Bendata announces customer link with IBM support centers.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)--March 3, 1995--Bendata Inc., the support center industry's source for software solutions, has announced a new offering for its HEAT for Windows customers (expected availability late second quarter of 1995). Through a special agreement with IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) , Bendata Bendata was formed as a help desk software company in 1989 by Ron Muns, also the founder of HDI. Bendata was purchased in 1999 by FrontRange Limited (formerly iXchange), based in South Africa. It was then merged with another FrontRange Limited property, GoldMine Software. will be offering Customer HEATLink with IBM, which can dramatically expand support centers' problem-solving problem-solving n → resolución f de problemas; problem-solving skills → técnicas de resolución de problemas problem-solving n → capabilities by making the resources of IBM's End User Support center available at the push of a button. Bendata's Chairman and Chief Technology Officer 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. explains the thinking behind the HEATLink: "Central to the support centers' culture is their desire to say `yes, I can help you with your problem.' But it is difficult for help desks to maintain staff 24 hours a day, seven days a week. And keeping a critical mass of talent on various hardware and software applications is almost impossible. Thus Bendata has developed a `button' link with IBM that will enable support center analysts to say, `yes, I can help you!'" The link will allow HEAT users, at the push of a button, to call upon the resources of IBM's Tampa Tampa (tăm`pə), city (1990 pop. 280,015), seat of Hillsborough co., W Fla., a port of entry with an impressive harbor on Tampa Bay; inc. 1855. and Atlanta Atlanta (ətlăn`tə, ăt–), city (1990 pop. 394,017), state capital and seat of Fulton co., NW Ga., on the Chattahoochee R. and Peachtree Creek, near the Appalachian foothills; inc. 1847. support centers with 15 years experience in remote support and its 350 technical support specialists. The service is available 24 hours a day, seven days a week, for 300 hardware and 700 software products. The process is simple. If internal support cannot solve the problem, the support center analyst can offer to have someone from the IBM End User Support center respond quickly. To initiate the process, the analyst pushes the YES button on the HEAT "button bar." This automatically transfers the call ticket to the appropriate person at IBM's End User Support center. The IBM representative responds to the problem and logs the call as closed upon completion. The updated call information is then transferred back to the HEAT site to automatically close the ticket. Subscribers can sign up for the service based upon the number of workstations supported or by the number of calls placed per month. They will be billed by Bendata on a monthly basis. "Our goal to expand the services and support available through HEAT for Windows is constant," said Bendata President Randall Casto. "We strive to provide the tools our customers need to be successful. Our agreement with IBM represents a major achievement toward that goal." "Customer satisfaction is our ultimate goal," said IBM's Marketing Support Manager Paul Heintz. "This linkage linkage In mechanical engineering, a system of solid, usually metallic, links (bars) connected to two or more other links by pin joints (hinges), sliding joints, or ball-and-socket joints to form a closed chain or a series of closed chains. with Bendata will benefit end users by allowing IBM to supplement the skills of existing help desks by providing quality support at the click of a button." Bendata Inc. is a leading international provider of software for the support center industry. In addition to world headquarters in Colorado Springs, Colo., Bendata maintains regional offices across 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. and offshore locations. Products include HEAT for Windows, HEAT Lite, HEATLink series and First Level Support, and the largest selection of knowledge and information sources available. For additional information on Bendata products and services, call 1-800/776-7889. CONTACT: Bendata Inc., Colorado Springs Susan Larson, 719/260-7960 |
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