IBM BROADENS RELATIONSHIP WITH SUPPORT.COM; IBM CHOOSES SUPPORT.COM TO ENHANCE VIRTUAL HELP DESK PRODUCT.Support.com, Inc. (Nasdaq:SPRT SPRT Support SPRT SupportSoft, Inc (stock symbol) SPRT Sequential Probability Ratio Test SPRT Standard Platinum Resistance Thermometer SPRT Simple Packet Relay Transport SPRT Standard Quality Platinum Resistance Temperature Detector ), a provider of support automation software, recently announced a new level in its relationship 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) (NYSE NYSE See: New York Stock Exchange :IBM), whereby IBM Global Services IBM Global Services is the world's largest business and technology services provider. It is the fastest growing part of IBM, with over 190,000 professionals serving customers in more than 160 countries. will use Support.com's software platform in its new Virtual Help Desk solution. IBM's Virtual Help Desk, an outsourced service offering targeted initially for the corporate enterprise market, is designed to alleviate the high costs associated with corporate help desks and transform them into fully-automated, self-assisted operations by diagnosing and electronically solving technical problems. IBM's Personal Computing Refers to users working on their own computers rather than a terminal to a mainframe. Sometimes, the term refers to using computers at home for work and/or entertainment in contrast to business use only. See personal computer. Division has already standardized on Support.com's support automation software for all of its personal computer products. Support.com's relationship with IBM Global Services marks the progression of both companies' commitment to offering services that decrease costs associated with technical support, while increasing customer satisfaction. "IBM's Global Services sees the Virtual Help Desk as the next generation of support for corporate help desks," said John Richards John D. Richard Q.C. (born July 30, 1934) is the Chief Justice of Canada's Federal Court of Appeal. Richard was born in Ottawa and received a Bachelor of Arts degree in Political Science from the University of Ottawa in 1955, followed by his law studies at Osgoode Hall Law , IBM's eSupport development executive for Global Services. "Most importantly Adv. 1. most importantly - above and beyond all other consideration; "above all, you must be independent" above all, most especially , we see the opportunity to assist enterprises in realizing significant savings by automating their support process. This is a win-win situation for both IBM Global Services and its customers." "With millions of outsourced desktops, IBM Global Services is the largest and one of the most respected information technology organizations in the world. We're delighted to team with them and believe this offering clearly underscores IBM's trust in us and our products," said Radha Basu, chairman and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Support.com. IBM's Virtual Help Desk includes 24 hour, seven-day-a-week technical support via the Web. Additionally, the system can analyze data on the user's system and conduct time-stamped analysis to provide more efficient problem resolution. Virtual Help Desk builds on automated self-healing, self-help and assisted service processes to successfully answer user questions and help reduce support costs by as much as 30%. IBM Global Services is the world's largest information technology services provider, with nearly 150,000 professionals serving customers in 160 countries and annual revenue of more than $33 billion (2000). IBM Global Services integrates IBM's broad range of capabilities -- services, hardware, software and research -- to help companies of all sizes realize the full value of information technology. |
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