Computer Associates International, Inc. (CA) has announced that CTL Inc., one of the premier providers of voice processing systems, selected CA`s ControlIT to provide remote service and support for its OEMs and dealers. CTL is installing ControlIT on all of its PC-based NT voice processing systems. ControlIT allows CTL technical support staff to remotely service and support worldwide installations of high-quality voice mail, automated attendant, interactive voice response and fax-on-demand systems.
The ability to remotely access its systems anywhere in the world provides CTL, and its international network of OEMs and dealers, with substantial savings, according to Scott Marks, CTL vice president, sales.
Prior to ControlIT, the company often suffered service interruptions of two days up to two weeks when an end user experienced a problem that could not be remedied onsite. With ControlIT, the CTL technical support staff can remotely view in real time the same screens the technician onsite is viewing, resulting in speedy problem resolution.
"ControlIT enables us to diagnose and fix a problem, so the customer is not required to send the system back for diagnosis and repair," Marks explained. "This greatly increases our efficiency while reducing our maintenance costs. As an added benefit, by working remotely with CTL`s support and engineering staff, local technicians gain enhanced "on-the-job" training, so they are able to provide their customers with increasingly higher levels of service and support.
Because ControlIT is being loaded on every system CTL ships, technicians working for the OEMs and dealers, who sell the product, can enhance their productivity and service by performing remote diagnostics, repairs and modifications themselves.
"CTL`s engineering department evaluated a number of available remote access products, and concluded that ControlIT best met their requirements for TCP/IP connections," said Dion Gerrans, regional account manager at Computer Associates Africa. He added that CTL engineering commented that the support and responsiveness exhibited by CA during the evaluation stage also influenced that decision.
"In our evaluation process, the key criteria were high-speed screen draw and reliable connectivity," Marks says. ControlIT was the clear winner providing a superior remote view of the Windows screens CTL`s technicians need to see in order to help their colleagues at a customer location.
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Computer Associates
Computer Associates International, Inc. (NYSE: CA), the world`s leading business software company, delivers the end-to-end infrastructure to enable eBusiness through innovative technology, services and education. CA has 20,000 employees worldwide and had revenue in excess of $6 billion for the fiscal year ended March 31, 2000. For more information, visit www.ca.com.
Founded in 1990, CTL, headquartered in Shelton, Conn., is a company committed to the development, assembly and distribution of call processing and voice messaging systems, interactive voice response systems, fax delivery systems, and custom CTI application software. Today CTL is one of the world`s leading OEM providers for both domestic and international companies with a presence in Australia, Canada, Hungary, Italy, Japan, Mexico, New Zealand, Romania, Thailand, United Kingdom, and Uruguay. CTL products are also distributed through a strong global dealer network. The company has more than 35,000 systems installed worldwide. For more information, visit www.ctlinc.com.