Peregrine Systems, the leading provider of infrastructure management solutions, has partnered with a number of vendors to improve the capability of organisations to manage their assets. These partnerships include:
One with TriActive Technologies, a leader in Web-based desktop and server management software, to compress problem resolution time to lower total cost of ownership and increase end-user satisfaction.
One with Full Circle Software, an innovator in automated support delivery, to develop an integrated system to capture problem data at the user`s desktop that will reduce technical support costs and increase customer satisfaction.
One with Hyperion Associates to provide customised end-user training services to Peregrine customers.
Full Circle and TriActive are Peregrine Systems Technology Connections Alliance partners.
Working alongside Peregrine`s ServiceCenter, TriActive`s HelpQuest, a Web-based communications application, uses Internet technology to help internal support organisations speed up problem resolution issues. HelpQuest allows end-users to conduct self-diagnostic testing to capture problem data information and user system status. HelpQuest automatically opens and populates a problem ticket on ServiceCenter that allows the helpdesk staff to view the diagnostic data, ascertain the problem and remotely access the system to take corrective action.
The integration of ServiceCenter with Talkback for Technical Support, Full Circle`s enterprise communications application, reduces call volume and provides faster call resolution as it automates the identification and resolution of desktop software problems.
Talkback uses Web technology to connect the people who build and support packaged or custom software with the people who use it. The product integration leverages the Internet to collect and transmit detailed environment data and usage information.
Talkback software automatically opens and populates a problem ticket in ServiceCenter and forwards additional Talkback collected information to assist the service desk agent in problem resolution. In addition, the user`s submission triggers an automated e-mail response to help the end-user identify and solve common software problems, reducing the workload on the helpdesk. Peregrine Systems products are distributed in South Africa by Software Futures.
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