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The Aegis family of client server solutions for
the help desk is targeted to heterogeneous IT and customer support
environments. The Aegis portfolio of products will deliver a web-based
customer service solution that encompass the following:
- Linking customer contact information to trouble
ticket and incident service history;
- Enabling rapid inquiry handling and accurate
order entry;
- Providing sophisticated trouble ticket management
capabilities that includes opening, routing, analyzing, correlating,
tracking, escalating and closing of trouble tickets, and which
also improves the overall trouble report tracking and coordination;
- Automatic creation of new trouble tickets
from web customer support requests received from a website (such
as from a form submitted by a visitor of a website), without
additional data entry;
- Providing user and customer access througsh
Aegis' web interface. AegisWEB, a component capability that
is supplied with Aegis Help Desk and Aegis Defect Tracking,
provides the ability for support users and their customers to
access using Internet Explorer;
- Permitting the logging of support requests,
use of knowledge bases and faq lists by a customer or internal
client;
- Automate timely delivery of critical information
(management reports) by sending to a printer, creating as files,
or e-mailing to recipients on a fixed schedule;
- Automate escalation of requests that had not
fulfilled response time levels to better meet customer commitments;
Providing robust reporting tools and management reports to analyze
trends and work loads; and much more.
Using technology to minimize time-to-production,
Aegis products have built-in facilities to create data entry and
web entry forms easily without development effort. Or simply use
the setups we provide, out of the box. Either way, our customers
will minimize development, integration, testing and maintenance
costs yet creating an infrastructure that is truly unique to their
business.
Aegis family of products employs .NET technology.
The use of .NET technology reaps such benefits of extensible,
scaleable support and provides conformance to a standard platform
that will assist in integration with other products in the future.
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