AST gives new meaning to technical support with AST-LifeLine for business users; Remote Diagnostic Tool Enables Accurate Tracking and Escalation of PC System Problems.IRVINE, Calif.--(BUSINESS WIRE)--Jan. 8, 1996--Taking technical service to new heights, AST (AST Computer, Irvine, CA) A PC manufacturer founded in 1980 by Albert Wong, Safi Quershey and Tom Yuen (A, S and T). It offered a complete line of PCs that sold through its dealer channel. Computer today announced the availability of AST-LifeLine support for its business desktop users. Conveniently packaged as an option kit for its AST(r) Bravo BRAVO Cardiology A clinical trial–Blockade of the GP IIB/IIIA Receptor to Avoid Vascular Occlusion– which evaluated lotrafiban in preventing strokes and acute MI. See GP IIB/IIIA. and Premmia systems, AST-LifeLine delivers the ultimate in customer support through the use of VoiceView TALK SHOP from Radish radish, herbaceous plant (Raphanus sativus) belonging to the family Cruciferae (mustard family), with an edible, pungent root sliced in salads or used as a relish. Communications Systems In telecommunication, a communications system is a collection of individual communications networks, transmission systems, relay stations, tributary stations, and data terminal equipment (DTE) usually capable of interconnection and interoperation to form an integrated whole. , Inc. An integrated voice and data protocol, VoiceView TALK SHOP allows for remote diagnosis and repair of business system problems. Using an ordinary phone line, voice and data communications data communications, application of telecommunications technology to the problem of transmitting data, especially to, from, or between computers. In popular usage, it is said that data communications make it possible for one computer to "talk" with another. can be exchanged between the business customer and PC support technician to quickly evaluate the situation and implement a "real-time" solution or "fix," often during a single call. "AST-LifeLine is a superior customer support solution for business users," said Laura Raybin, director of business desktop marketing for AST. "Users are looking to adopt cutting-edge technology to gain a competitive edge over rivals. AST-LifeLine provides users that edge through dynamic, interactive, real-time customer support that in effect reduces the amount of time needed to resolve technical problems," she added. AST-LifeLine is an interactive technical support system that provides a new and comprehensive standard for business desktop service. By allowing help desk personnel to remotely gather technical information and configuration details in real time, AST-LifeLine helps reduce overall expenses associated with technical service and support. AST-LifeLine incorporates Radish Communications System's VoiceView integrated voice and data protocol with custom AST technical support software. Time-Saving Solution Recognizing that technical problems can quickly turn into lost productivity which can translate into lost dollars, AST has designed its AST-LifeLine technology to be a cost-effective, real-time technical service and support solution. In keeping with the Total Cost of Ownership (TCO (1) (Total Cost of Ownership) The cost of using a computer. It includes the cost of the hardware, software and upgrades as well as the cost of the inhouse staff and/or consultants that provide training and technical support. See ROI. ) model proposed by the Gartner Group (company) Gartner Group - One of the biggest IT industry research firms. Address: Connecticut, USA. , a high-tech marketing research firm in Stamford, Conn., AST has designed AST-LifeLine to address the critical issue of help desk automation. "We know that approximately 30 percent of calls to help desks are repetitive problems," Raybin noted. AST-LifeLine empowers a user to quickly solve the most common PC problems through the use of an automated agent. If a solution is not obvious, the user will then be connected to a technical support person who has the capability to look at the user's system files. "By utilizing a single phone line and our new AST-LifeLine software, a PC support technician can remotely diagnose diagnose /di·ag·nose/ (di´ag-nos) to identify or recognize a disease. di·ag·nose v. 1. To distinguish or identify a disease by diagnosis. 2. and repair a user's hardware and software problems -- one call often does it all! With AST-LifeLine, there is no waiting for the time-absorbing scenario of phone calls repeatedly made and returned," she added. Comprehensive Tool Kits AST-LifeLine consists of two option kits designed for the needs of users as well as service providers and the IS Help Desk. End-User Kit Encompassing a comprehensive package of tools that makes remote diagnosis and technical support possible, the end-user AST-LifeLine package allows the user to interact with either the IS Help Desk, an automated service center or AST Technical Support. Contained within the AST-LifeLine end-user package is: o Boca Research 14.4kbps Data/Fax/Voice Modem o VoiceView TALK SHOP o InsideLine Adapter A device that allows one system to connect to and work with another. An adapter is often a simple circuit that converts one set of signals to another; however, the term often refers to devices which are more accurately called "controllers. Service Provider and IS Help Desk Kit The service provider and IS Help Desk AST-LifeLine kit allows service providers and IS Help Desk technicians to diagnose a customer's system in the same manner provided by AST Technical Support. Additionally, information gathered by the service provider or IS Help Desk can be transmitted directly to AST Technical Support should additional assistance be needed in resolving the customer's problem. The kit contains: o Boca Research 14.4kbps Data/Fax/Voice Modem o VoiceView HelpDesk o VoiceView TALK SHOP o InsideLine Adapter Named "Editor's Choice" and "Product of the Year" in the September, 1995 issue of Telephony magazine, the Boca Research 14.4kbps modem offers business users high quality at a salient price. VoiceView TALK SHOP With TALK SHOP, a user can electronically send and receive virtually any file currently loaded on the system via a standard telephone line. No longer are separate lines for voice and data transmission necessary. Program files, word processing word processing, use of a computer program or a dedicated hardware and software package to write, edit, format, and print a document. Text is most commonly entered using a keyboard similar to a typewriter's, although handwritten input (see pen-based computer) and , graphics and spreadsheets can all be easily transported. Using the VoiceView HelpDesk piece of AST-LifeLine, the technician can view, launch, forward, save, edit or simply delete a file. VoiceView HelpDesk HelpDesk is a Windows(r) operating system-based application with specific features for technical support call centers that work with users running VoiceView TALK SHOP. Technicians can streamline the support process thanks to integrated voice and data transmission. HelpDesk allows a service technician to look at the troubled system remotely while interacting with the customer over the same phone line. InsideLine Adapter Understanding that most business phone lines often go through some type of digital, PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). or multi-line telephone system, AST has incorporated a method of connecting analog devices Analog Devices (NYSE: ADI) is an American multinational producer of semiconductor devices. Analog specializes in ADC, DAC, MEMS, and DSP chips for consumer and industrial goods. Analog is presently designing circuits in the 65 nanometer to 3 µm process feature sizes range. such as a standard modem, fax/modem, fax machine or audio teleconferencing. With AST's InsideLine adapter, analog and digital signals are converted as necessary to allow data transmission over a business phone line. Designed for the Award-Winning Bravo Family Designed for use with AST Bravo and Premmia business systems, AST-LifeLine is available as an option with prices starting at $210 for the end-user's kit and $640 for the reseller's package. Most recently named to PC World's December list of "Top 20 Power Desktops," the Intel(r) Pentium(r)-based AST business PC family members have garnered praise from the likes of Computer Reseller An organization that sells hardware and software to the general public. Resellers purchase products from software publishers and hardware manufacturers. News and Windows Magazine for producing a "powerhouse A fourth-generation language from Cognos that was introduced in the late 1970s for midrange computers. It supports both character-oriented, terminal-based applications as well as Windows clients. Applications developed under PowerHouse can be imported into Cognos' Axiant client/server environment. " machine that "packs plenty of punch." Service and Support AST backs all of its products with a host of multi-source support programs including a toll-free "hot" line for users in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. . AST InfoLine, an interactive voice-response system with fax-response diagnostics and instructions, and Info-FAX, a 24-hour local and international voice-automated fax-response product information source. Additionally, AST OnLine!, AST's own bulletin board service as well as Compuserve(r)(GO:ASTFORUM), Prodigy An online information service that provides access to the Internet, e-mail and a variety of databases. Launched in 1988, Prodigy was the first consumer-oriented online service in the U.S. (r)(JUMP:AST SUPPORT) and America Online See AOL. (r) online forums allow users to talk, meet, share ideas and answer questions with other AST users. Corporate Background AST Research AST Research, Inc. was a personal computer manufacturer, founded in Irvine, California in 1980 by Albert Wong, Safi Qureshey and Thomas Yuen. (The name comes from the initials of their first names. Inc., a member of the Fortune 500 list of America's largest industrial and service companies, is one of the world's leading personal computer manufacturers. The $2.468 billion company develops a broad spectrum of desktop, mobile and server PC products that are sold in more than 100 countries worldwide. AST systems meet a wide range of customer needs, ranging from corporate business applications to advanced home and home office use. Corporate headquarters is located at 16215 Alton Parkway, P.O. Box 57005, Irvine, Calif. 92619-7005. Telephone 714/727-4141 or 800/ 876-4278. Fax 714/727-9355. Information about AST and its products can be found on the World Wide Web at http://www.ast.com. Note to Editors: AST is a registered trademark and Premmia and AST-LifeLine are trademarks of AST Research Inc. Intel and Pentium are registered trademarks of Intel Corp. Microsoft and Windows are registered trademarks of Microsoft Corporation (company) Microsoft Corporation - The biggest supplier of operating systems and other software for IBM PC compatibles. Software products include MS-DOS, Microsoft Windows, Windows NT, Microsoft Access, LAN Manager, MS Client, SQL Server, Open Data Base Connectivity (ODBC), MS Mail, . Ltd. CompuServe is a registered trademark of CompuServe Inc. Prodigy is a registered trademark of Prodigy Service Corp. America Online is a registered trademark of America Online Inc. VoiceView is a registered trademark and TALK SHOP is a trademark of Radish Communications Systems Inc. All other product service names mentioned herein may be trademarks or registered trademarks of their respective owners. CONTACT: AST Research Camerone Welch-Thorson 714/727-8858 email:camerone.welch-thorson@ast.com |
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