CedacriNord Delivers Improved Customer Service Using Sterling Software's SOLVE:Diplomat.RESTON, Va.--(BUSINESS WIRE)--Aug. 18, 1999-- Sterling Software, Inc. (NYSE NYSE See: New York Stock Exchange :SSW SSW abbr. south-southwest Noun 1. SSW - the compass point midway between south and southwest sou'-sou'-west, south southwest ) today announced that CedacriNord, a leading provider of Information Technology (IT) services to Italian banks, has selected Sterling Software's SOLVE:Diplomat to establish a new help desk integration service. The implementation will allow CedacriNord's clients to greatly improve customer satisfaction and support by integrating their mainframe-based systems with the PC-based problem-resolution systems used in bank branches. SOLVE:Diplomat synchronizes diverse customer management applications and enables data exchange across multiple systems, platforms and technologies. It is an ideal solution for integrating disparate help desks and customer information applications, which typically need access to multiple databases. Like many companies, CedacriNord first attempted to write its own integration application. However, after realizing how time consuming and expensive this approach would be, CedacriNord turned to Sterling Software. With SOLVE:Diplomat, the company now has a highly automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. , efficient and cost-effective cost-effective, n the minimal expenditure of dollars, time, and other elements necessary to achieve the health care result deemed necessary and appropriate. system. "With an integrated central help desk in the data center, we can offer banks a high level of automation of procedures that were previously nonexistent non·ex·is·tence n. 1. The condition of not existing. 2. Something that does not exist. non ," said CedacriNord's automation and help desk manager. "SOLVE:Diplomat gives us a single point of control for managing users' requests and tracking resolved problems. That means our customers are able to offer their customers faster, more accurate information for improved customer service." SOLVE:Diplomat allows the outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. service to gain full interoperability The capability of two or more hardware devices or two or more software routines to work harmoniously together. For example, in an Ethernet network, display adapters, hubs, switches and routers from different vendors must conform to the Ethernet standard and interoperate with each other. between Remedy(R) Corporation's Action Request System, the most widely used help desk solution, and the mainframe platform for automating problem tickets. In addition, a high level of integration has been achieved with SQL SQL in full Structured Query Language. Computer programming language used for retrieving records or parts of records in databases and performing various calculations before displaying the results. server-based databases and Lotus Notes Messaging and groupware software from IBM Lotus that was introduced in 1989 for OS/2 and later expanded to Windows, Mac, Unix, NetWare, AS/400 and S/390. Notes provides e-mail, document sharing, workflow, group discussions and calendaring and scheduling. (R), the messaging software in use by the institutions that use CedacriNord's services. "We're pleased to continue our technology partnership with CedacriNord," said Randy Davis, president of Sterling Software's Network Management Division. "CedacriNord's application is an excellent example of how SOLVE:Diplomat can help large, networked enterprises meet the challenges of synchronizing synchronizing, n a technique that a therapist uses to coordinate his or her breath with that of the client; builds trust and establishes relationship. customer management systems -- without changing business processes and without replacing their current systems and technologies." About SOLVE:Diplomat SOLVE:Diplomat offers bi-directional sharing of customer information across multiple systems with different interfaces, databases, and data models, creating synergy The enhanced result of two or more people, groups or organizations working together. In other words, one and one equals three! It comes from the Greek "synergia," which means joint work and cooperative action. among dissimilar environments. By providing legacy, client/server and enterprise management platform integration, without the cost of replacing existing applications or re-training personnel, SOLVE:Diplomat enhances communication among different business units to deliver better service to the customer. SOLVE:Diplomat is currently available. Pricing begins at U.S. $46,500, depending on customer environment and requirements. For more information on SOLVE:Diplomat, call 800/247-5163 or visit the product Web site at www.sterling.com/diplomat. The Network Management Division Sterling Software's Network Management Division is a leading provider of solutions for the management of e-business on OS/390. For more information on the SOLVE family of enterprise management products, call 800/247-5163. About Sterling Software Sterling Software is a leading provider of software and services for the application development, information management, systems management and federal systems markets. The company is ranked among Business Week's 1998 "Info Tech 100" as one of the world's best performing information technology companies. Headquartered in Dallas, Sterling Software has a worldwide installed base of more than 20,000 customer sites and 3,700 employees in more than 90 offices worldwide. For more information on Sterling Software, visit the company's Web site at www.sterling.com. |
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