Bendata Offers the Power of Consulting in new Software Solution for Help Desk and Support Center Executives.NASHVILLE, Tenn.--(BUSINESS WIRE)--March 10, 1997-- See Bendata in Booth #600 More than 40 companies expected to collaborate in development program For the first time, Help Desk and customer support executives will have the power and knowledge of industry consultants on their desktop with the new Support Management Signature Series by Bendata, an Astea International (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) company. The Signature Series, announced today at the Support Services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services East Conference & Expo, is planned to be developed in a collaborative environment led by Help Desk Institute founder Ron Muns Ron Muns is both the founder of HDI (formerly Help Desk Institute) as well as Bendata which was later acquired folded into the family of software products owned and sold by FrontRange Solutions. and industry consultant Malcolm Fry, along with more than 40 organizations. While Bendata automated the call logging and tracking processes with HEAT, the company's new offering is expected to provide the first integrated set of software designed to automate procedures at the supervisor and executive levels. "Who better to lead the way than Ron Muns and Malcolm Fry, who are the two most highly respected consultants and innovators of this industry," said Vance Brown, president of Bendata. "Help Desk managers have never had an integrated set of tools to help them design support processes and procedures, set and manage service level commitments, plan organizational issues, properly schedule resources and carry out other essential management procedures," said Ron Muns, founder of Help Desk Institute. "Continuing in our tradition of leadership that the industry has come to expect, Bendata is creating a whole new product category." "By joining two experienced customer service consultants with a group of leading participant companies, we will develop a software system that brings the industry's best practices to Help Desk and support center executives," said Malcom Fry, president, Fry Consultants. "The Signature Series will be an ideal solution to help managers make smarter business decisions and play a more strategic role in their organizations." Integrated Help Desk Management Product Suite The objective of the planned Signature Series is to automate and simplify Help Desk and customer support management procedures. At the foundation of the system is the Process Design Engine that will define the unique processes of a specific Help Desk organization. A series of modules will leverage the data captured in the Process Design Engine to automate Service Level Agreements, workload schedules, training programs and other essential procedures and plans. The Help Desk managers are expected to be able to view and cross reference all of this information from their desktop. Other planned modules include the Project Generator, which will utilize templates developed by invited world-class consultants. These templates will output concrete plans on issues such as technology roll outs and crisis planning. The Staffing and organizational Design module is planned to generate job descriptions and training requirements. The Cost of Services Management module is planned to predict cost per call computations and budget forecasts. In addition, the Customer Satisfaction Management module is intended to integrate customer surveys with email to create an online questionnaire immediately following the closure of a call ticket. Modules within the Signature Series will be designed to meet the unique needs of the participant's Help Desk or support center. The Signature Series will integrate tightly with HEAT, but will also work well with other call tracking software systems. While a substantial amount of development work has been completed on the Process Design Engine and the Service Level Management modules, Bendata wishes to continue the tradition of building software in a collaborative setting, a tradition first started when it developed HEAT (built by and for Help Desk professionals) in conjunction with 28 organizations in 1990. Bendata will complete the selection of participating companies by the end of May 1997. Bendata anticipates delivery of the first two modules early in the joint research and development project, with approximately six additional modules to follow. The Signature Series participants will obtain special pricing and design specification rights. These companies will help define the functions and specifications of the new modules. Those companies interested in joining the development program should contact Bendata at (800) 776-7889 for more information. About Bendata, an Astea International Company Headquartered in Colorado Springs, Colorado The City of Colorado Springs is the second most populous city (after Denver) in the state of Colorado and the 48th most populous city in the United States.[4] The city is the county seat of El Paso County. , Bendata is a wholly owned subsidiary Wholly Owned Subsidiary A subsidiary whose parent company owns 100% of its common stock. Notes: In other words, the parent company owns the company outright and there are no minority owners. of Astea International Inc. Bendata's products are deployed across a broad range of industry segments with an estimated 40,000 end users at more than 2,000 customers, 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. Astea develops client/server-based customer interaction software that enables organizations to automate their customer support, field service and marketing and sales operations. With more than 570 employees worldwide, Astea markets its products through a direct sales and services network throughout North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , Europe, Israel, Asia, Australia and New Zealand New Zealand (zē`lənd), island country (2005 est. pop. 4,035,000), 104,454 sq mi (270,534 sq km), in the S Pacific Ocean, over 1,000 mi (1,600 km) SE of Australia. The capital is Wellington; the largest city and leading port is Auckland. . The Astea customer base includes such industry leaders as Siemens Rolm, the Swedish PTT (1) (Postal, Telegraph & Telephone) The governmental agency responsible for combined postal, telegraph and telephone services in many European countries. (2) See push-to-talk. PTT - Post, Telephone and Telegraph administration , Chevron and EDS (Electronic Data Systems, Plano, TX, www.eds.com) Founded in 1962 by H. Ross Perot (independent candidate for the President of the U.S. in 1992), EDS is the largest outsourcing and data processing services organization in the country. . Bendata can be reached at (800) 776-7889 or via the World Wide Web at http://www.bendata.com . -0- Bendata, Inc. is a subsidiary of Astea International Inc., whose common stock is traded publicly on the Nasdaq National Market. This press release contains 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 Astea's future results. Information regarding key risk factors and meaningful cautionary statements which could affect Astea's financial results are included in Astea's Forms 10-Q for the fiscal quarters ended March 31, 1996, June 30, 1996, and September 30, 1996, 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, 1995, each filed with the Securities and Exchange Commission, and Astea's registration statements filed with the SEC and declared effective on July 27, 1995, September 23, 1996, and December 23, 1996. CONTACT: Bendata, Inc. Soile Stilley (800) 776-7889 or (719) 531-5007 or Beaupre & Co. Public Relations public relations, activities and policies used to create public interest in a person, idea, product, institution, or business establishment. By its nature, public relations is devoted to serving particular interests by presenting them to the public in the most Christine LeCompte (603) 436-6690 lecompte@beaupre.com |
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