Cingular Wireless and Computer Associates International, Inc (CA) today announced the integration of Cingular`s Wireless Enterprise Platform and CA`s Unicenter ServicePlus Service Desk, providing powerful mobile functionality for enterprise help desks.
Through the combined solution, mobile service desk staff members utilising Cingular voice and data networks can be notified about new or escalated issues, access information about open items, and send messages to advance the problem resolution process - regardless of their location. These capabilities can dramatically reduce problem resolution times, lower operations costs and significantly improve customer satisfaction. By working together to integrate their products, CA and Cingular have made it possible for enterprise customers to quickly experience these benefits without the costs and risks associated with "one-off" mobile integration projects.
"Businesses recognie the efficiency and productivity gains available from mobile solutions, but they don`t want to reinvent the wheel," said Roger Entner, program manager for the Yankee Group`s Wireless/Mobile Services practice. "Leveraging enterprise applications expertise with wireless data expertise is a sound strategy for enabling businesses to extend their enterprise IT investments."
Pilot customers of the combined offering include General Services Administration and Morgan Keegan. According to Karen Greenhow, Regional CIO of GSA: "Deployment of the Wireless Service Desk allows our service managers to provide even higher-quality service in support of associates and customers. It leverages our existing service desk investments by providing technicians and service managers real-time mobile access to the Unicenter ServicePlus Service Desk application."
CA`s Unicenter ServicePlus Service Desk is a high-performance, Web and wireless-based service desk platform that effectively automates support workflow and simplifies management of distributed support processes - from anywhere, at any time.
Cingular`s Wireless Enterprise Platform can be used to extend the reach of Unicenter ServicePlus by offering customers a highly reliable network to conduct their mission-critical business. It can be used in combination with the Cingular Xpress Mailsm suite of corporate e-mail access services, as well as Cingular`s Interactive Messaging.
"Mobility-enabled help desks directly address two of the top items on virtually every company`s business agenda: improved customer satisfaction and the reduction of operating expense," said Tim Quinn, vice-president of business development for CA`s Unicenter brand unit. "By working together, CA and Cingular have crafted a rapidly deployable and exceptionally effective solution for implementing this high-value help desk mobility."
"The new wireless help desk solutions we`re enabling today is the realisation of the alliance between Cingular Wireless and CA, which was announced at the WAVE 2002 Conference last May," said Tom Langan, Executive Director - Business Product Marketing, Cingular Wireless. "This is the first of many mobile applications we intend to deliver that extend the value of existing enterprise applications to the mobile workforce."
Cingular`s Wireless Enterprise Platform has also been certified ca smart with Unicenter ServicePlus Service Desk. The ca smart seal is earned by solution partners who deliver technical excellence through the integration of their products with CA technologies.
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Computer Associates International, Inc (NYSE:CA), one of the world`s largest software companies, delivers software and services that enable organisations to manage and secure their IT environments. Founded in 1976, CA is headquartered in Islandia, New York, and operates in more than 100 countries. For more information on CA, please visit http://ca.com.
Cingular Wireless
Cingular Wireless, a joint venture between SBC Communications (NYSE - SBC) and BellSouth (NYSE - BLS), serves more than 22 million voice and data customers across the US. A leader in mobile voice and data communications, Cingular is the only U.S. wireless carrier to offer Rollover, the wireless plan that lets customers keep their unused monthly minutes. Cingular provides cellular/PCS service in 43 of the top 50 markets nationwide, and provides corporate e-mail and other advanced data services through its GPRS and Mobitex packet data networks. Details of the company are available at www.cingular.com.
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