Problem resolution software specialist SupportSoft has today unveiled a new product designed to integrate its flagship IT support automation suite with IT management software vendor BMC's Remedy helpdesk call tracking interface.
The company said that SupportSoft Accelerator would feature this integration capability out-of-the-box, automatically providing help desk analysts using Remedy with diagnostic information about callers' machines.
SupportSoft said that providing help desk agents with this insight - alongside various problem resolution tools, including automated "one-click" tools for resolving common problems - would help reduce desk-side visits by up to 15 percent and reduce call time for repeat problems by up to 60 percent.
Colin Pittham, vice president of sales for Europe, Middle East and Africa at SupportSoft, said that the new integration will also help ensure technical problems are resolved quicker. He added that the combination of the SupportSoft and Remedy technologies is part of a wider IT help desk trend that enables " companies to focus on a preventative approach to problem resolution".
SupportSoft said that the new product is expected to be available by the end of June.
The news comes just a week after a new survey from the Help Desk Institute found that growing numbers of UK firms' service desks are adopting more user-friendly strategies, with almost half of service desks now placing user satisfaction rather than call volume as the main measure of success.
