
Cisco embarked on a mission to find a comprehensive set of tools to
dramatically enhance their support performance while delivering a
compelling ROI. During the evaluation and deployment phases, Cisco
found that the key to successful measurement often depended upon a
wide variety of resources, applications, and processes. Peter
Vartabedian and Gail Potter present attendees with first-hand
experiences from the trenches, and accounts of challenges and
successes in implementing and measuring the effectiveness of eSupport
systems. They also present potential eSupport selection criteria,
political pitfalls to avoid, and how to mobilize your company's
workforce.
WHEN: Thursday, September 21, 2000
WHERE: Sheraton Palace Hotel
639 Market Street
San Francisco
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