Software Companies Look to Support Specialists; Turned Up Volume in 1994.SAN JOSE San Jose, city, United States San Jose (sănəzā`, săn hōzā`), city (1990 pop. 782,248), seat of Santa Clara co., W central Calif.; founded 1777, inc. 1850. , Calif.--(BUSINESS WIRE)--Feb. 22, 1995--A recent Dataquest study indicates that if you have a question about how to run a software program, the company you call to get the answer is less likely to be the company that produced the program. The trend is for software companies to outsource their software support needs to companies who specialize in answering user questions, otherwise known as third-party software support companies. The volume of calls answered by 25 of the leading software support specialists more than doubled from 2,455 calls per day in 1993 to 7,263 calls per day in 1994, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the Dataquest study. "Software companies are finding that they can keep support costs down and quality up by 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. to third-party support specialists who keep abreast Verb 1. keep abreast - keep informed; "He kept up on his country's foreign policies" keep up, follow trace, follow - follow, discover, or ascertain the course of development of something; "We must follow closely the economic development is Cuba" ; "trace the of the latest in support technology," said Bob Johnson Bob Johnson may refer to:
The 25 software support companies surveyed by Dataquest averaged more than 1.26 million calls per company in 1994 (see Table 1). Total call volume more than doubled during the year, but the average amount of calls answered per support employee only went up from 24 to 25. -0-
Table 1
1993 and 1994 Call Statistics Averages among Surveyed Third-Party
Software Support Providers
1993 1994
Call per Day/Person 24 25
Calls per Day 2,455 7,263
Calls per Week 13,394 38,037
Calls per Month 55,471 157,001
Calls per Year 553,051 1,264,609
Source: Dataquest (February 1995)
-0- "Outsourcing Software Support -- 1995 Players, Options, Benchmarks" is Dataquest's latest focus report on third-party software support providers. For more information about purchasing this report, call (800) 419-DATA. More information about Dataquest's services, descriptions of recent research reports, and full text of press releases can be found on the Internet at http://www.dataquest.com. Dataquest Incorporated, headquartered in San Jose, California San Jose (IPA: /ˌsænhoʊˈzeɪ/) is the third-largest city in California, and the tenth-largest in the United States. It is the county seat of Santa Clara County. , is a 24-year-old global market research and consulting company Noun 1. consulting company - a firm of experts providing professional advice to an organization for a fee consulting firm business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a serving the high-technology and financial communities. The company provides worldwide market coverage on the semiconductor, computer systems and peripherals, communications, document management, software, and services sectors of the information technology industry. Dataquest is an international company of The Dun & Bradstreet Corporation. CONTACT: Dataquest Incorporated, San Jose Tom McCall Thomas Lawson McCall (March 22, 1913 – January 8, 1983) was an American politician, a Republican, and the 30th governor of Oregon from 1967 to 1975. McCall's two terms as Oregon's governor were notable for many achievements in the environmental sphere, including the , 408/437-8312 tmccall@dataquest.com |
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