Internet services company Ixchange has released version 3.0 of its locally developed help desk application, Customer Ixchange External. With a new look and feel modelled on Microsoft`s Office interface, Ixchange has refined rather than reinvented the feature set of Customer Ixchange External 2.6.
Customer Ixchange business manager Paula Hocking says Customer Ixchange 3.0 takes into account the preferences of its international as well as local clients.
"The American client base in particular has a taste for the graphical user interface (GUI) front-end, based on its exposure to Office, and local trends will follow suit," Hocking says. "Customer Ixchange 3.0 anticipates this demand, delivering a robust, cost-effective help desk solution with an easy-to-use, intuitive interface."
Customer Ixchange 3.0 sports new e-mail and Web interfaces, through which events can be logged, tracked and monitored. This enables complete transparency in the service offered to the customer, and empowers the service provider with seamless remote access to the service database.
Additional features implemented in the new release include:
- Office interface navigation tools, including ToolTips, tab controls and tear-off toolbars;
- Visual Basic (VB) application support;
- Embedded ActiveX control compatibility;
- Event-specific file attachment support;
- Crystal Report Writer version 7.0; and
- Print preview from any workstation.
The new release offers a high level of customisability of data, business logic and visual elements. It introduces additional benefits for the service provider by way of integrated data collection and event escalation facilities. Importantly, it releases the user from the confines of his workstation, enabling network-wide service delivery and remote connectivity through its Internet interface enhancements.
"We have built on to the successful Customer Ixchange suite, adding functionality where necessary, and making the product more accessible to our clients," says Hocking. "The GUI in particular is important to our clients because it`s the front-end they use on a daily basis."
Customer Ixchange 3.0 sets the standard for future development of the product family. Based on a three-tier product architecture, it facilitates a thin-client, open-development environment resulting in excellent performance over wide-area networks and the Internet. The modular VB design provides all the basic functions of an advanced help desk system with the option to "plug in" product enhancements as and when required.
"The release is an example of our proactive approach to ongoing product development," says Hocking. "It paves the way forward without jeopardising existing investments."
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