Bendata Adds Proactive, Graphical Management Support Tool to Its HEAT Help Desk Software.COLORADO SPRINGS Colorado Springs, city (1990 pop. 281,140), seat of El Paso co., central Colo., on Monument and Fountain creeks, at the foot of Pikes Peak; inc. 1886. It is a year-round resort and a booming military, technological, and commercial city. , Colo.--(BUSINESS WIRE)--April 20, 1998-- Bendata, Inc., an Astea International company (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :ATEA), today announced the release of the HEAT Manager's Console, which enables proactive review and management of critical support-center functions via a graphical display. This is a new addition to the company's award-winning HEAT(tm) call-logging-and -tracking software. The new module lets managers see at a glance the overall status of their operations. Status is shown as a gauge or as a chart at the user's option. Users also can drill down to the underlying call details by mouse-clicking on the graphic. Bendata believes that this unique approach to the drill-down functionality is the first of its kind for help-desk-management software. Other new benefits of the Manager's Console give help-desk managers the ability to: -- Automatically implement proactive problem management; -- automatically delegate responsibilities for problem resolution; and -- facilitate future responses to recurring re·cur intr.v. re·curred, re·cur·ring, re·curs 1. To happen, come up, or show up again or repeatedly. 2. To return to one's attention or memory. 3. To return in thought or discourse. problems. Bendata designed the HEAT Manager's Console in response to the increasing complexity of help-desk issues and the recognition that such issues are too numerous to be monitored manually. Drill-down Functionality Enables Quick Access to Underlying Details An exceptional contribution of HEAT Manager's Console is the ability it gives users to drill down from a graphic indicator, into the underlying call details within in the HEAT call-logging module. When a transition from an acceptable to a warning or critical status occurs, the user can be notified, and with a few mouse clicks will take the user from a summary display to a supporting graph; and into the call-log grid view This article is about a graphical user interface element. For a grid computing system that deals with data, see data grid. A grid view or a datagrid is a graphical user interface element (widget) that presents a tabular view of data. . This simple, two-step action can reveal the causes of the transition and help the manager take preemptive pre·emp·tive or pre-emp·tive adj. 1. Of, relating to, or characteristic of preemption. 2. Having or granted by the right of preemption. 3. a. action before a deteriorating situation becomes a crisis. User-defined Metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. Provide a Custom Monitoring and Alert System Users can define metrics to monitor statistics, set threshold limits and specify actions to take when thresholds are exceeded. All metrics may be easily adapted to meet site-specific needs. Users can set which parameters to monitor, and they can choose to display those statistics as a gauge or as a graph. When a pre-set threshold limit is exceeded, Manager's Console can automatically notify the user that about the situation. Notification can appear on the user's workstation display, or it may be sent via email or pager. Metric Log Captures Cause and Effect, Initiates Corrective Action A corrective action is a change implemented to address a weakness identified in a management system. Normally corrective actions are instigated in response to a customer complaint, abnormal levels if internal nonconformity, nonconformities identified during an internal audit or The metric log automatically captures the date, time and duration of all changes in status for selected parameters. Corrective actions can be recorded as well, either manually or by an automatic email update to the log. These features provide managers a formidable tool with which to delegate responsibility, ensure accountability, justify resource requirements The components of a system that are required by software or hardware. It refers to resources that have finite limits such as memory and disk. In a PC, it may also refer to the resources required to install a new peripheral device, namely IRQs, DMA channels, I/O addresses and memory , and foster continuous process improvement: -- Managers can automate notification of the appropriate agents whenever a parameter exceeds a threshold limit; -- such automatic notification can include information about previous causes, as well as the corrective actions taken for specific problems, eliminating redundant troubleshooting; and -- historical reports of metric-log data can identify recurring problems and reveal deficient de·fi·cient adj. 1. Lacking an essential quality or element. 2. Inadequate in amount or degree; insufficient. deficient a state of being in deficit. processes; resource bottlenecks and staffing imbalances. Metric Groups Allow Simultaneous Display of Associated Parameters Users can easily view and navigate several logically-related metrics together on the same display using the Metric Groups feature. Multiple group displays can be minimized to tabs at the bottom of the user's screen. Status indicators on the group tabs will always show the status of any worst-case metric in a group -- and will change from green to yellow or red to alert the user when a transition occurs within a group. This allows quick identification of problem areas, even when the user is working within another application. Availability and Distribution HEAT Manager's Console will become commercially available during the second quarter of 1998. About HEAT (Helpdesk Expert Automation Tool) Bendata is an established market leader for internal support systems software using client/server technology. Its customers are medium to large businesses worldwide. Bendata's flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , HEAT, has an installed base of more than 3,000 customers and has enjoyed excellent reviews for its flexibility in customization and strength in problem management. HEAT 4.0 supports all aspects of help desk automation -- call tracking, problem resolution and problem management. Four principles guide the evolution of system design: ease of installation and use, total customizability, complementary add-on modules and integrations, and bringing enterprise concepts to a workgroup price/complexity level. About Bendata Bendata, a wholly-owned subsidiary of Astea International Inc., is a leading developer of help desk and support center software solutions. Bendata's help desk software products are deployed across a broad range of industry segments with an estimated 50,000 end users at more than 3,000 customers worldwide, including industry leaders such as Alltel, Chevron, the FDIC FDIC See: Federal Deposit Insurance Corporation FDIC See Federal Deposit Insurance Corporation (FDIC). , Mercedes Benz Mercedes Benz expensive automobile and status symbol. [Trademarks: Crowley Trade, 368] See : Luxury , and U-Haul. Bendata is based in Colorado Springs, Colo., and can be reached at 800/776-7889 or via the World Wide Web at www.bendata.com. Bendata is a subsidiary of Astea International Inc. This press release may contain forward-looking statements forward-looking statement A projected financial statement based on management expectations. A forward-looking statement involves risks with regard to the accuracy of assumptions underlying the projections. which are made under the "safe harbor Safe Harbor 1. A legal provision to reduce or eliminate liability as long as good faith is demonstrated. 2. A form of shark repellent implemented by a target company acquiring a business that is so poorly regulated that the target itself is less attractive. " provisions of the Private Securities Litigation Reform Act The Private Securities Litigation Reform Act of 1995 (PSLRA) implemented several significant substantive changes affecting certain cases brought under the federal securities laws, including changes related to pleading, discovery, liability, class representation and awards fees and of 1995 and involve a number of risks and uncertainties that could materially affect future results. Among these risk factors are continuing acceptance of Astea's products and the continued overall growth in the customer interaction software industry. Further information regarding these as well as other key risk factors and meaningful cautionary statements which could affect the Company's financial results are included at length in the Company's Form 10-K Form 10-K A report required by the SEC from exchange-listed companies that provides for annual disclosure of certain financial information. Form 10-K See 10-K. for the fiscal year ended December 31, 1997, filed with the Securities and Exchange Commission. -0- NOTE TO THE EDITOR: Sales contact should be "Call the Bendata Sales department at 800/776-7889, or email to sales@bendata.com." Please do NOT use the editor-contact. Information in this release applies specifically to products available 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. . Product price, availability and specifications may vary in non-U.S. markets. CONTACT: Editorial Contact: David Grabove, 719/532-7328 dgrabove@bendata.com or Sales Contact: Bendata Sales Dept., 800/776-7889 sales@bendata.com |
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