The Molloy Group announces TOP Of MIND Help Desk Version 4.1, featuring Cognitive Internet.PARSIPPANY, N.J.--(BUSINESS WIRE)--Nov. 29, 1995--The Molloy Group, Inc. has announced TOP Of MIND(TM) Help Desk for Windows Version 4.1, the latest release of its award-winning customer service application featuring the unique TOP Of MIND Cognitive Processor(R). Some important features of the new release include: - Cognitive Internet(TM) -- extending the system's unique Cognitive E-Mail(TM) capability to include messaging via Internet mail See Internet e-mail service. . - 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) and Novell GroupWise GroupWise is a cross-platform collaborative software product from Novell, Inc. offering e-mail, calendaring, instant messaging and document management. Summary GroupWise can operate on a number of server and workstation platforms. (TM) e-mail integration. - Paging via Integra Technology International's WinBeep(TM) interface. - Automatic Priority Escalation has been enhanced, with features such as multiple and supervisory notifications whenever an escalation takes place. - Asset History Tracking -- In addition to tracking calls by the name of the customer, TOP Of MIND 4.1 can track calls for each specific hardware or software asset. - Read Only Nodes -- TOP Of MIND 4.1 provides a simple means for designating a specific user, or an access ID shared by multiple users, as having read-only access to the system. This is highly important to organizations seeking to open TOP Of MIND access to their customers, a very popular concept. - Enhanced Graphical Reports -- The Report Warehouse, a storehouse for various performance and managerial reports, has been enhanced to include a number of new graphical reports. The system now also displays a brief description of the information contained in each report. "Cognitive Internet(TM) puts the world's technical resources at the help desk analyst's fingertips "Fingertips" is a 1963 number-one hit single recorded live by "Little" Stevie Wonder for Motown's Tamla label. Wonder's first hit single, "Fingertips" was the first live, non-studio recording to reach number-one on the Billboard Pop Singles chart in the United States. ," comments Bruce G. Molloy, TMG's president. "Internet access See how to access the Internet. sharply increases the scope of the end user base you can support from the help desk, and it gives the operation access to a huge new source of knowledge: All of the continuous technical discussions going on worldwide, 24 hours a day, on the 'Net. This is a virtually limitless source of knowledge." Cognitive Internet(TM) messaging capability allows users to import e-mail from any valid Internet mail account (direct or dial-up) into TOP Of MIND. The system automatically opens a case ticket for the message and begins to diagnose and resolve the problem. Messages may also be sent via the Internet, and will contain vital information from the case ticket, informing the user of the problem's resolution. TOP Of MIND now offers standardized compatibility with GroupWise 4.1, an integrated e-mail, scheduling and task management package from Novell, Inc., and Lotus Notes, the industry-leading groupware product from Lotus Development Corp. The Cognitive E-Mail(TM) feature allows users to send their problems to the help desk directly through their e-mail package. Help desk personnel are notified via the internal e-mail system of assigned cases and case priority escalations. Alphanumeric pages can be sent to remote technicians from TOP Of MIND through WinBeep. The body of the message can be configured to contain vital information from the case ticket, including client information, specific components and a description of the problem. The escalator module has been modified to allow multiple notifications on escalated cases including case owners, forwarded owners and supervisors. TOP Of MIND, selected by LAN (Local Area Network) A communications network that serves users within a confined geographical area. The "clients" are the user's workstations typically running Windows, although Mac and Linux clients are also used. Magazine as its 1995 Product of the Year in the Help Desk category, uses a proprietary problem diagnosis and resolution technology called the Cognitive Processor to accumulate and distribute the collective knowledge of the help desk staff. This unique system, in effect, learns from the experience of its users. Like previous releases, TOP Of MIND 4.1 provides: - Complete Help Desk Functionality--call logging/tracking, problem resolution, asset management, change management, reports, Query By Example, customizable Views, etc. - User-customizable interface--featuring the Visual Application Composer(TM). - TOP Of MIND Cognitive Processor--a hybrid system A hybrid system is a dynamic system that exhibits both continuous and discrete dynamic behavior — a system that can both flow (described by a differential equation) and jump (described by a difference equation). that comprises neural networks, fuzzy logic fuzzy logic, a multivalued (as opposed to binary) logic developed to deal with imprecise or vague data. Classical logic holds that everything can be expressed in binary terms: 0 or 1, black or white, yes or no; in terms of Boolean algebra, everything is in one set or , case based reasoning (artificial intelligence) case based reasoning - (CBR) A technique for problem solving which looks for previous examples which are similar to the current problem. This is useful where heuristic knowledge is not available. and text association techniques. - Smart Picklists--case data stored as "concepts" that are ordered by strength of association with previously learned concepts. - Hypermedia--pictures, graphics and text authored and accessed by simultaneous users. - Enhanced Call Tracking--user configurable screens, fields and databases. - Smart Routing--automatically chooses the best person to be assigned a given case. - Automatic Priority Escalation--case priority changes based upon user defined parameters. - Templates--for quick, easy data entry. - Form/Browsers--screens show data simultaneously in single record layout and table format. For more information about TOP Of MIND, contact TMG TMG - TransMoGrifier. An early language for writing recursive descent compilers. It was macroed from the IBM 1604 to the IBM 709 to the IBM 7094 to the GE-635, where it was used by McIlroy and Morris to write the EPL compiler for Multics. at (201) 540-1212, or fax (201) 292-9407. TMG's e-mail address is marketng@molloy.com or 70262,2753@compuserve.com; its World Wide Web page is at http://www.planet.net/molloy. -0- Editors: PCX (1) A bitmapped graphics file format that handles monochrome, 2-bit, 4-bit, 8-bit and 24-bit color and uses RLE to achieve compression ratios of approximately 1.1:1 to 1.5:1. Images with large blocks of solid colors compress best under the RLE method. See PC Paintbrush. format screen shots showing the e-mail import function of TOP Of MIND Help Desk are available. Call Lisa Cappabianca at 201 540-1212, ext. 202, for a diskette The official name for the floppy disk. See floppy disk. diskette - floppy disk . CONTACTS: The Molloy Group, Inc. Bruce Molloy, President Peter Dorfman, Director of Marketing 201/540-1212 or Corinne de Palma Palma or Palma de Mallorca (päl`mä thā mälyôr`kä), city (1990 pop. 325,120), capital of Majorca island and of Baleares prov., Spain, on the Bay of Palma. 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 Corinne de Palma, 212/799-6088 |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion